“Good Afternoon, Thank you for calling the Department of Student Life…”

This is a tutorial on Practical Phone Procedures that every employee needs to know! As you review these slides, please be thinking about how you can contribute to meeting our mission and goals and how you might grow from your work experience.

How Does A Phone Call Affect Me?1. Students, faculty, and inquisitive patrons

call the Department frequently—it’s your responsibility to direct them to the best ability and with the most of your positivity!

A Short and Sweet Hello:“Good morning or afternoon or evening, Department of Student Life, (your first name here) speaking. How may I direct your call?”

The Basic Unit

Screen Settings:

The screen and options will be different than when the

line is in use

The line in use will light up (1)You will have the option to transfer (2)

*Note: When phone is not in use Call Forward option redirects your phone’s extension (i.e. 5851) to another (i.e. 6176). Used primarily during MA round. Press button, dial extension; to undo, press again*

*

1

2

Before: During:

When Someone Calls:

Things to Know1. If they ask to speak with any

member of the professional staff you must ask the following:

a. “May I ask who is calling and in what regards?”

2. Make a note of this information using your pink notepad →→→→

a. Include name, organization and brief summary of their inquiry

b. proceed to contact said staff member

REMEMBER:

“Department of Student

Life, (your name here)

speaking. How may I

help you?”

When Someone Calls: Things to Know (Pt 2)

4. To contact staff members:a. Press “Transfer”b. Dial their extensionc. Don’t worry about

putting caller on hold, it will happen automatically.

← Listing of all MCU extensions, posted on each phone!

*

When Someone Calls: Things to know (Pt 3)

4. When staff member answers:d. Inform them of who is

callinge. If they choose to accept

call: you hang up and the call will go through

f. If they choose to decline the call: they will hang up , you will automatically have caller back

g. Offer to take a message

5. If staff member doesn’t answer h. Hang up, the caller will

returni. Offer to take message

for the caller.

If you take a message, the pink sheet goes in

the staff member’s MAILBOX

*Mailboxes are located behind Cheryl’s desk!*

➢Extension: 5851

➢Location: CU 321

The MA Phone:

The CD Phone:

➢ Location: The Concierge Desk

➢Extension: 6176

The CP Phone:➢ Extension: 5078

➢ Location: Corner Pocket

Tips for Success• To place a call off campus:

– Dial 9– Dial 1– Enter area code– Enter remaining digits

• Don’t feel flustered if you don’t know the answer to a question! – Often times, directing customers to online resources (union.geneseo.edu OR

geneseo.edu) will help resolve this issue.

• If you need to ask Cheryl or a Manager about how to respond to a caller, please put them on hold first. – This option is available when line is in use (see previous slides*)

• Confidence is key but cannot replace phone procedure knowledge

Do your best (Challenge).Ask for help when you need it (Support).Smile and have fun (Service to others).