We are committed to excellent service delivery. These Enquiry Service Standards add value to the Derby City Council Customer Service Standards and

Derby City Libraries Customer Promise.

When answering an enquiry in person, we will:

• aim to serve you within three minutes
• spend up to 15 minutes to answer an enquiry, making sure that each customer is satisfied

When answering the telephone and minicom we will:

• aim to answer calls within four rings
• greet you politely and clearly, giving our name, location and the name of the service
• provide an answer-phone message when the library is closed, giving details of opening times and alternative ways to access library services

When answering enquiries by letter we will:

• provide an answer within five working days
• use Plain English

When answering enquiries by e-mail we will:

• provide a clear, easy to use web form for the ‘Ask us a question’ e-mail enquiry service
• check the in-box every 15 minutes for new enquiries
• send you an immediate acknowledgement that we have received your enquiry
• aim to provide a full answer on the same working day
• use Plain English
• provide a reply giving details of opening times and alternative ways to access library services when the library is closed

When answering enquiries by fax we will:

• answer within two working days
• provide a cover sheet giving details of the addressee, date, subject and the number of page sent, library contact details, opening times and alternative ways to access library services

When making referrals we will:

• provide you with full contact details for external agencies, or make an appointment on your behalf when requested.

October 2007