Telephone Tips for Staff Procedure

Attached is a tips sheet from SEMLS written by a Reference Department staffer at Bridgewater Public Library. Please take a few minutes and review—many of the tips should be practiced. I’ve heard all of you on the phone with patrons one time or another. Many of you could use a course in how to work with a patron over the phone and in person. These tips can improve your style and help us deliver better service.

There is three areas that I would like to reinforce that are not on the sheet from SEMLS.

Taking messages.

1. Write down the caller’s name.

2. Get a return call phone number

3. If there is a message being left, write it all down. No short hand, cryptic words should be on the final message to the staff person.

4. Note the date and time of the call

5. Please sign the message—sometimes I need to clarify something with the message taker and I can’t tell who it is.

Answering NO.

There are few times when the only answer to a telephone patron is no. And those questions would be similar to : Is the library open on Sundays? Is this Pamela Anderson? Does anyone there speak Flemish? Get the idea?

But even with these questions, you should investigate a little further. “No, the library is closed on Sundays. Would you like our hours for the week?” Maybe the caller is looking for a library to use on Sundays and you could look that up or direct them to the SAILS website for other library hours. “No, no one speaks Flemish here.” Do you need something translated?” or “No, this isn’t Pamela would you care to speak with Elizabeth Taylor? She’s in reference....” (Sorry Ginny....)

What I want is for you all to investigate a little further. A “No” Answer is a little to short and curt. And many times the caller didn’t ask the right question for the information he wants.

AND one more thing about the phone: When we transfer calls to each other, the person or department being buzzed needs to talk FIRST. Yes, Aaron I especially mean you. When your phone is buzzed, pick up the receiver, and say “Hello” or “Yes” or “Eh?” or “Howdy” but acknowledge that you have picked up.