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Foley Library User Services Training Guide

Fielding Patron Complaints

Occasionally, you may have to field patron complaints about other patrons' behavior during the late-night hours. Here are a few examples of complaints you might receive (either in person, via phone, or over the chat), and some sample scripts for how you might approach the issue.

  1. A group of students eating pizzas on the main floor and it is stinking up the library.

"Hi there, I'm sorry but we do not allow full meals in the library. Could you please move into the atrium and finish eating your pizza out there?"

2. There is a group of students chatting loudly on the third floor.

"Hi there, this is actually the quiet floor. If you need group study space, I would suggest the lower level or main floor. I can also help you book a study room if there is one available."

3. There is a group of students chatting on the main floor (in this case, this is not a policy violation, but here is what you could say to the patron who is making the complaint).

"The main floor is actually the group study space. If you need quieter study space, I would suggest the second or third floors. I can also help you book a study room if there is one available. I can also go and let that group know to keep the conversation level a bit lower."

In any circumstance, please try to remain polite and friendly when enforcing policies. If you receive any pushback, you can cite our building use policy or give them Laura or Brad's business card for a follow up conversation.

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