To deal with patrons’ complaints effectively, NCKU library’s procedure of handling patrons’ complaints is hereby set forth. This procedure will also be helpful to assure library’s service quality and enhance patrons’ satisfaction.

As receiving readers’ complaints on the phone, the librarian should make sure what the real demand of the reader is at first. If the reader’s request is part of the business responsibility, the librarian should resolve and reply immediately. If the request is beyond the business scope, the librarian should inform readers of the extension of the response division or librarian and then transfer the phone. If possible, don’t transfer the phone too many times and don’t let readers wait on the phone for a long time.