Answering the telephone is
a very important aspect of work. The phone call is often the first contact
the caller has with the College. Telephone manners and how the call is
handled presents the first impression of the College. Please refer specific
questions to the appropriate department even if the answer is known. The
caller may need additional information.
EMERGENCY CALLS
All emergency calls must be transferred
to Public Safety. Do not release any information about a student's
schedule, location or their worksite!
INCOMING CALLS
The telephone is always to be answered by
the first or second ring. Answer the telephone by using the greeting
established by the department where employed. Remember, smiling
makes voice tones friendlier. Here is an example of a greeting, "Good
morning, Student Employment Center, this is Anne." Employees should
always give their name. When two lines are ringing give the full
greeting and add, "Will you please hold?" Wait for the caller's
response before pushing the "HOLD" button. This presents a polished
image. Then answer the second line ringing with the full greeting
and assist that person. If a caller asks an unfamiliar question,
a good response could be, "Will you hold for a moment while I get
clarification?" Wait for the caller's response, and then place
them on hold. Always put a caller on hold using the "HOLD" button.
The College's phones are sensitive, and even if the receiver is
covered, the caller can hear all background sounds very clearly.
If no one is available, take a complete message including the caller's
name, title, phone number and reason for the call. Explain to the
caller that someone will return the call as soon as possible. Give
the message to a staff person for follow-up.
MESSAGES
Student employees should write complete
and accurate messages legibly on phone message pads. Always obtain
clarification of the message by repeating the information back
to the caller. As receiver of the call, be sure to sign, date and
indicate the time of the message. Make sure messages are delivered
as soon as possible.
TRANSFERRING CALLS
Always offer to transfer a caller who has reached
an incorrect office; however, if you receive a call that has been
transferred several times, and it really is not for your area, take
a message. Do not transfer them again! Let the caller know that a
staff member will contact them promptly. Give this message to the
staff person immediately for a quick response.
| HOW TO TRANSFER TELEPHONE CALLS: |
1. |
Ask the caller's name. |
2. |
Tell the caller that he/she will be transferred. |
3. |
Give the caller the name of the person and
the office along with the telephone number(s) of where they will
be transferred (found in the College Telephone Directory). |
4. |
Press the TRANSFER button on the telephone. |
5. |
Dial the extension number of the transfer
(it is usually a five digit number). |
6. |
If the transfer is answered, tell the person
that a transfer call is on the line and give them the name of
the caller. |
7. |
Push the TRANSFER button again. The green
light from that call should go out and the transfer is complete. |
8. |
If the transfer is not answered by a person,
return to your caller and ask them if they would like to leave
a voice mail message for that person. If yes, use the transfer
steps 4, 5, and 7 listed above. If the caller does not want to
leave a message, ask if there is anything else that could be
done to help. Please be sure to follow through with the caller's
requests. |
| It is important that telephone
callers receive prompt, accurate information which will reflect
positively upon the student employee and the College! |
|
