When helping a patron find a book over the phone
1. Greet the patron nicely, you may not be giving the patron visual cues but verbal ones are just as important.
p.s. Saying ‘Reference’ in a gruff voice does not count as a greeting; ‘Hello, reference’ in a normal/nice voice does.
2. Try to make sure you have the correct book, tell the patron the author, title, and possibly the genre.
p.s. If the patron tells you the title and you say “OK, I have it” without confirming that it is the right book, that is not the correct way to give proper phone reference.
