A potential caller to the University forms an opinion about us in the first 4 to 6 seconds. The person who answers the phone represents the University. Anyone who answers or uses the phone can maximize the telephone's powerful potential.
Answer promptly on the first ring, if possible.
Don't be too busy to be nice. Being busy does not give carte blanch to be rude. (The caller doesn't know you're on a tight deadline...)
Answer the phone with the name of your department and your name. Everyone likes to know who they're talking with. This holds true for internal as well as external calls. Use a healthy buffer (a friendly greeting) before you say your name- it indicates a warm reception. (Example... "Good Morning, telephone repair, Victor speaking."
When transferring a call always give the full name and telephone number of the person you are transferring the caller to. This will eliminate the need for the caller to call you back in the future and will provide good customer relations.
If you need to leave the line to obtain information, it is courteous to give the caller the option of waiting or being called back. You might ask, "Would you prefer to hold?" or "Shall I call you back?" If the caller waits, give progress report every 30 seconds or so. This lets the caller know that he/she has not been forgotten. When you return to the line, thank the caller for waiting.
Answer promptly on the first ring, if possible.
Don't be too busy to be nice. Being busy does not give carte blanch to be rude. (The caller doesn't know you're on a tight deadline...)
Answer the phone with the name of your department and your name. Everyone likes to know who they're talking with. This holds true for internal as well as external calls. Use a healthy buffer (a friendly greeting) before you say your name- it indicates a warm reception. (Example... "Good Morning, telephone repair, Victor speaking."
When transferring a call always give the full name and telephone number of the person you are transferring the caller to. This will eliminate the need for the caller to call you back in the future and will provide good customer relations.
If you need to leave the line to obtain information, it is courteous to give the caller the option of waiting or being called back. You might ask, "Would you prefer to hold?" or "Shall I call you back?" If the caller waits, give progress report every 30 seconds or so. This lets the caller know that he/she has not been forgotten. When you return to the line, thank the caller for waiting.
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