This is a tutorial on Practical Phone Procedures that every employee needs to know! As you review these slides, please be thinking about how you can contribute to meeting our mission and goals and how you might grow from your work experience.

1. “Good Afternoon, Thank you for calling the
Department of Student Life…”
This is a tutorial on Practical Phone Procedures that every
employee needs to know! As you review these slides,
please be thinking about how you can contribute to
meeting our mission and goals and how you might grow
from your work experience.

2. How Does A Phone Call Affect Me?
1. Students, faculty, and inquisitive patrons
call the Department frequently—it’s your
responsibility to direct them to the best
ability and with the most of your positivity!

3. A Short and Sweet Hello:
“Good morning or afternoon or evening,
Department of Student Life, (your first
name here) speaking. How may I direct
your call?”

4. The Basic Unit

5. Screen Settings:
The screen and options will
be different than when the
line is in use
The line in use will light up (1)
You will have the option to transfer (2)
*Note: When phone is not in use Call Forward option redirects your phone’s extension (i.e. 5851) to
another (i.e. 6176). Used primarily during MA round. Press button, dial extension; to undo, press again*
*
1
2
Before: During:

6. When Someone
Calls:
Things to Know
1. If they ask to speak with any
member of the professional staff
you must ask the following:
a. “May I ask who is calling and in
what regards?”
2. Make a note of this information
using your pink notepad →→→→
a. Include name, organization and
brief summary of their inquiry
b. proceed to contact said staff
member

7. When Someone
Calls: Things to Know (Pt 2)
4. To contact staff
members:
a. Press “Transfer”
b. Dial their extension
c. Don’t worry about
putting caller on hold, it
will happen
automatically.
← Listing of all MCU extensions, posted
on each phone!
*

8. When Someone Calls:
Things to know (Pt 3)
4. When staff member answers:
d. Inform them of who is
calling
e. If they choose to accept
call: you hang up and the
call will go through
f. If they choose to decline
the call: they will hang
up , you will
automatically have caller
back
g. Offer to take a message
5. If staff member doesn’t answer
h. Hang up, the caller will
return
i. Offer to take message
for the caller.

9. If you take a message,
the pink sheet goes in
the staff member’s
MAILBOX
*Mailboxes are located behind Cheryl’s desk!*

10. ➢Extension:
5851
➢Location:
CU 321
The MA
Phone:

11. The CD Phone:
➢ Location: The
Concierge
Desk
➢Extension:
6176

12. The CP Phone:
➢ Extension: 5078
➢ Location: Corner
Pocket

13. Tips for Success
• To place a call off campus:
– Dial 9
– Dial 1
– Enter area code
– Enter remaining digits
• Don’t feel flustered if you don’t know the answer to a question!
– Often times, directing customers to online resources (union.geneseo.edu OR
geneseo.edu) will help resolve this issue.
• If you need to ask Cheryl or a Manager about how to respond to a
caller, please put them on hold first.
– This option is available when line is in use (see previous slides*)
• Confidence is key but cannot replace phone procedure knowledge

14. Do your best (Challenge).
Ask for help when you need it (Support).
Smile and have fun (Service to others).