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Student Worker Handbook: Telephone

What you need to know to excel as a library assistant

Answering the Phone

Always answer the phone in a professional manner. 

Use an appropriate greeting, such as "Rickman Library, this is Jenn.  How may I help you?"  

Reference Questions

Transfer callers with reference questions to ext. 5071.


For additional information regarding reference questions, see the "Reference" tab.

When in doubt...

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.

Transferring Calls

To transfer a call:

  • Push the transfer button on the phone (it shows a 123 with an arrow)
  • Dial the extension to which you wish to transfer
  • Hang up to release the call

 

To announce the caller before releasing:

  • Push the transfer button on the phone (it shows an arrow with the outline of three people)
  • Dial the extension to which you wish to transfer
  • Wait for the person to answer and explain who/why you are transferring
  • Hang up to release the call

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.

Personal Calls

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.