Telephone System

Many people make their 1st contact with Career Services over the telephone. Their 1st impression of us is strongly influenced by the way their call is handled.

To Answer:

From Secretary’s Desk:

  • When possible, the telephone should be answered on the 1st ring.
  • Before picking up the phone, SMILE…the people on the other end can hear the difference in your voice.
  • Pick up the handset.
  • Greet callers with “Thank you for calling Career Services…this is ______. How may I help you?”

From Cordless Phones:

  • When possible, the telephone should be answered on the 1st ring.
  • Before picking up the phone, SMILE…the people on the other end can hear the difference in your voice.
  • Pick up the handset and press TALK.
  • Greet callers with “Thank you for calling Career Services…this is ______. How may I help you?”

To Place on Hold:

From Secretary’s Desk:

  • Callers should be placed on HOLD if their issue cannot be addressed immediately or you need to ask someone in the office a question about the call.
  • Press HOLD button
  • Watch for line indicator to flash
  • Place handset back in cradle.
  • To remove hold, pick up handset
  • Press line
  • “Thank you for holding.”

From Cordless Phones:

  • Callers should be placed on HOLD if their issue cannot be addressed immediately or you need to ask someone in the office a question about the call.
  • Press HOLD button
  • To remove hold, Press TALK
  • “Thank you for holding.”

To Transfer:

From Secretary’s Desk:

  • With the caller on the line, press TRANSFER
  • Dial the 4 digit extension the call is to be transferred to
  • Press TRANSFER again
  • Hang up

From Cordless Phones:

  • With the caller on the line, press FLASH
  • Listen for broken dial tone
  • Dial the 4 digit extension the call is to be transferred to
  • Press OFF

Messages:

If the staff member is not available, respond with “I’m sorry. ______is away from his/her desk at the moment. May I take a message or try to help you?”

Accurate, complete, legible messages should be written down and placed in the appropriate workspace. When taking messages, obtain the following information:

  • Caller’s name
  • Company / Organization
  • Call back number
  • Date & time called
  • Message

Message pads or blank note cards are kept near all phones.

Closing:

The conversation should close with “Thank you for calling. Good bye!”

Important Numbers to Memorize:

Main Office Line:662-846-4646

Jason’s Direct Line:662-846-4647

Alternate Line: 662-846-4651

Fax #:662-846-4680

VP for Student Affairs662-846-4150

DSU Police Dept.662-846-4155