Office Telephone Tips - Student Worker Telephone Tips

Phone Dialogue

Greeting

1. Hello, “Office Name”, this is "your name." May I have your name please?
Write down the callers name on the log sheet.

GATHER CALLERS INFORMATION

2. May I have your extension or contact phone number?
Write the callers information on the log sheet.

3. Thank you "use the caller's name," how may I help you today?

Write down a brief description of the situation in the call log.
If possible, use the CALL TIPS below to attempt to assist the caller.

If you cannot assist the caller over the phone within five minutes let them know that their name and number will be forwarded and they will be contacted.

4. Ask them if there is anything else I can help you with? Thank you and have a good day.

CALL TIPS

Transfer a call

·        Press the transfer button
·        Enter in the extension where the call will be transferred
·        Listen to the phone ring once
·        Hang up

Transfer a call directly to voicemail

·        Press the transfer button
·        Dial 6997 #
·        Enter the extension number
·        Hit #
·        Hang up

Transfer a call, announcing the call before you hang up

·        Press the transfer button
·        Enter in the extension where the call will be transferred
·        Listen to the phone ring
·        Once the person answers the call, announce that you have a call on the line from “callers name” give a brief summary of the information you have. When ready, say that you will be connected once you hang up

To get a call back once transferred

·        When in doubt of what you have done in transferring a call, press CONNECT and this will bring you back to the original caller

For more information you can also contact the Dominican University IT Helpdesk at 708-524-6888 or by email at helpme@dom.edu