Desk EtiquetteDesk Etiquette

University of Wisconsin – WhitewaterUniversity of Wisconsin – Whitewater

(Your Department Name)(Your Department Name)

Attendance & AppearanceAttendance & Appearance

Work all scheduled shiftsWork all scheduled shifts Contact supervisor if you have a schedule conflictContact supervisor if you have a schedule conflict Turn off personal cell phone (no personal calls)Turn off personal cell phone (no personal calls) No personal homeworkNo personal homework

Casual DressCasual Dress Be modest (no butts, bellybuttons, or breasts)Be modest (no butts, bellybuttons, or breasts) No attire with writing (except UWW wear in good No attire with writing (except UWW wear in good

condition)condition)

You are our FIRST IMPRESSION!You are our FIRST IMPRESSION!

Use it WiselyUse it Wisely

Answering the PhoneAnswering the Phone

Be courteousBe courteous Good Morning/Good Afternoon/ Good Good Morning/Good Afternoon/ Good

EveningEvening How may I help you?How may I help you? Listen to the request the caller is makingListen to the request the caller is making

Rude CallersRude Callers Still maintain your politenessStill maintain your politeness Take their name/number and pass that to the Take their name/number and pass that to the

appropriate coordinatorappropriate coordinator

ConfidentialityConfidentiality

All information handled is confidentialAll information handled is confidential

Do NOT share information overheard in Do NOT share information overheard in our offices with people outside of our officeour offices with people outside of our office

Caller is requesting to speak with Caller is requesting to speak with someonesomeone

Let them know if the person is availableLet them know if the person is available

Ask:Ask: ““Would you like to be transferred to their Would you like to be transferred to their

voicemail?”voicemail?” ““Would you like to hold” (if you know they will Would you like to hold” (if you know they will

be off the call soon) – best to send to be off the call soon) – best to send to voicemailvoicemail

Tell the caller you will be transferring themTell the caller you will be transferring them

Transferring a callTransferring a call

Press the Transfer button on the bottom Press the Transfer button on the bottom right-hand side of the phone keypad. right-hand side of the phone keypad. [Tran][Tran]

Press the number of the extension of the Press the number of the extension of the person we need to transfer the caller to.person we need to transfer the caller to.

Press the Transfer button again. Press the Transfer button again.

Hang up the phone.Hang up the phone.

Leaving a messageLeaving a message

Have them spell out their name Have them spell out their name Spell it back to themSpell it back to them

Request their phone number Request their phone number Say it back to confirmSay it back to confirm

Ask “When is a good time to return your Ask “When is a good time to return your call”call”Ask if you can leave a messageAsk if you can leave a message This may be of a confidential natureThis may be of a confidential nature

Clarify any information Clarify any information

Scheduling an appointment over Scheduling an appointment over the phonethe phone

Pull up the identified staff personPull up the identified staff person Look for openings in their scheduleLook for openings in their schedule

Take the correct spelling of the caller’s nameTake the correct spelling of the caller’s name

Request a phone number where they can be Request a phone number where they can be reached reached Cell phone preferably Cell phone preferably

Memo SectionMemo Section Explain why the student wants to meetExplain why the student wants to meet

Thank them for their patience Thank them for their patience Reiterate the time of their meetingReiterate the time of their meeting

Drop-in’s or Walk-in’sDrop-in’s or Walk-in’s

Do not ASSUME the person this person Do not ASSUME the person this person wants to meet with is AVAILABLEwants to meet with is AVAILABLE They may not have “time” to meet They may not have “time” to meet

immediatelyimmediately

Explain the earliest this person can see Explain the earliest this person can see you is in 2 hours (if they have availability)you is in 2 hours (if they have availability)We are committed to people who have We are committed to people who have pre-scheduled appointmentspre-scheduled appointmentsFollow the same scheduling appointment Follow the same scheduling appointment procedures listed for phone appointmentsprocedures listed for phone appointments

Wisconsin Relay Phone SystemWisconsin Relay Phone System

This allows a text telephone user to call or This allows a text telephone user to call or be called using a voice telephonebe called using a voice telephone

The service number is 1-800-947-3529The service number is 1-800-947-3529

Other Duties as AssignedOther Duties as Assigned

Sorting MailSorting Mail

FilingFiling

Miscellaneous requests from in-house Miscellaneous requests from in-house staffstaff

Transitioning between ShiftsTransitioning between Shifts

Communication is important when Communication is important when transitioning from one student desk worker transitioning from one student desk worker to another. to another.

Tell each other the status of projects and /or Tell each other the status of projects and /or what tasks need to be completed. what tasks need to be completed.

Leave a detailed note if you are unable to Leave a detailed note if you are unable to connect.connect.

Closing the OfficeClosing the Office

Shut down computers close and lock room Shut down computers close and lock room doorsdoors

Shut down front desk computerShut down front desk computer Wipe off desks carrels with sanitizing sprayWipe off desks carrels with sanitizing spray Turn off copy machinesTurn off copy machines Bring sign in and close doorsBring sign in and close doors

Questions?????Questions?????

The only stupid question is the question The only stupid question is the question that is NOT askedthat is NOT asked