Desk Etiquette

University of Wisconsin – Whitewater (Your Department Name)

Attendance & Appearance

Work all scheduled shifts    Contact supervisor if you have a schedule conflict Turn off personal cell phone (no personal calls) No personal homework Casual Dress   Be modest (no butts, bellybuttons, or breasts) No attire with writing (except UWW wear in good condition)

You are our FIRST IMPRESSION!

Use it Wisely

Answering the Phone

Be courteous    Good Morning/Good Afternoon/ Good Evening How may I help you?

Listen to the request the caller is making Rude Callers   Still maintain your politeness Take their name/number and pass that to the appropriate coordinator

Confidentiality

All information handled is confidential Do NOT share information overheard in our offices with people outside of our office

Caller is requesting to speak with someone Let them know if the person is available Ask:   “Would you like to be transferred to their voicemail?” “Would you like to hold” (if you know they will be off the call soon) – best to send to voicemail Tell the caller you will be transferring them

Transferring a call Press the Transfer button on the bottom right-hand side of the phone keypad. [Tran] Press the number of the extension of the person we need to transfer the caller to.

Press the Transfer button again. Hang up the phone.

Leaving a message Have them spell out their name  Spell it back to them Request their phone number  Say it back to confirm Ask “When is a good time to return your call” Ask if you can leave a message  This may be of a confidential nature Clarify any information

Scheduling an appointment over the phone Pull up the identified staff person  Look for openings in their schedule Take the correct spelling of the caller’s name Request a phone number where they can be reached  Cell phone preferably Memo Section  Explain why the student wants to meet Thank them for their patience  Reiterate the time of their meeting

Drop in’s or Walk-in’s

Do not ASSUME the person this person wants to meet with is AVAILABLE  They may not have “time” to meet immediately Explain the earliest this person can see you is in 2 hours (if they have availability) We are committed to people who have pre-scheduled appointments Follow the same scheduling appointment procedures listed for phone appointments

Wisconsin Relay Phone System

This allows a text telephone user to call or be called using a voice telephone The service number is 1-800-947-3529

Other Duties as Assigned

Sorting Mail Filing Miscellaneous requests from in-house staff

Transitioning between Shifts

Communication is important when transitioning from one student desk worker to another. Tell each other the status of projects and /or what tasks need to be completed. Leave a detailed note if you are unable to connect.

Closing the Office

     Shut down computers close and lock room doors Shut down front desk computer Wipe off desks carrels with sanitizing spray Turn off copy machines Bring sign in and close doors

Questions?????

The only stupid question is the question that is NOT asked