residential service desk manual · residential service desk manual 2019-2020 revised: 07/15/19...

Residential Service Desk

Manual

Residential Service Desk Manual

2019-2020

Revised: 07/15/19

TABLE OF CONTENTS

Existing sections - need editing/updating

1. Bin System

2. Early Arrivals

3. Email

4. Emergencies

5. Facilities/Furniture

6. Laundry Cards

7. Key Loan Form

8. Lost & Found

9. Check In

10. Check Out

11. Phone

12. Shift Responsibilities

13. Work Orders

14. FAQ

New sections - need drafting and added

1. 2019-2020 Desk Plan

2. Customer Service

3. Compliance (animals, Clery)

4. Who to Call

5. HHLC Desk Specifics

6. Laker Village Desk Specifics

7. Niemeyer Desk Specifics

8. South E Desk Specifics

9. Winter Hall Desk Specifics


2019-2020

Revised: 07/15/19

BIN SYSTEM Remember: When filing a form in any bin, always file it in alphabetical order

Bin #1: Lockout/Temp Loan

● What’s In Here: Loan forms that are for lockouts or temporary loans (fewer than 7 days) ● What DAs Do: Remind residents taking a spare key or spare card that it must be returned

within 7 days (give date) or the spare will be cancelled and they will be charged for the

replacement card ($15) or a recore ($45-$95) ● What Desk Supervisor Does: Check for any spares that have been out more than 7 days;

order recores or new cards; charge residents ● What It Means For Resident: They must return spare keys or cards within 7 days or they will

automatically be charged

Bin #2: Order

● What’s In Here: Forms from Bin #1 older than 7 days and forms for immediate reorders ● What DAs Do: Inform residents they’ll be charged $45-$95 for a brass key or $15 for an

access card; issue a spare to use until their new key/card arrives ● What Desk Supervisor Does: Order new keys/cards and move forms to Bin #3 ● What It Means For Residents: They are being charged and will be emailed when their

new key or card is in

Bin #3: In-Process

● What’s In Here: Forms that have been reordered, but we haven’t gotten the new items

yet ● What DAs Do: Nothing, but forms are there for reference if needed ● What Desk Supervisor Does: Process new items when they arrive and update the master

roster ● What It Means For Residents: They have a spare out and are waiting on their new item

Bin #4: Pick-Up

● What’s In Here: New cards that have been processed or brass key deliveries ready for

pick-up ● What DAs Do: Email and call residents daily (during opening shift) ● What Desk Supervisor Does: Nothing ● What It Means For Residents: They need to come get their item within 7 days to avoid

additional charges

Bin #5: Complete

● What’s In Here: Forms for items that were picked up ● What DAs Do: Nothing ● What Desk Supervisor Does: Update new key cores on the master roster; charge residents

if the key was not picked up within one week ● What It Means For Residents: Nothing


2019-2020

Revised: 07/15/19

EARLY ARRIVALS

Unannounced Early Arrivals (people that show up and don’t have an envelope):

1. Call the LCD for that area and see if they can deliver the keys

2. If the LCD cannot, confirm their room assignment on the master roster (using student G

number) and give the student a spare brass key and access card

a. Make sure to fill out a key loan form (Bin #1)

b. On the form note “UNREGISTERED EA” so we know

c. Hang a yellow spare tag in the key box and put a business card with the students

name on it in the card binder

3. Check them into campus via THD Mobile (see directions below)

Registered Early Arrivals (people that have an envelope at the desk):

1. Ask for the student’s ID

2. Find their envelope in the box

3. Explain how to use the access card and brass key

4. Let them know to follow any special instructions in the envelope

5. Remind them to complete their Housing Condition Summary located in Myhousing

6. Check them into campus via THD Mobile (see directions below)

When a new student checks in (during opening or as a new assignment to campus):

1. Go to: https://housing-web.server.gvsu.edu/security/login_deskstaff.cfm

2. Log in using the THD Mobile username and password

3. Search for the student by name or G#

4. Select which student you would like to check-in

5. Clear out any key information that was previously entered

6. Enter their new key information that they are receiving

7. Confirm that their emergency contact information is accurate

8. Click “Check-In”

9. Note transaction in the desk log


2019-2020

Revised: 07/15/19

EMAIL

Expectations:

● Only use Outlook for email

● Make sure to check emails regularly during your shift

● Forward or respond to emails when appropriate

● When there are items turned in for an LCD, email them to the LCD to let them know

When Emailing Residents:

● Copy and paste the email address from the roster or THD

● If applicable, use a signature (pre-written template emails):

o Found access card

o Found brass/mailbox key (to all residents in unit)

o Spare due

o Lost item pick up

o New AC pick up

o New brass/mailbox key pick up (to all residents in unit)

● Sign your own first name above the desk signature

● If an email gets bounced back (MAILER-DAEMON@MAILER-DAEMON) make sure to find

the correct address and email them again (correct it on their form as well)

● If sending an email to multiple residents at once, you MUST put all email addresses in the

BCC box


2019-2020

Revised: 07/15/19

EMERGENCIES

In the event of an emergency, dial 911 for the fire department, police, or ambulance!

For non-emergencies call GVPD at 331-3255 or Facilities at 331-3000.

If an emergency situation (ie: fire) requires you to evacuate the building, close and lock the desk

window and desk door before exiting the building

If you need to reach Housing staff for an issue or emergency:

● During business hours (Monday-Friday 8am-5pm)

o 1st – Call in-area staff (GA or LCD office)

o 2nd – Call the Central Housing Office

o 3rd – Call duty staff (On-duty GA for zone A or B)

▪ Grad A: (616) 889-0254

▪ Grad B: (616) 889-0280

● During weekends and non-business hours (5pm-8am)

o Emergencies: 911, then GA on Duty

o Non-Emergencies: RA on duty, then GA on Duty

Guidelines for the Grad Duty Phone Numbers:

● These numbers can be given to RA staff on duty, GVPD officers, Counseling Center staff,

and other University officials.

● Residents, parents, or other non-University staff should not be given these numbers.

● You should never give out the personal cellphone numbers of Housing staff to anyone.

Zone A:

● North C, Hills, & Frey

● Kirkpatrick, Seidman, Stafford, & Swanson

● Holton Hooker

● Laker Village

● South C/D/E

Zone B:

● Robinson, Maple, Oak & Pine

● Weed, Hoobler, Ott & Johnson

● Kistler

● Niemeyer & Calder

● Murray, VanSteeland, & GVA

● Winter & Secchia

● Pew, Picard, Devos & Copeland


2019-2020

Revised: 07/15/19

FACILITIES/FURNITURE

Maintenance

Facilities Services

Submit a work order

● Window screens

● Window/glass replacement

● Bathroom

● Kitchen appliances

● Floors/walls/ceilings

● Plumbing

● Electrical

● Carpet/tile

● Heating/cooling

● Light bulb replacement

● Locks/Doors

● Pest control

● Ice/snow removal

● Trash cans

Internet

Computer Tech Support

Call 616-331-2102

● Ethernet

● Internet connection

● Wall jacks

Phone

University Operator

Call 616-331-5000

● Phone connection

● Dialing local off campus numbers

Furniture

Move Crew

Submit a request via the Google Form

● Beds

● Bed pins

● Bed rails

● Wardrobes

● Dressers

● Desks

● Chairs

● Shelving

● Recycle bins

Cable

Charter Communications

800-314-7195

● Outages

● Connections

Vending Machines

Vending Supplier

Call the number on the side of the

machine

● Broken machines

● Refunds-have residents call

Laundry Machines/VTM Machine

AAL Laundry

Call the number on the machine

● See “Laundry” for additional help


2019-2020

Revised: 07/15/19

FERPA

What is FERPA?

FERPA is an acronym for the Family Educational Rights and Privacy Act and is a federal law

designed to protect the privacy of student education records.

What does it mean for Desk Assistants?

You cannot give out any information about any student to anyone except that student. They

must provide ID to confirm their identity.

What should I do if someone else wants information?

Find out what building the student lives in and direct the call or message to the appropriate

Living Center Director.

What should I do if someone wants to leave a message for a student?

Desk Assistants cannot take messages for students or pass along messages for a student to call

or email their parent/guardian. Direct them to the appropriate LCD.

What should I do if someone wants to know the room number or phone number for a student?

The person needs to find out the student’s information on their own. You cannot give out this

information to ANYONE including parents, delivery companies, or food deliveries. If there is a

problem call a Desk Supervisor or appropriate LCD to handle the situation.


2019-2020

Revised: 07/15/19

KEY DELIVERIES

New Brass Keys

1. Update the Brass Key Code with the new key core and the Brass Key Replacement Info

with the old key core

a. example “Brass Key Replacement Info: FA-32 replaced ##/##/##”

2. Email the Desk Supervisor(s)

3. Brass Keys

a. Look up what students live in that space in THD

b. Write their names on the bottom of the delivery sheet with a line for a signature

c. Place the extra spare key into the lockbox

i. If there is still an old key for that unit in the box place it in the “dead key”

box

New Access Cards

1. Update the “Issue Card #” in THD under the Card Replacement History

a. example, If the Issue # on the new card is 3, write “IC #2 replaced ##/##/##”

2. Email the Desk Supervisor(s)

3. Place envelope and delivery sheet in the Desk Manager mailbox


2019-2020

Revised: 07/15/19

LAUNDRY CARDS

If a resident has LOST their laundry card:

● Direct them to a VTM machine to purchase a new card

o VTM machines are found in Laker Village Community Center, Holton-Hooker,

North C, and Niemeyer Living Center, or Winter Hall

● It is $5 for the card itself, residents must then add money to the card to use in laundry

machines

● You MUST use a $5 bill to purchase a card; to add money you can use a $5, $10, or $20

bill

If a resident has a DAMAGED card:

● Cards that are damaged/broken by misuse will not be replaced by the desk

● Residents with damaged/broken cards may purchase a card at a VTM machine

● Tell them to hold on to their old card to turn in at the end of the year

If a resident has a FAILED card:

● If their card reads “ERR” on the machine or will not otherwise work, collect it and make a

note in the desk log of their name, building, room, G#, laundry card number, and what

the error was. Place the card in the Desk Supervisor mailbox.

● A Desk Supervisor will check the card and either return it to the resident if it is working or

replace the card if it no longer works

● There is one emergency laundry card kept at the desk, should a laundry card fail in the

middle of a laundry cycle (ie. clothes are wet and not able to be dried). It is a one-time

use card that must be returned to the desk. If it is not an emergency the resident will

have to wait until the card is checked and either returned or replaced. To give out the

emergency card follow these steps:

o Collect the student’s ID and let them know you will hold on to it until they return

the emergency card

o Note the date, resident name, G#, and starting balance of the card on the sign-

out sheet

o When the resident returns the emergency laundry card note the ending balance

on the sheet and give them their ID back

If a resident reports a problem with a washer or dryer:

● Direct them back to the laundry room to look at the machine number

● There is a phone number and website for the company posted on each machine in a

laundry room to call/go to in order to report problems


2019-2020

Revised: 07/15/19

KEY LOAN FORM

BLUE sections are filled out by the Desk Assistant

GREEN sections are filled out by the Desk Supervisor

RED sections will be where a resident signs they have checked out or returned an item

Initial Entry

● The top section is the resident’s information (from the roster or in THD)

● The “Problem” section should be filled out with their current key/card information

● If they are checking out a spare access card and/or brass key put that information in the

“Spare Issued” section and indicate the date that it is due

● A resident will sign that they are taking a spare (or spares) and that they understand the

charges associated with this

Key/Card Ordering

● A Desk Supervisor will enter work orders to replace keys or cards


2019-2020

Revised: 07/15/19

● Desk Supervisor(s) will also assess charges

Pick-Up

● Desk Supervisor(s) will note when the new item is ready

● Desk Assistants should note the date the spare was returned and their initials

● Residents should sign to confirm they have returned the loaned key and/or card


2019-2020

Revised: 07/15/19

LOST & FOUND

If a key or access card is turned in to the desk:

Search Item

● Using THD

1. Open THD (not THD mobile)

2. Select the correct term

3. Navigate to Reports

4. Select Saved Reports

5. Find “Key and Card Reports”

6. Double Click “Key Car Lookup Report”

7. Click Design Reports button

8. Click Report Filter

9. Select the field(s) you want from the dropdown:

o Card Info

o Brass Key Code

o Brass Key Replacement info

o Brass Mailbox Key

10. Select “LIKE” from the middle dropdown menu

11. Enter % sigg, type the card or key info, close with %, example: %346246537%, into the

third box

12. Click Add to Criteria

13. Click Run Report

● In the desk master roster

o If your desk keeps a master roster via Excel or Google Docs, please use the

search function (search all tabs)

● Call Key-Records to search their database

o Call 616-331-3861 and let them know you’re from Housing

Owner Found

● Residential Student

o If the resident uses your desk: Place the key in the Desk Supervisor’s mailbox

o If the resident uses a different desk: Intercampus mail the item to the front desk for

that resident’s community

▪ Email the supervisor(s) for that desk that the key is being sent to them

o Please do not email any resident about the found item (front desks will follow up

with the resident individually)

● Non-residential student/staff or faculty/other

o Place the item in intercampus mail to the appropriate office (if faculty/staff)

o Other items can be brought to GVPD for pick-up

No Owner Found

● Return the item to GVPD

If a lost item is turned in to the desk:

● Items of minor value (such as flash drives, clothing, sunglasses, water bottles, etc) will be

donated if they have no owner or are not picked up

● Property of value (purses/wallets, credit/debit cards, legal documents, drivers licenses or

other forms of ID, medication, etc) should be collected by GVPD – call them to pick it up


2019-2020

Revised: 07/15/19

MAIL: Sorting & Delivery

Sorting First Class Mail & Magazines

Examples: Handwritten letters and cards, subscribed periodicals, international mail, Address

Service Requested, Return Service Requested, Forwarding Service Requested, and Change

Service Requested

1. Mail will be dropped off to each desk by intercampus that has been pre-sorted by the

Ravines Mail & Package Center

2. Sort mail by building and room number and deliver mail to mailboxes the day mail is

received

Sorting UBBM/Unnamed Mail

Examples: Non-profit, presorted standard, or misdirected mail

1. Mail will be dropped off to each desk by intercampus mail pre-sorted by the Ravines Mail

& Package Center, mail needs to be distributed the same day that it arrives.

2. Misdirected mail may be placed in the misdirected mailbox of the Living Center and will

need to be collected and processed.

a. Check the name and address in THD to confirm that they live at that address

▪ If the address matches: please deliver to the correct mailbox.

▪ If the address does not match but the student still lives on campus: Go to

the “On-Campus Student” section of the Mail Forwarding page in this

binder

▪ If the address does not match and the student no longer lives on campus:

Write “Return to Sender” on the front and bundle it with other “Return to

Sender” UBBM mail for USPS to pick up

3. Sort mail by building and room number in preparation for delivery

4. Deliver mail to mailboxes the day mail is received

Things To Note:

● Never use black marker to cross out an address, cross it out neatly with black/blue pen

● Always double check if you are writing ANK or Undeliverable-This could be important

mail someone will not get

● If there are multiples of the student’s name, look in the History column in THD to confirm

you are delivering it/sending it to the correct place

● If you have any questions or are unclear of what to do with a piece of mail, contact the

desk supervisor for clarification


2019-2020

Revised: 07/15/19

MAIL: Forwarding First Class Mail & Magazines

Examples: Handwritten letters and cards, subscribed periodicals, international mail, Address

Service Requested, Return Service Requested, Forwarding Service Requested, and Change

Service Requested

On-Campus Student

● Sent through intercampus mail if it is being addressed to a student or an on-campus

employee or department.

1. Cross out the old address

2. Write the correct building and room number on the mail

3. Bundle each piece of mail with a rubber band, and put it with outgoing intercampus

mail

Off-Campus Student (including Pew Campus students)

1. Cross out the old address

2. Neatly write the forwarding address (found in THD)

3. Black out the barcode on the front of the envelope

4. Bundle each piece of mail with a rubber band and place with outgoing USPS mail

5. All mail with no forwarding address should be labeled ANK (attempted not known), and

bundled separately to be picked up by USPS

UBBM

● Examples: Non-profit, presorted standard, or mail with no name

● Write “UBBM” on each piece of mail. Bundle the mail with a rubber band, and put it with

outgoing USPS mail

Grand Valley State University 1 Campus Drive Allendale, MI 49401

Sally Jo Anybody 123 Everywhere Place City, State 00000

Please forward: 456 Someother Place City, State 00000

Grand Valley State University 1 Campus Drive Allendale, MI 49401

UBBM


2019-2020

Revised: 07/15/19

CHECK-IN

Changing rooms:


2. Find their envelope at the desk


4. Remind them to complete their Housing Condition Summary

5. Check them into campus via THD mobile (see directions below)

New assignment to campus


2. Find their envelope at the desk


4. Explain their keys and Housing Condition Summary

5. Check them into campus via THD mobile(see directions below)

When a new student checks in (during opening or as a new assignment to campus):

1. Go to: https://housing-web.server.gvsu.edu/security/login_deskstaff.cfm

2. Log in using the THD Mobile username and password

3. Search for the student by name or G#

4. Select which student you would like to check-in

5. Clear out any key information that was previously entered

6. Enter their new key information that they are receiving

7. Confirm that their emergency contact information is accurate

8. Click “Check-In”

9. Note transaction in the desk log


2019-2020

Revised: 07/15/19

CHECK OUT

Moving rooms (remaining on campus):

● Ask if they were told to check out with an RA or to complete a self checkout envelope

● Ask if they have moved all items out of their unit

● Collect their brass/mailbox key and access card (they will keep the same laundry card

for their new unit)

● Place the key and card in the self checkout envelope, have the student sign and date

the envelope

● Place the envelope in the correct Living Center Director’s mailbox

Moving off campus:

● Ask if they have met with the Living Center Director to complete a contract release

o If no: Attempt to reach Living Center Director (community or on duty) to

complete contract release

● Ask if they have moved all items out of their unit

● Collect their brass key, access card, and laundry card

● Place it in a self checkout envelope, have the student sign and date the envelope

● Place the envelope in the correct Living Center Director’s mailbox


2019-2020

Revised: 07/15/19

PHONE

Phone Etiquette:

● Recommended phrase for answering the phone: “[LOCATION OF DESK], this is [YOUR

NAME], how can I help you?”

o Ex: “Winter Hall Front Desk, this is John, how can I help you?”

● Always log phone interactions that require further attention in the desk log with their

name and a number to call back

To transfer a call:

1. Hit transfer

2. Dial 1 and the extension

3. If someone answers:

a. Tell the person who is calling for them and what about

b. Hit transfer (if needed)

c. Hang up

4. If no one answers:

a. Hit connect to get the caller back

b. Let them know that no one is in the office, ask if they would like to be transferred

to voicemail or give them the number so they can call later

To put someone on hold:

1. To put someone on hold – hit the hold button

a. Always let the caller know if you need to put them on hold

b. Don’t leave anyone on hold longer than 3 minutes

2. To take someone off hold – hit the flashing extension button

To call an outside line:

1. Dial 9, then the number with the area code included


2019-2020

Revised: 07/15/19

SHIFT RESPONSIBILITIES

OPENING

● Take down the closed sign and unlock the desk window

● Turn on the computer and sign into:

o Outlook

o Google Docs

o THD

● Start the desk log for the day

● Respond to any new emails in Outlook or forward as necessary

● Email any residents who have keys ready in the pick-up bin

● Email LCDs who have items in their mailboxes (Monday morning only)

DAILY TASKS

● Set aside mail for the person scheduled to the mail shift for that day (if applicable)

CLOSING

● Make sure any classroom or study space keys loaned out have been returned

● Wipe down desk, shelves, computer, keyboard, and phone with a Clorox wipe

● Close and lock exterior window and close the blinds

● If the duty phone is still in the office, please call the RA on Duty to pick it up (if

applicable)

● Close all programs and shut down the computer

● Close and lock desk window

● Hang closed sign

● Turn off lights

● Shut and lock door


2019-2020

Revised: 07/15/19

THD Looking up access cards in THD:

1. Under “Reports” choose “Students”

2. On the upper left where it already lists “Last Name”, “First Name” and “Student Number”

click to add “Hall”, “Room”, and “Access Card” or “Key Core Code”

3. On the right, filter records by choosing “Access Card” or “Key Core Code” in the first

drop down menu, “=” in the second, and typing the nine digit card number or brass key

core in the third in between two percentage signs, ex. %3814220596%

4. Click “add criteria” and then “refresh” and the owner of the card will appear on the

bottom

Looking up student emails in THD:

1. Search for the student name (last name, first name) in the top search bar

2. Select the “Students” tab on the left hand side, then select “Students” from the menu

3. Select the “General” tab and scroll down to the “Contact Information” section

o It will be listed on the bottom of this section

4. Confirm the building and room is correct by selecting the “Assignments” tab


2019-2020

Revised: 07/15/19

WORK ORDERS

To enter a work order:

1. Go to http://www.gvsu.edu/facilitiesservices/

2. Click on “Allendale” on the left side of the page.

3. Click on “Submit Work Order” on the left side of the page.

4. Follow the steps for the correct campus and building

5. Enter a contact name, phone, and email

a. If it is for a residential room, enter the resident’s contact information

b. If it is for the desk, enter a Desk Supervisor’s information

6. For area, select the applicable room or the nearest common area of the building

7. When describing the problem/request be as descriptive as possible so that maintenance

knows exactly what needs to be fixed and where it is

8. Click “Submit”

9. Put the Work Order number in the desk log

http://www.gvsu.edu/facilitiesservices/


2019-2020

Revised: 07/15/19

FAQs Can personal items be dropped off at the desk for pick-up?

● No, nothing can be left at the desk for someone else to pick up later.

What lots can students park in?

● Residents who have a parking pass can park in any lot designated with a yellow “R” –

mainly lots D4-D9 on north campus.

● Off-campus students with a valid commuter parking pass can park in any lots designated

with a red “R”.

● Students without a parking pass may park in the meters or go to GVPD to get a guest

pass (students get 20 guest passes per academic year).

Where do I find the master roster?

● Log into Google Drive using the desk log-on information. There is a link on the toolbar in

Chrome titled “Master Key Roster.”

What if a parent calls looking for their student?

● No information can be shared about a student due to FERPA guidelines (a national law

protecting a student’s privacy).

● You cannot call someone back letting them know if or when a message was delivered.

● If they have further questions or concerns you can give them the appropriate Living

Center Director’s office phone number.


2019-2020

Revised: 07/15/19

CUSTOMER SERVICE

CHO Student Employee Customer Service Training & Expectations

Remember: Our customers come first! They are our number 1 focus 100% of the time! You may

be the first contact that the customer has had with GVSU, make this impression count! The

contact that you have with the customer will stay with them long after your contact with them.

General Customer Service Expectations

o Be polite.

o Keep voices low, especially when discussing personal issues.

o Sometimes it is necessary to eat at the desk, however, if possible eat in the back or keep

your food out of view.

o Keep the front desk area neat and clean of clutter

o Announce appointments in a professional manner to the correct person

o All other activity, including personal conversation and other tasks should stop when a

customer comes in or calls.

o Listen to what your customer is saying or asking without interruption. Do not assume that

you know what they want.

o Make customers feel that they have your undivided attention

o Give friendly and helpful service. Do not let your personal issues affect how you relate to

our customers. Keep personal information out of your conversations

o Be knowledgeable about housing information and our website as well as the services that

our campus partners offer.

o Use “please” and “thank you” to show courtesy and respect

o Speak calmly to customers, even if they are angry. Reacting negatively only worsens the

situation. Contact a COT or AP if you need assistance.

o If you do not know the answer to something say to the person “Let me check on that”

rather than “I don’t know”. Always (very important) give the correct information. Never guess at

an answer.

o Know when it is appropriate to interrupt a meeting. Is it an emergency or can this customer

be called back?

Handling Rude or Impatient Customers/Callers

o Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier.

o Remember, their problems and concerns are important.

o Ask for assistance from a COT member or AP. Let the caller know that you will be placing

them on hold while you get someone who can help them further.

o It is great to try to help the customer, but generally these callers want to speak to a staff

member.

o When you notice that a caller is irritated or rude go ahead to transfer the call to a staff

member.

o In the event that a staff member is not available, explain to the caller that you understand

how important their concern is however, you will need to have someone call them back.

Phone Calls


2019-2020

Revised: 07/15/19

1. Use hold button when leaving the line so that the caller does not accidentally hear

conversations being held nearby.

2. When transferring a call, be sure to explain to the caller that you are doing so and where

you are

transferring them.

3. Remember that you may be the first and only contact a person may have with your

department,

and that first impression will stay with the caller long after the call is completed.

4. If the caller has reached the wrong department, be courteous. Sometimes they have

been

transferred all over with a simple question. If possible, attempt to find out where they should

call/to whom they should speak. They will greatly appreciate it.

o Always answer the call by the 3rd ring

o Before picking up the receiver, discontinue any other conversation or activity (eating, gum,

typing, etc)

o Keep paper and a pen near you so that you can write down their name, Gnumber and

any relevant notes.

o Speak clearly and distinctly in a pleasant tone of voice.

o Speak with a smile—callers can sense if you are not happy

o Do not use a speaker phone when answering the phone

o Do not chew gum or eat while answering the phone or while talking on the phone

o Identify the department and yourself “Housing and Residence Life this is…”

o Ask permission before placing a caller on hold and thank the caller for holding when you

return to the caller

o Use hold button when leaving the line so that the caller does not accidentally hear

conversations being held nearby.

o When transferring a call, be sure to explain to the caller that you are doing so and where

you are transferring them

o When transferring a call, inform staff member receiving the call of the student name, G

number and brief synopsis of the request

o It is better to return a call than to place a caller on hold for too long

o When taking a message, always repeat the phone number back to the caller to ensure

that your message will be accurate

o Avoid putting a customer on hold for too long. If you are going to take a long time to get

the information they need, offer to call them back. At that point, be sure to get all the

information necessary to make the call back. Follow up promptly with the customer.

o At the end of the conversation ask the caller if they have any other questions or if there is

anything else you can do to help them.

o If you are currently on one line and the other line rings:

o Ask the first caller, “May I place you on hold for a moment?”

o Place caller on hold.

o Answer the ringing line saying, "[Division Name]—can you hold for a moment please?"

o Wait for them to say “yes.”

o Place second caller on hold.

o Return to first caller and complete the call.

o Go back to the second caller.

o Say, "Thank you for holding, how may I help you?"


2019-2020

Revised: 07/15/19

NOTE: Sometimes you will have many lines ringing all at once. Please remember to write down

the names of the calls holding so you avoid asking who the caller is holding for more than once.

Office Customers

o Discontinue any other conversations before someone comes into the office.

o Walk in customers should see our smiles as well as hear them

o Make eye contact

o If the phone rings and you are the only one there to answer, ask the customer to wait a

moment while you answer the phone. Then when you answer the phone ask the caller to hold

while you finish with the other student. If there is someone else who is available to help call and

ask them if they can pick up the line that is holding. Then return to the walk in customer and

apologize for the delay.

o Do not talk about confidential information at the front desk or anything pertaining to our

students. Voices travel.

o Do not allow food to be seen

o Ask if the customer has any other questions or if there is anything else you can do to help

them.

o Announce appointments to staff in a professional manner. Announce the name and that

they had an appointment at the specified time.

Telephone Tips & Procedures

Transferring Calls:

1. Find out the name of the caller, repeat the name if you need to make sure you heard

them correctly

2. Let the caller know where you are transferring them.

3. Press the Transfer key.

4. Dial the extension where you are transferring them.

5. Announce the caller and the reason for the call

a. If the person accepts the call, press the hang up

b. b) If the person asks you to take a message, press the connect key. From there you can

take a paper message

Sending a Call to Voicemail:

1. Press the transfer key

2. Dial 12880

3. Dial extension number and ##.

4. Hang up when PhoneMail says "release the call"

Taking Messages:

1. Be prepared with pen and message pad when you answer the phone.

2. When taking messages be sure to ask for:

· Caller's name (asking the caller for correct spelling.)

· Student name and G number

· Caller's phone number and/or extension (including area code)

· What the call is regarding.

· Repeat the message to the caller.

· Be sure to fill in the date, time, and your initials.

· Place the message slip in the called party's inbox or in a conspicuous place in their office,

such as their chair.


2019-2020

Revised: 07/15/19

· Don't forget that you can transfer them to voicemail instead of taking a paper message,

but don't forget to ask, "Would you like me to transfer you to ______'s voicemail?" Do not assume

that the caller would rather go to voicemail. Always ask first.

residential service desk manual · residential service desk manual 2019-2020 revised: 07/15/19...

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