1. Title Page
2. Overview
3. Goal
4. Patron Service Techniques
5. Body Language
6. Keep a Pleasant Attitude
7. Be Proactive
8. Be a Good Listener
9. Determining Needs
10. Clarify Questions
11. Questions You Can Answer
12. What You Should Know
13. Directional Questions Ettiquette
14. Verify Your Answers
15. Coaching Patrons
16. Reference Librarians
17. Questions to Refer
18. More Questions for Reference
19. Reference Desk Hours
20. Routing Questions
21. Providing Contact Information
22. Routing Reference Questions
23. Ask a Follow-Up Question
24. Conclusion
