The North Adams Public Library strives to offer excellent library services, which includes a quality and welcoming facility and a collection that is varied and current. Successful customer service connects customers to what they need, but also leaves them satisfied and happy and eager to return again to the NAPL because they feel that the library is the ideal place to fulfill their needs. The library staff provides friendly, efficient and accurate service to all patrons at all times. It is important to keep in mind that the patron is the customer to whom the staff is ultimately responsible. The Customer Service Policy of the North Adams Public Library is the foundation for all staff interactions with the general public.
Patrons are to be treated politely, promptly, and with helpful attention.
Judgement calls are to be made in the patron's favor. If a mistake is made, it should always be to the patron's advantage. Let's trust our patrons unless the individual history of a patron has shown us they are not trustworthy. If a staff member is unable to comply with a request the patron will be offered an alternative, such as an interlibrary loan request, etc. Staff members are familiar with library policies and services and are able to articulate them and to explain the rationale behind them.