Answering Calls for Your Department

1. Answer promptly (before the third ring if possible).
2. Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc that can be heard by the calling party.
3. Speak clearly and distinctly in a pleasant tone of voice.
4. Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby.
5. When transferring a call, be sure to explain to the caller that you are doing so and where you are transferring them.
6. Remember that you may be the first and only contact a person may have with your department, and that first impression will stay with the caller long after the call is completed.
7. If the caller has reached the wrong department, be courteous. Sometimes they have been transferred all over campus with a simple question. If possible, attempt to find out where they should call/to whom they should speak. They will greatly appreciate it.
8. When the called party is not in, the following responses should be used both to protect the privacy of the office staff and to give a more tactful response what You Mean.

Tell the Caller:
"He is out."
"He is not in the office at the moment. Would you like to leave a message on his voicemail?"
"I don't know where he is."
"He has stepped out of the office. Would you like to leave a message on his voicemail?"
"He is in the men's room."
"He has stepped out of the office. Would you like to leave a message on his voicemail?"
"He hasn't come in yet."
"I expect him shortly. Would you like to leave a message on his voicemail?"
"She took the day off."
"She is out of the office for the day. Can someone else help you or would you like her voicemail?"
"He doesn't want to be disturbed."
"He is unavailable at the moment. Would you like to leave a message on his voicemail?"
"She is busy" "She is unavailable at the moment. Would you like to leave a message on her voicemail?"