Customer Service

The Wellesley Free Library strives to offer excellent library services to all. In addition to the quality of the facility and the collection, it is equally important to have a library staff that is trained to provide accurate, efficient and friendly service at all times.

• All customers shall be treated courteously, promptly, and respectfully.
• Staff should always refer questions, including questions about policy, to a supervisor when a request goes beyond their training or knowledge.
• Staff should refer escalating or difficult situations to a Supervisor.
• Staff is expected to act professionally, cooperatively and respectfully in all interactions with fellow staff members as well as customers.

Notwithstanding the above, this policy may be subject to exception at the discretion of the director and/or board of library trustees.

Approved 3/4/2010 by the WFL Board of Trustees