USING THE TELEPHONE
The props to support your telephone image include the pens and paper at the circulation desk. There is a list of library telephone numbers taped to the desktop in the well. The shelf under the counter next to the Circulation well has both a Central Maine phone book, (statewide phone books are at the Reference desk) and a campus directory, as well as this book. Answer the telephone, at latest by the third ring, preferably on the first ring. Identify yourself to the caller: "Miller Library, Circulation Desk, this is Jane Doe. How may I help you?" If you have to put the call on hold, ask the caller if you may do so. "Can you hold for 30 seconds?" If you know you will be unable to help them at the end of that time, ask your co-workers for help. If this is not possible either, or if the question is beyond your scope, transfer the call to either Eileen or Bob (see below for instructions). The quality of your voice should reflect a smile. Imagine a mirror in the well and smile at your reflection as you answer the call.
Transferring a Call
That telephone call justifies your presence at the Circulation Desk. That caller is your job and deserves the best you can give. Many of the calls you receive at Circulation will need to be transferred to the correct department (Yes, you are the Switchboard.) All transfers entail the same series of steps. The first is to ask permission to be transfer the caller. "I think, given your question, you should speak with a Reference Librarian. Her name is Peggy Menchen and the extension at the Reference Desk is 3463. May I transfer your call now?" On the affirmative, press the Transfer button, then either press the programmed button, or key the numbers of the extension. At this point you can wait for the pick-up and announce the call: "Hi, Peggy, Reference question." Then press the transfer button to complete the transaction. Alternatively, simply press the transfer button again, without announcing the call. The advantage of the first method is that you can screen the call and announce the caller (always politely). The advantage of the second is that if you are very busy at the desk you can direct the call and in the worse case, they still will be able to leave a message on voice mail. If you know the person is unavailable, offer the option of taking a message, or, transferring to that person's voice mail, or offer assistance yourself. If you cannot help, interrupt, politely, and say so; then suggest a message, or voice mail. Often time's library staff will leave specific instructions regarding expected calls. "I am in a meeting. If so-and-so calls tell them "blue.""
Telephone Manners
No matter what, you need to behave professionally on the telephone and maintain your composure. Ask for information, "May I tell her who is calling?" Use the caller's name, and provide courtesies: "Thank you for calling Dr. Jones." Request messages tactfully: "Will he know what this call is about?" Alternatively, "May I give him a message from you when he gets back?" Verify the information provided: "Your name, again, was: . . ." "Can you spell that for me please." "That phone number was: . . ." Your message should include the callerŐs full name, and business affiliation, phone number area code and extension, the message or action requested, the time and date of the call, and your name. It is also good to determine where the call is from: if we return a call at 8:00 am EST, it is 5:00 am in Seattle.
Above all else listen to the person you can think faster than they can talk. So answer the questions who, what, where, why, when and how, by listening to them. Also, direct the conversation as you must in order to help the caller identify their problem and then get them to the correct place to get their problem solved. That may not be the library. It may be the Vice PresidentŐ s Office or Security that they need. Each bureaucracy, firm, department, or business, has its own language, and structure; it is impossible and absurd to expect a caller to know and use these. Instead, your goal is to make this local dialect transparent. You are here to help.