Customer Service Policy
The mission of Memorial Hall Library is
to make available a broad range of
library materials, to provide up-to-date
and accurate information, and to offer
services and programs desired by the
community of Andover. In fulfilling this
mission the library 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
library resources and services.
In fulfilling its mission, the Memorial
Hall Library strives at all times to
provide excellence in customer service.
Excellence in customer service means
that educated and knowledgeable staff
are ready to assist patrons in finding
the materials and services they want and
need. Excellence in customer service
also means that the staff will try to
offer services in a fair manner that
treats everyone with courtesy and
respect and asks for courtesy and
respect in return.
elements are emphasized in providing
- Library staff will treat every
patron with equal respect and every
request with equal importance.
- Courtesy and attention to the
needs of the library user will be the
key to all interactions. Staff will
try to be flexible in meeting library
patrons' needs. Whenever possible,
judgment calls will be made in the
- Skilled library staff will use
their knowledge of library resources
to fulfill requests in a timely manner
or else present alternatives when
requests cannot be met immediately.
- Library policies and procedures
exist to make library resources
available on an equitable basis. If
anyone has a question about why the
library 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 library.
- The ultimate goal of library
service is to meet library patrons'
expectations for service while
fulfilling the library's mission. Any
comments are welcome regarding how
well those expectations are being met.
All library patrons deserve equal
consideration and respect for their
requests for library service. Library
staff will seek to carry out the mission
of the library in a way that provides
optimum service to all.
Library staff recognize the
confidentiality rights of library
patrons. As a result, library staff will
not reveal the identity of people using
library materials to a third party nor
will library staff reveal the items
checked out on another patron's card. An
exception to this policy will be parents
who come to the Children's Department
with their child's card or some ID.
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
Staff 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, library staff may direct
patrons to sources of consumer
information, but they will not recommend
products or services.