When answering a phone call, say:
“Lone Star College-Kingwood Library, this is _____.”
Do not answer with simply saying “hello.” You want to make sure the caller knows that they got the right number.
The tone of voice should be friendly and sound motivated to help the caller. Smiling helps influence the sound of your voice. Words and inflection are important as body-language are in face-to-face encounters.
This can be hard but listen to the whole problem (no matter how long it takes). It's important for the caller to be heard and feel like they are being taken care of.
Minutes on a phone can feel like a lifetime, especially while on hold. Communicate what you are doing so that they know that you are working to get them the answers they need. If they have been on hold for a few minutes, update the caller so that they know you haven't forgotten about them.
If you do not know the answer to the questions, direct the patron to someone who will. You can say:
"I don't know the answer to your question, but let me find out... I'm going to put you on hold while I get more information for you."
Ask the caller if there are any other questions before letting them go, be clear that you are terminating the call. Invite them to call back if they have any questions in the future.
We get calls from people in heightened emotional states. Many times they are upset and frustrated over a process or lack of answers provided elsewhere. Do not tell them to calm down. Instead, be a sympathetic listener and do what you can to help the caller get the answers they need.
Do not engage in bad behavior if the caller is abusive or rude you do not need to tolerate that behavior. Communicate to the caller that you are ending the call due to their offensive behavior and report the incident to your supervisor.
Bucki, James. "Professional Phone Etiquette: How You Greet a Customer on the Phone is Important for Business." The Balance: Small Business, 11 Feb. 2019, https://www.thebalancesmb.com/professional-business-phone-etiquette-2533549.
Rivera, Andreas. "Customer Service 101: Phone Etiquette for Small Businesses." Business News Daily , 18 July 2018, https://www.businessnewsdaily.com/6444-call-center-phone-etiquette.html
People read tone into written work, it is easy to misunderstand information. Because of this, it is better to communicate aurally as much as possible.
Do not use reply all unless you have been solicited to do so. Take the time to send the message to the right people, not all the recipients. Ask yourself, do all recipients need to see your reply?
Respond to emails in a timely manner while on duty.
We all make mistakes. But too many mistakes and regular grammatical and spelling errors can reflect poorly on you as a professional. Grammarly is a great add-on tool to assist in the proof-reading process.
Make sure sent emails have a clear and concise subject heading. It helps the receiver know what to expect and makes searching for the email later easier.
Call before you bring a community member (students, faculty, or staff) to someone's office. That person may be in a meeting that should not be interrupted, away from one's desk, or in need of some downtime during their lunch break. If unavailable, provide the community member with the person's contact information.
Make sure that the space is welcoming and the best it can be for our community. To do this, we need you to regularly walk the space and keep an eye on what is going on. Here are some ideas of things that you might want to be cognizant of and may need to be addressed:
Forward all phone calls to the full-time employee's phone for the caller to leave a message on their voicemail.
Most likely a student simply misinterpreted or misunderstood the employee. However, this is a learning opportunity for the team - we can’t change students but we can change how we interact with them. Together, we can try to identify a different tactic for future interactions. In addition, it might become something that everyone on staff can benefit from.
Full-Time Team Member
Please find out who they interacted with and let the supervisor of that person know so they can dig into the disconnect.
Whether the student wants to officially complain or is just “letting someone know,” Kaleigh and the supervisor of the employee need to be informed in case the student complains externally or later comes in to complain again.
*note: we are not talking about difficult student interactions that happen daily in the course of enforcing the policy. We are talking about when a student approaches an employee to make a complaint about another employee.
Part-Time Team Members:
Bring in a (1) supervisor or (2) FT employee to handle the complaint. If neither is available, fill out the incident report and give it to a supervisor.
Full-Time Team Members:
Student complaints should be recorded on the student incident report. It should be sent both to Kaleigh and the supervisor. The employee’s name needs to be indicated.