SAMPLE CUSTOMER SERVICE CHARTER

Overview

A Customer Service Charter is an excellent opportunity to spell out your services and objectives in a positiveand succinct way. It can also be a most positive means of stating your expectations of your customers whileusing the library. While it offers a chance to state those things which your customers should not do, it is veryimportant that these should be written in a very positive way. Stating what you would like customers to do andhow they can help you to deliver a good service is immensely better than a list of don’ts.

The attached sample Customer Service Charter has been compiled for your convenience. The content ismeant as a guide only. If you prepare a Charter of your own, you should be careful to tailor this example toyour own situation, or develop one from scratch using these tips.

Legislation

It cannot be stressed enough that any draft Charter of your own needs to be consistent with any relevant locallaws or standards for your council, or state or federal legislation e.g. privacy legislation. Any draft you compileshould either be checked by your council lawyer, or sent to the Local Government Association of Queenslandfor forwarding to King and Co. Solicitors. This is essential to safeguard you against any possible litigation.

Policies

Your Charter should also refer to any existing library policies eg. Internet Policy, and any library rules orregulations. It is also important to remember that all rules or policies should be readily available to thecustomers of your library.

Promotion

Your Charter should be displayed clearly in the library, on your website and also on appropriate promotionalmaterial, to facilitate maximum exposure to the community.

Children

Specific concerns have been raised in the past about the issue of unsupervised children in libraries. This is adelicate area which again must be handled carefully and in the most positive way possible. It is important toremember that children are and should be welcome in libraries and that any requirements regarding theirsupervision are there to ensure their safety and wellbeing and to maintain an atmosphere of constructive libraryuse for all customers. Points have been added to the Sample Charter to help addressthis concern in generalterms.

We hope that this Sample Customer Service Charter and discussion is helpful. For further assistance, pleasecall Laurelle Johnstone, Senior Consultant Public Library Services on 3842 9046 or .

Sample Customer Service Charter

Revised 1 August 2013

SAMPLE CUSTOMER SERVICE CHARTER

(Notes to assist in compilation of your Charter appear in italics)

The Charter may vary widely in its format. If the library has a published mission orvision statement, this would be appropriate to include. As a minimum, it should includea description of the library’s general objectives, a list of services provided, some pointscovering what clients can expect from the library service, and a section on how clientscan help.

Where relevant, there should be reference to library specific policies such as a

Collection Development Policy, Circulation Policy, Privacy Policy and Complaint

Handling Policy.

This charter outlines our service commitment to you and how you can help us to provide you with a qualityservice.

The xxxx Library is dedicated to the provision of a high level of service. We are the public libraryservice for the people of xxxx Council, and we also form part of a state-wide network of public librariesin Queensland. We are a focal point for the community, a source of a wide range of library materialsand a gateway to worldwide information resources.

Our services include:

  • collections that are well maintained and easily accessible
  • access to a wide range of information resources, both in the library and beyond its walls
  • professional assistance in using the library’s resources and services
  • activities and programs for adults and children
  • services for people with special needs, including people with disabilities, literacy needs, olderpeople and multicultural communities
  • personal computers, printers and photocopiers for your use.

The library’s values may be included if desired….

In providing our services, we value:

  • meeting the needs of our community
  • the diversity and individuality of all people
  • the professionalism of our staff
  • effective communication, including your feedback on our services
  • our approachability.

The Charter should include a list of what clients can expect from you...

You can expect:

  • prompt, courteous service
  • helpful well-trained staff who will treat you with respect, confidentiality and in a culturallyappropriate manner
  • fair and equitable access to our collections, services and programs
  • collections which aim to meet your needs and are well-maintained and accessible
  • an information service which is responsive to your needs and provides access to resourcesbeyond the library’s walls
  • convenient hours of opening
  • prompt responses to your enquiries, comments or complaints
  • clear and accurate information regarding library policies etc(list here all policies, rules etc andinformation on how customers can access them)
  • respect for your privacy at all times.

The Charter should include a list of your expectations of your clients, written in a very

positive way...

Help us to help you by:

  • treating other people in the library with respect and courtesy, whether they be customers or library staff
  • treating library facilities, equipment, collections and property with due care
  • assisting staff understand your needs clearly
  • providing us with feedback on how we may improve our services, or how we can help to resolve a specificservice problem
  • participating in the activities and services offered by the library in a spirit of good humour and co-operation
  • informing yourself of library policies and rules and observing these at all times (list here all policies , rulesetc and where they are displayed)
  • ensuring that children in your care are properly supervised while in the library (refer here to any specificpolicies or guidelines endorsed by Council)
  • complying with any directions or instructions given by staff.

Sample Customer Service Charter

Revised 1 August 2013