Phone Etiquette
Please answer the phone, if you are monitoring the office
"Murrell Library, this is (your name), may I help you?"
For placing calls on hold when you have people in front of you:
"Murrell Library, can you hold please?"
When you get back to the caller on hold, answer with the initial greeting of "Murrell Library, this is (your name), may I help you?"
- Be polite and courteous.
- Repeat the caller's question for clarification and provide an answer.
- Always be polite--"please," "thank you," and "I am sorry."
- When the caller is speaking, listen to what he or she has to say without interruptions.
- If transferring a call, let the caller know before transferring the call. Tell the caller, in the event there is a disconnection, the number to reach Dr./Mr./Ms. (name) and their extension.
- To transfer calls, press the button under ‘Transfer’ on the screen, dial the extension, and then hang up the receiver.
Picking up calls from other phones.
