Customer Care Policy

  • We will put our users at the centre of our service
  • We will create a service responsive to our users' needs
  • We will treat our users with respect and courtesy
  • We aim to provide a helpful and friendly service
  • We wear name badges and will give our names to our users
  • We will provide the fullest possible service at all times within the constraints of available resources
  • We are aware of and assist users with special needs; for example: part-time users, users with young children, users with disabilities and users whose first language is not English
  • We publicise our services and opening hours and keep library users informed of changes
  • We display library rules and regulations clearly
  • We provide customer care training for library staff
  • We train our staff to provide a quality service
  • We provide a "Feedback" form for comments, and undertake regular surveys of user opinion
  • We reply to signed comments within 5 working days
  • We will use comments and suggestions to help us improve our service