What to do when the phone rings.
- Answer the phone by saying, "Van Wylen library, this is ____, how can I help you?
- If you need to put the caller on hold, say "Can I put you on hold a moment?" Then say, "Thank you, one moment please." Press the Mute button to put them on hold and set the receiver down on the desk. (Don't hang up.)
- When you want to get the caller back on the line, press the Mute button again and say, "Thanks for holding."
- If you need to transfer the caller to a library staff member, let the caller know who you're transferring them to. Press the Transfer button, then dial the 4-digit extension of the library staff member, listen for the ring on the other end, then hang up. All library staff have voicemail, so if the staff member you transferred to isn't at their desk, the call will automatically go to voicemail.
Pro tips to keep it professional.
It's important to keep your language and tone professional when taking calls, and good phone skills will be very useful for your future careers. Here are some tips to help you improve your phone skills:
- Speak clearly and be confident.
- If you don't know the answer to a question, say "I'm not sure, but I can find out for you."
- If you can't understand the caller, ask them to repeat themselves until you understand them.
- Say "Can I put you on hold?" or "One moment, please," instead of "Hold on a sec."
- Say "Thanks for holding," instead of "Are you still there?"
- Ask "Can I transfer you to ____?" instead of "I'm going to transfer you."
- Say "You're welcome," instead of "Sure thing" or "You bet."
