PHONE ETIQUETTE
Standard Greeting
Foley Library Circulation, how can I help?
Transfers
One moment while I transfer you.
Holds
It is important to place callers on hold when you are checking on a question. It is unprofessional to leave them on the line, where they can hear background noise and conversations. Always place callers on hold.
One moment while I place you on a brief hold so that I can check with my supervisor.
Length of phone calls
Phone calls should not be lengthy. More than a few minutes is too long. If a caller is being needy, flag down a supervisor.
Knowing when to end the call
If a patron is being chatty, you can say, "Sorry but I have to get back to work now."
When to just hang up!
If a patron is being inappropriate, abusive, harassing, you do not have to put up with it. Just hang up. If you are able to write down their phone number before you end the call, we can report it to IT and have the number blocked.
