The Medical Center Library (MCL) strives to exceed the needs and expectations of our community and is committed to providing a positive service experience.

We define our community as all those with whom the Library staff interacts, both internally and externally. This includes patrons that visit the Library in person and virtually, co-workers, colleagues, Duke employees, vendors, service personnel, and all other individuals that staff may have contact with on Library-related matters.

The provision of exceptional customer services requires positive behaviors and attitudes, effective job skills training, and established and documented processes that ensure effective delivery of Library services and successful interactions with all customers.

As a member of Duke Medicine, the MCL observes the following Duke University Health System Customer Service Standards.

The goal of our HEALTH AND SAFETY Standard is to:

• Ensure that the work environment and facilities are safe and secure.

The goal of our COURTESY AND RESPECT Standard is to:

• Build trusting relationships with patients, students, faculty, and staff.
• Acknowledge similarities, honor differences, and seek to understand all perspectives.
• Practice civility with all persons.

The goal of our EFFICIENCY AND EFFECTIVENESS Standard is to:

• Manage multiple demands and competing priorities, while maintaining quality.
• Acknowledge and resolve customer issues.

The goal of our CONTINUOUS LEARNING AND IMPROVEMENT Standard is to:

• Continually strive to improve processes, level of knowledge, and expertise to better address customer needs and changing service requirements.

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