Always greet your caller:
"Good Morning/Afternoon/Evening, Spiva Library (your desk), this is (your name), how may I help you?"
- Smile--try saying the introduction with a smile and without one. You can hear the difference in your voice, even without being able to see the other person.
- Be polite and courteous.
- Repeat 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 caller, in the event there is a disconnection, the number to reach Mr./Mrs. (name) and their extension.
- To transfer calls, press TRANSFER, dial the extension, press TRANSFER again to complete the transfer or hang up the receiver.
- If the librarian is unavailable, please take a detailed message
- Name of caller
- Date & time of call
- Caller's phone number
- Detailed message
- Your signature
- Take the message to the person or alert her/him that a message is at the Circulation Desk.
