Registration 2025 Updates - Please Read

Customer Service

‘A good service is one that allows a user to do what they set out to do’

Contact the User Experience Librarian: simon.gower@sussex.ac.uk

Contact the User Experience Senior Manager: a.groves@sussex.ac.uk

Ring the bell next to the light switches on the LSD for assistance.

VLS Leavers

If you get any questions on the desk regarding staff VLS leavers and continued access to the Library please give the following details:

Emeritus status will allow full access to online and physical library resources (criteria below need to be met)

Leavers without Emeritus status can become Alumni Members which allows access to the physical collections only.

User Expectations & Disruption

More information can be found in the Library Code of Conduct.

User Expectations:

Treat those using and working in the Library with courtesy and respect. You will be asked to leave if you engage in anti-social behaviour towards other users or in the building.
Please respect the designated silent, quiet and solo study zones.
Mobile phones should only be used in designated areas, as shown on signs and notices.

No smoking or vaping in the Library or on the steps leading to Library square.

Steps for dealing with disruption in the Library

Ask users engaging in poor behaviour (not adhering to zones or antisocial and disruptive behaviour) to quieten down or move to the Ground Floor. This should be done by all staff whilst walking around the building.
If users need a further reminder or are rude, ID will need to be shown and names added to the form 'Library User Issues'. (In the LSD cupboard).

a. Use the 'Library User Issues' form at the LSD to note down names, registration ID or Username (or both) and Library Card barcode numbers. Users are required by the university to produce appropriate ID when asked by a member of staff.

b. Ask the users to leave the library for 48 hours

c. Contact Security if they refuse. Do not put yourself in a dangerous situation. If users refuse, contact security using 3333.

d. Add details to the online version of the form (linked) to keep a long-term log and report to the User Experience Librarian or User Experience Senior Manager.

Staff Expectations

Drop & Roll - be prepared to drop what you are doing and roll into supporting a user.
Be proactive & visible – be aware of the environment around you and proactively engage with users.
Be engaging and informative – have a friendly, helpful manner and know your stuff – or what to do if you don’t.
Follow up – ask if there’s anything else you can help with today? and did you find everything you were looking for? etc.

Directions in the Library

Do:

Be clear and repeat instructions.
Use the signage around the building to help you direct.
Stand up and gesture.
Try to get part of your instructions within the eyeline of the user (e.g. stairs).
Use the Library floor plans and show users the location, remember to point out where ‘you are’ currently.
Be aware of user’s needs – e.g. don't tell a user with mobility issues to use the stairs.
If it’s appropriate, take them to the space instead.
Add any important additional information (e.g. ‘checking in’ to the study rooms).
Ask if they have understood or whether they need any further assistance.

Don’t:

Use library specific language or acronyms.
Talk too fast or give directions without gestures or pointing in the right direction.
Walk users to easy-to-find locations.
Ever walk a user to the toilets.

Study Space Directions

Accessible Rooms: 0.1 / 0.2 / 0.3

Back corner of ground floor – just beyond the main stairs

Rooms: 1.1 / 1.2 / 1.3 / 1.4

Back corner of 1st floor – up the main stairs and turn left

Room 1.5

1st floor main on left of main back-front thoroughfare opposite Sussex women portraits

Rooms: 1.6 / 1.7 / 1.8
1st floor at top of the main stairs. Look for Newspapers / DVDs and turn left down windowed corridor

Room: Family Room
1st floor at top of the main stairs go straight on through double doors and it’s on the right

Rooms: 1.9 / 1.10
1st floor study suite area (opposite K). Move through double doors and then left into study suite area. They are on the right, half way down the room

Rooms: 2.1 / 2.2
2nd floor in the Research Hive – only available to research postgraduates or faculty.

Study Zones & Floor Colours

0724 Study Zones & Floor Colours.pdf

Taking Payments

Payments should only be made online. If a User has no ability to pay online then follow these steps to support a user in paying directly through their library account.

User's will be asked to sign into their Library Accounts.

Logging into a Library Account

Sussex staff and students will need to log in using their usual sussex email address and password.
External users will need to either use their personal email address OR their User number (barcode number) and password to access their accounts. (See setting up a Library Account for more details).
If an external user has never used their account before their password will be set to: '[Surnamelibrary]'

Setting up a Library Account

All University Members and external members with borrowing rights have a Library Account accessible through the library website: https://www.sussex.ac.uk/library/account/

External users will need to either use their personal email address OR their User number (primary identifier) and password to access their accounts.

If their account does not work, or does not exist then this can be created / edited on Alma.

Find the Fulfilment > Manage Patron Services page on Alma

Scan the user’s card or enter their user ID
- - Select their User number from the right hand side of the screen
    - Navigate to 'Contact Information' and make sure their email is up-to-date
      - Navigate to 'General Information' and reset the password as '[Surnamelibrary]'

Ask the user to try to access their library account again.

Types of Payments

Payments may include:

Library charges & Invoices
ILR Fees (exceeded limit / International fee / external user)
Membership Fees (renewing / upgrading to paid membership)

Should be be purchased through the online shop

Replacement card fees (external members)
Photocopying charges

Charging a Fee on Alma

To add a charge onto a Library account:

Find the Fulfilment > Manage Patron Services page on Alma

Scan the user’s card or enter their user ID
- - Click on ‘Active Balance’ on the right hand side of the screen 
    - Select 'Add Fine or Fee'
      - Select the right 'Fee type' from the drop down menu
      - Enter the amount
      - Press Add and Close

Complaints & Whistleblowing

Handling Complaints

If a user would like to make a complaint they can do this in person at the service desk or on our online chat service, or directly via our online complaints form: www.sussex.ac.uk/library/complaints. This can be accessed on the self-help machine on the LSD.

We will work to resolve complaints at the first opportunity.

If it is something that can be fixed immediately you should try your best to solve the complaint to the user’s satisfaction – e.g. this could be a noise complaint.
Ask for the User’s name and email address.
Write down notes if necessary and email any information to: library.adminteam@sussex.ac.uk
Use support from senior staff or ask them to intervene / take over.
Do not put yourself in an unsafe situation.

If a complaint needs to be escalated do not give users a group or individual email address, instead, please direct them to our online complaint form at: www.sussex.ac.uk/library/complaints

Dealing with tricky users / situations

Remain calm.
Continue to offer solutions and work arounds to their problem where appropriate.
Maintain positive body language (be on the same level as them, if they are stood stand, if they are sat, crouch or sit). Always remain non-confrontational with your stance.

Use support from senior staff or ask them to intervene / take over.
Do not put yourself in an unsafe situation.
Ring the bell for support from the User Experience office.
Use the panic alarm at the LSD (below the light switches) if you feel in danger in any way. This goes directly to Security who will respond immediately.

Whistleblowing on poor Customer Service

We don’t always get Customer Service right but we can all support the development of outstanding customer service at the service points.

Self-Monitoring: Think about how & where you are sat, what your body language and engagement is saying to our users, what is on your screen.
Listening to ourselves, each other and our customers and reviewing our use of language.

Finish an encounter with ‘Is there anything else I can do today?’ or similar.

Sometimes we can repeatedly deliver poor service or handle a situation poorly. Some of these can be handled with a conversation between staff on the service points, reminders and tips and showing support. This very much depends on the relationship you have with your colleagues so it is important to be able to pass these instances on to a supervisor or manager.

How to pass information to Supervisors / Managers:

In person. Speak to the User Experience Librarian or Senior Manager or User Experience Supervisors (evening and weekend).
Via email. Contact the User Experience Librarian or Senior Manager.

All instances will be investigated by a User Experience supervisor (Evening and Weekend) or the User Experience Librarian or Senior Manager.

Supporting Distressed Students

Do:

Make clear how much time you have - give time limits ‘I have 10 minutes now, let’s talk it through’
Make clear what your role is (and what it isn’t) - make it clear you work as part of a team
Take notes and refer to these to summarise at the end of the conversation.
Follow up with an email, recapping the key points from your conversation and giving links to further support.

Use the ‘dealing with distressed students’ guide below to assess their level and give appropriate support:

Level 1: Signposting
Level 2: Seek advice
Level 3: Emergency: Call security on 3333

Don’t:

Give out mobile phone numbers.
Answer student emails outside of your own working hours / team’s operating hours - (9-7 weekdays and 10-5 weekends).
Get drawn into sharing personal information.
Promise confidentiality.
Engage in physical contact including hugs.

Your role is not to be a counsellor or a mental health practitioner, to diagnose, or to explore mental health issues in depth. Your role is to offer support in a boundaried, role-appropriate way and direct the student to specialist support services, as appropriate, and enable them to take responsibility.

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