Ask the person to hold and locate a staff member. It is inappropriate to transfer a caller to an individual or department if you are unsure of whom they need to speak with.
Provide the level of customer service that you expect when you are dealing with an organization or business.
Personal calls should not be made during your shift, unless it is an emergency. The front desk phone should never be used for personal calls. Cell phones should be turned off or set to vibrate while working, and texting should be avoided.
Always answer the phone in a professional manner.
Use an appropriate greeting, such as "Rickman Library, this is Jenn. How may I help you?"
To transfer a call:
To announce the caller before releasing:
NOTE: If transferring a call to another extension within the library, you MUST dial the extension manually...it will not work to push the transfer button and then push the button beside the person's name that you wish to transfer the call to.
A list of campus departmental extensions is located in the green information box at the front desk.
The most frequent requests are:
Academic Records 5532
Financial Aid 5556
IT Help Desk 5050
Student Accounts 5523
Campus Safety 5121