Customer Service Policy
The mission of Self Help Programs Central is to give to you
a wide range of materials, to provide up to
the minute and accurate information, and to offer
services and programs desired. In fulfilling this
mission Self Help Programs Central strives to act as the
most convenient point of access for the needed
materials and information and to actively seek to
make community members and organizations aware of
Self Help Programs Central resources and services.
In fulfilling its mission, the Self Help Programs
Central
strives at all times to provide excellence in
customer service. Excellence in customer service
means that educated and knowledgeable providers are
ready to assist viewers in finding the materials and
services they want and need. Excellence in customer
service also means that the providers will try to
offer services in a fair manner that treats everyone
with courtesy and respect and asks for courtesy and
respect in return.
The following elements are emphasized in providing
public service:
1. Self Help Programs Central providers will treat every
patron with equal respect and every request with
equal importance.
2. Courtesy and attention to the needs of the
Self Help Programs Central user will be the key to all
interactions. providers will try to be flexible in
meeting Self Help Programs Central viewers’ needs. Whenever
possible, judgment calls will be made in the
viewers’ favor.
3. Skilled Self Help Programs Central providers will use
their knowledge of Self Help Programs Central resources to
fulfill requests in a timely manner or else present
alternatives when requests cannot be met
immediately.
4. Self Help Programs Central rules and procedures exist to
make Self Help Programs Central resources available on an
equitable basis. If anyone has a question about why
the Self Help Programs Central has a policy or if the
purpose of a policy is not understood, an
explanation should be provided or else referred to a
supervisor or the director of the Self Help Programs
Central.
5. The ultimate goal of Self Help Programs Central is to
meet viewers’ expectations for service while
fulfilling the Self Help Programs Central’s mission. Any
comments are welcome regarding how well those
expectations are being met.
Ethics:
All Self Help Programs Central viewers deserve equal
consideration and dignity for their requests for
Self Help Programs Central providers will seek to carry out the
mission of the Self Help Programs Central in a way that
provides optimum service to all.
Self Help Programs Central providers recognize the
confidentiality rights of Self Help Programs Central
viewers. As a result, Self Help Programs Central providers
will not reveal the identity of people using Self
Help Programs Central materials to a third party nor will
Self Help Programs Central providers reveal the items
checked out on another patron’s make up.
All requests for information will be considered
confidential and such requests will never be
discussed with a third party, except with another
librarian for the purpose of answering the question.
Members will respond to inquiries with the best
factual information available but will refrain from
offering personal opinions or advice in response to
queries. In particular, Self Help Programs Central providers
may direct viewers to sources of consumer
information, but they will not recommend products or
services.
