Be Helpful and Polite

Don’t wait for the customers to ask for help, some never will! Continuously scan the room. If a customer appears to be having trouble, approach them and ask if you can help. At all times, demonstrate courtesy, respect, and professionalism to everyone who uses the lab. Help customers with their problems but do not do it for them. Talk the person through the problem, explaining each step as they do it. If the customer learns from you, they can do it for themselves the next time.

While some of the questions you could be asked may seem silly and repetitive, remember that your first priority is to help our customers, regardless of their level of proficiency. Never make a customer feel ignorant; consultants are there to help.

Work At the Consultant Desk Unless Helping Someone

It is important that our customers easily recognize the current consultant on duty so that they can get help. Please work at the consultant desk unless you are helping a customer or taking one of your walking rounds every 20 minutes. While you are helping a customer, try to remain visible to other customers, and stay aware of what’s going on in the lab at all times.

During a slow shift, you are allowed to work on homework as long as your chores are done. We ask that you use the consultant computer and NOT your laptop for canvas assignments. Tablets for note taking are allowed, but must be used solely for note taking and homework.

We also ask you keep your consultant station clear of clutter so customers still feel they can approach your for questions.