Educational Programs Central Customer Service

 

Customer Service Policy

 

 

The mission of Educational 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 we strive 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 our resources and services.

In fulfilling its mission, the Educational 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. Educational 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 Educational Programs Central user will be the key to all interactions. providers will try to be flexible in meeting Educational Programs Central viewers’ needs. Whenever possible, judgment calls will be made in the viewers’ favor.
3. Skilled providers will use their knowledge of resources to fulfill requests in a timely manner or else present alternatives when requests cannot be met immediately.
4. Educational Programs Central rules and procedures exist to make resources available on an equitable basis.
5. The ultimate goal of Educational Programs Central is to meet viewers’ expectations for service while fulfilling our mission. Any comments are welcome regarding how well those expectations are being met.

Ethics:
All Educational Programs Central viewers deserve equal consideration and dignity for their requests for our providers will seek to carry out our mission in a way that provides optimum service to all.

Educational Programs Central providers recognize the confidentiality rights of our viewers. As a result, our providers will not reveal the identity of people using materials to a third party nor will our 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, Educational Programs Central providers may direct viewers to sources of consumer information, but they will not recommend products or services.