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Customer
Service | Hints
Answering the Telephone
When the phone rings, it needs to be answered as soon as possible,
at least by the third ring. When answering the phone, say:
"University
Libraries, [your department], [your name], may I help you?"
Call
Waiting
Call Waiting is used on some departmental phones. A beep will be heard while
on the phone. Ask the patron you are assisting to hold, depress the switch hook,
and answer the second call. When you are finished, press the switch hook again,
and pick up the first call.
Help
Questions about Electronic Resources and Databases, InfoLinks, and general research
information should be directed to the Reference Desk (575–6645).
Hours
Requests for information about library hours should be directed to the recorded
message (575–4101) or the library home page (libinfo.uark.edu).
Placing Calls on Hold, Call Transfer, and Call Pick-Up
Sometimes when you are helping a patron at the desk, or need additional assistance,
it is necessary to put a patron on hold. To do this, indicate to the patron that
you need to put them on hold ("Will you please hold?"), and then follow
the telephone procedures for your department.
When transferring
a call, always give the patron the full telephone number of the person,
office, or department, in case the call is disconnected. Transfer
calls by pressing the switch hook, dialing the number (use the prefix "5" for
in-house calls), and hanging up the phone. If the line is busy, the
call will not be transferred. Tell the patron that the line is busy,
give them the department number and ask them to dial it directly.
If a phone
call is received for an individual in the Department who is not in,
offer to take a message. Include the caller's name, telephone number,
time, and date on the form. Be sure to put messages in the offices
or locations as directed by your supervisor.
Public
Address System / Emergency Paging
The public address (P.A.) system is to be used to clear the library at closing
and in emergency situations. The effective range of the P.A. system does not
cover all areas of the library. For this reason, areas with poor or no P.A. reception
must be checked by circulation personnel during closing or emergency procedures.
Except in cases of genuine emergencies, paging of persons will not be done.
Public Use Telephones
Pay telephones and a free campus phone are located in an alcove behind the East
Circulation Desk. Library users requesting to use a phone should be directed
to these phones. Phones at service desks are for library business use or for
genuine emergencies only. If there is an emergency, please also direct the patron
to a supervisor. It is preferable that emergency calls be made from a phone that
is not the one at the service desk.
Request for a person by name
If the caller asks for someone by name, check the online directory listing through
the StaffWeb. If the person cannot be located, ask the caller if they know in
which department the individual works, and transfer the call to that department.
Top | Customer
Service | Hints
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© University
of Arkansas Libraries
365 N. McIlroy Ave.
Fayetteville, AR 72701-4002
Phone: 479.575.4101
Toll-free: 866.818.8115
Fax: 479.575.6656 |
Contact
Us
Last modified:
Thursday, April 20, 2006
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