Foley Library has service desk phones. When answering the phones, use this basic script:
“Foley Library Circulation, how can I help?”
When fielding phone calls, you may encounter a question that you do not know the answer to. In these cases, ask the caller to wait while you confer with a supervisor, and place the phone caller on hold.
"Could you please hold while I ask my supervisor?"
It is important to place the caller on hold so that they do not overhear your conversation with your supervisor. Placing a caller on hold is good, professional phone etiquette.
You may need to transfer the caller. To transfer, make sure you first warn the patron.
"One moment while I transfer you."
On the phone, tap the transfer button, then dial the four digit extension and hit “Send.” This will send the caller to the line.
Foley Library - There is More Than One!
One thing to note about phone calls: there is a Foley Library in Alabama. If you get a phone call from someone with a southern accent and the question does not make sense, they may be trying to reach the Foley Public Library in Foley, Alabama. This happens at least once a year! If you think the patron you are talking to may be trying to call a different library, you can ask "Are you trying to reach the Gonzaga University library in Spokane, Washington?" If they are calling for another library, this question usually clues them in that they have called the wrong place.
Phone calls count as patron interactions! Remember to log them in libinsight!