University Recreation Staff Training Modules Etiquette
|
|
- Laura Willis
- 8 years ago
- Views:
Transcription
1 University Recreation Staff Training Modules Etiquette This training module will outline the employee work practices we expect all staff members to follow. Lesson 1: Dress Code The employee dress code is in place to enhance the level of professionalism throughout University Recreation, add consistency throughout all areas within University Recreation, and to make our staff members easily recognizable to all patrons and participants. The following dress code must be adhered to, based on the position and nature of job responsibilities: All staff must wear close-toed shoes (except for lifeguards and office staff) and clothes must be in good shape (no rips, holes, etc. in shirts or pants). During cold weather, staff members are permitted to wear long-sleeves under the required staff shirt, a University Recreation fleece, a UREC hoodie, or UREC jacket. However, a University Recreation logo and staff ID badge must always be on the outer layer of clothing. Always wear your UREC polo or other UREC approved top and bottoms. Always wear proper footwear for your area. As a UREC employee you are expected to present a clean and professional appearance when you represent us.
2 Lesson 2: Answering the phone Proper telephone etiquette is very important in that you are representing UREC and Ferris State University. Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves callers with a favorable impression of you, our department, and Ferris State in general. Below are some helpful hints that will help make your phone conversations more effective. Remember this Using phrases such as "thank you" and "please" are essential in displaying a professional atmosphere. Listen actively and listen to others without interrupting. Answering Calls Try to answer the phone within three rings. Answering a phone too fast can catch the caller off guard and waiting too long can make the caller angry. When answering the phone always state: 1.) The Department, 2.) Your name, and 3.) How you may be of assistance (Example: University Recreation this is, how can I help you? ) Smile - it shows, even through the phone; speak in a pleasant tone of voice - the caller will appreciate it. Ask the caller for their name, even if their name is not necessary for the call. This shows you have taken an interest in them. If the caller has reached a wrong number, be courteous. Sometimes a caller is transferred all over campus with a simple question and the caller gets frustrated. If possible, take the time to find out where they should be calling/to whom they should be speaking. Use the hold button when leaving a line so that the caller does not accidentally overhear conversations being held nearby. Making Calls When you call someone and they answer the phone, do not say "Who am I speaking with?" without first identifying yourself: (Example - "This is Emily from University Recreation. To whom am I speaking?") Always know and state the purpose of the communication. When you reach a wrong number, say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And then hang up. Make sure to leave a number/message for someone to call you back.
3 Handling Rude or Impatient Callers Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier. Always show willingness to resolve the problem or conflict. Try to think like the caller. Remember, their problems and concerns are important. Offer to have your supervisor talk to the caller or call him/her back if the caller persists. Be willing to handle irate callers. Speak slowly and calmly. Be firm with your answers, but understanding. Sometimes the irate caller just wants someone in a supervisory capacity to listen to their story even if you are unable to help them. Placing Calls on Hold When putting a caller on hold, always ask permission. Examples: "Would you mind holding while I check?" or "Can you hold briefly while I see if Mrs. Horn is available?" When taking a caller off of hold, always thank them for holding. Sometimes you may have other lines ringing too. Remember to write down the names of callers holding so you avoid asking who the caller is holding for more than once. Transferring Calls If the caller needs to speak to another person please ask the called person if they are available to take a call and provide information on who is calling and what the call is about. If the called person is able to take the call, transfer the caller directly to the proper extension. If the called party does not wish to take the call, return to the caller (Example He/she is out of the office, may I take a message or would you like his/her voic ?")
4 Taking Messages Be prepared with pen and message slip when you answer the phone. When taking messages be sure to ask for: o Caller's name (asking the caller for correct spelling.) o Caller's phone number and/or extension (including area code) 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 mailbox. Don't forget that you can transfer them to voic instead of taking a paper message, but don't forget to ask, "Would you like me to transfer you to his/her voic ?" Do not assume that the caller would rather go to voic . Always ask first. Remember this When answering the phone always state: 1. The Department 2. Your name 3. How you may be of assistance Example: University Recreation this is, how can I help you? Tips for multitasking When speaking to a patron in person and the phone rings, ask the patron to excuse you so you can answer the phone. If possible, try and help the patron on the phone before putting them on hold or transferring them. Use your best judgment if you can quickly and efficiently answer the question on the phone. If it requires more time, ask if you can put them on hold and finish up with the current patron. If the patron on the phone needs to talk to a professional staff member, get as much information about the call before prompting the professional staff. Get the name of the caller and what the call is about. If you need to take a message from the caller, make sure to use the carbon copy message pad and get as much information from the caller you can. Place the white copy in the appropriate mail box.
5 Lesson 3: Walkie-Talkie Control Make sure the walkie talkie is always ON and the volume is on HIGH. When you need to use the walkie for communication, wait 2 seconds after pressing the button to begin speaking and wait for a response. Always start walkie communication with: 1. Your position 2. Followed by to 3. And the position being called Example: Fitness Center to Building Manager Response: go ahead this is the Building Manager Relay message and wait for confirmation that it was received. Example: Fitness Center to Building Manager Response: go ahead this is the Building Manager Do you have towels that need to be folded? Response: yes we do, I will be right up with some When you are receiving a walkie communication: 1. Wait for the person to finish speaking before responding 2. Then give confirmation that the message was received Example: Building Manager to staff member Building Manager to Weight Room Weight Room staff go ahead, this is the Weight Room Building Manager Mara, can you stay an extra 15 minutes? Weight Room Sure I can Building Manager Thanks Mara, I will have a Rec Buck slip for you to sign before leaving
6 Lesson 4: Texting and Facebook Usage Is your technology hurting your professional image? Our technology (smartphones, tablets and laptops) has become such an integral part of our lives that we often lose perspective on how these devices can affect our behavior. Inappropriate smartphone or tablet use at work may also be contagious. If one person is constantly glued to his or her device, it gives others the incentive to do the same, causing a domino effect of bad technology manners. If you have ever been a customer or patron waiting for service from someone who clearly is distracted by their cell phone, you know that it s not okay. Following are a few UREC technology etiquette tips: The patron in front of you is always the priority. Make this your golden rule. If you interrupt a faceto-face conversation to respond to a text or take a personal call, you are communicating to the person you are speaking with that they are less important. Focusing on your phone instead of your surroundings creates a barrier between you and UREC patrons. This creates an unsafe environment because you are not focused on your job. It only takes a second for an injury or accident to occur and seconds count in a serious life threatening situation. Be respectful. We all have to take an occasional personal call or return a text at the office, but take your conversation to a private space, away from the hustle and bustle of the lobby, fitness center, etc. The hallway leading to the pool or classroom 002 are good choices. If you have to text, please wait until you are alone at your workstation. Take advantage of voic . If it s not an important call, let the message go to voic . Set the example. One single employee can start a downward spiral with his or her bad tech habits. Do your part to encourage participation from your fellow coworkers to maintain a professional work environment, with limited access to unnecessary texting and cell phone use when it is taking time away from your job responsibilities. When one person sets the bar high, other s will follow Silence it. Change your phone setting so that its ring tone is not blaring during a meeting or at your workstation. The buzz, buzz, buzz of the vibrate tone is even more disturbing. And finally, while it goes without saying, the restroom is not a place to conduct personal or social business with your technology. There is a time and a place for everything. You determine when to use your technology, rather than allowing your technology to dictate the rules.
7 Lesson 5: Workplace Gossip and Misinformation According to Scott Hunter, author of Making Work Work, When gossip infects the workplace, people shift their focus to what is wrong and what is not working, rather than on what is possible. When gossip is present, there is no communication, no understanding, no appreciation of the other person s position, no intimacy, and certainly no trust. Gossip causes turnover and can be an irreversible problems if left to grow and spread within the workplace. So, here are some tips for us to help build a gossip-free UREC environment. 1. Gossip is very unprofessional. Learn to remain neutral and not say anything at all. Lead by example by avoiding gossip. When you hear it, let it go in one ear and out the other. 2. If you are the target of gossip, don t let it upset you. Gossipers like to get a reaction and if you ignore them, they will leave you alone in the future. 3. Always remember this Turkish proverb, Who gossips to you will gossip of you. Remember that every employee of the University Recreation department is a part of the greater whole. Although each person has different levels of responsibility, it doesn't mean he or she isn't a valuable staff member for the department. Remember that each person plays an integral role and without everyone working together the department wouldn't function on a day-to-day basis. Lesson 6: Ownership of the Student Recreation Center facility As a UREC employee, we expect you to take ownership of the building We expect you to take pride in the place you work and the job you do If you see trash on the ground or something out of place, put it back in its proper place or notify the appropriate staff to handle the situation quickly The strength of the team is each individual member. The strength of each member is the team. QUIZ TIME!
Answering Calls For Your Department
Phone Etiquette Objectives Answering Calls Tactful Responses Taking Messages Handling Rude Callers Making calls Ending Conversations Voicemail Etiquette Caller Complaints Answering Calls For Your Department
More informationPresented by: Kelli McLeland Assistant Director of Student Employment
Presented by: Kelli McLeland Assistant Director of Student Employment Student Employee As a student employee, you represent the school. You re a partner with faculty, staff and other student workers. The
More informationProfessional Telephone Courtesy Guide
Professional Telephone Courtesy Guide Table of Contents Who are our Customers?... 2 Telephone Courtesy... 3 Answering the Telephone... 5 Placing a Caller on Hold... 6 Keeping Your Staff Well Informed...
More information10/25/2013. Why are Telephone Etiquettes Important? Learning Objectives. Training for Healthcare Professionals. Module :Telephone Etiquette
Module :Telephone Etiquette Training for Healthcare Professionals Why are Telephone Etiquettes Important? Imagine, you call up the switchboard of an organization. You want to just reach out to your friend.
More informationFAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE
FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE Performance standards have been developed for all Fairfield Public Schools Technology Department team members to follow.
More informationWhat do you need to know in the workplace?
What do you need to know in the workplace? Your internship may be the first time you ve worked in a professional setting. People will expect you to act as a professional. The rules are different among
More informationOrientation to Quality Customer Service
Orientation to Quality Customer Service This orientation contains crucial information for all new student employees at DePaul University. The orientation is designed to acquaint you with the everyday practices
More informationTelephone Etiquette. Tips for Telephone Customer Service. Student Employment, Department of Career Services 678-839-6431 westga.edu/studentemployment
Telephone Etiquette Tips for Telephone Customer Service Your employing department may have a specific manner of answering office phones. If so, please follow their guidelines. If, however, no office-specific
More informationBusiness Office. Phone Etiquette
Business Office Phone Etiquette Santa Maria-Bonita School District 708 South Miller Street Santa Maria, California 93454 (805) 928-1783 Excellent Customer Service and Answering Phones Presenting a professional
More informationLiving Our Values. VALUES: Teamwork, Integrity, Diversity, Excellence, Safety. The sick never inconvenience the well. ~ Eugene Stead, MD
Living Our Values Caring for Our Patients, Their Loved Ones and Each Other VALUES: Teamwork, Integrity, Diversity, Excellence, Safety Duke University Health System Patient Experience Oversight Team 2012
More informationWhy is service important?
Spring Conference April 30, 2009 through May 1, 2009 CUSTOMER SERVICE Marta De La Torre, RHIA, CHP, CHE Service Line Leader, Revenue Cycle Local Integrity & Privacy Officer Saint Agnes Medical Center Marta.delatorre@samc.com
More informationTELEPHONE ETIQUETTE AND CUSTOMER SERVICE
TELEPHONE ETIQUETTE AND CUSTOMER SERVICE Training Materials for BYU-Idaho Employees BYU-IDAHO HUMAN RESOURCES Kimball Building #240 Rexburg, Idaho (208) 496-1700 www.byui.edu/human-resources Last rev.:
More informationPhones. Step 1 Learn. Your Passport to Professionalism: Module 5. Steps in this module: Introduction. Module 5: Phones 1
Module 5: Phones 1 Your Passport to Professionalism: Module 5 Phones Steps in this module: 1. Learn: Read the following 6-page document. 2. Go to Earn Your Stamp and complete the reflection activity. Step
More informationHow To Be A Successful Customer Service Member At Walter'S Health Care Insurance
TASK I: Communication and Cultural Competence Module A: Customer Service California WIC Training Manual 6/1/2010 Task I/Module A Page i TABLE OF CONTENTS OVERVIEW..... 1 What Is Customer Service?......
More informationTown Of Concord. APP #45 Telephone Procedures, Policies & Guidelines. The Caller's Bill of Rights
Town Of Concord APP #45 Telephone Procedures, Policies & Guidelines The Caller's Bill of Rights It is the philosophy of the Town of Concord that every caller is entitled to: 1. a prompt response to his
More informationParks, Recreation Community Services
Department of and Parks, Recreation Community Services Telephone Procedures Manual A MESSAGE FROM THE DIRECTOR.. The first contact many residents have with city government is the voice that answers the
More informationFeature Reference. Features: Call Forwarding Call Waiting Conference Calling Outbound Caller ID Block Last Call Return VoiceMail
Feature Reference This document will provide you with information on and how to use the following features of your phone service with Standard Broadband. Features: Call Forwarding Call Waiting Conference
More informationOHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES
OHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES The Ohio Expositions Commission (OEC) is committed to providing the best possible service to customers both internal and external. In support of
More informationBSM Connection elearning Course
BSM Connection elearning Course Telephone Skills Training 2006, BSM Consulting All Rights Reserved. Table of Contents OVERVIEW... 1 FIRST IMPRESSIONS... 1 TELEPHONE COMMUNICATION TECHNIQUES... 1 VOICE
More informationLaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES
LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES 1 This Workshop Provides Strategies to: Deliver quality
More informationNational Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org
Public Relations for the Educational Office Professional National Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org Preface This publication is
More informationProviding Quality Customer Service
Providing Quality Customer Service What is Customer Service? For all school district employees to provide the best customer service possible, we must first understand customer service. There are many acceptable
More informationCustomer Service Essentials Telephone Customer Service
For Teachers Introduction More than ever before, the selling of goods and services is a very competitive market. Customers will go somewhere else if they don't receive excellent customer service. Gaining
More informationPhone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved
Compliments of Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved Introduction In today s world the telephone is one of the most important tools used to do business in
More informationTelephone Etiquette: Thirty-Six Tips. Before you answer be prepared (this includes knowing how to use the phone/system features):
Workforce Investment Act Pathways To Our Future Program Employment Unit Telephone Skills Telephone Etiquette: Thirty-Six Tips Before you answer be prepared (this includes knowing how to use the phone/system
More informationCustomer Service Manual
Customer Service Manual Produced: June 26, 2013 CUSTOMER SERVICE MANUAL Our goal is to give our patrons a positive and inviting image of our organization. Having professional, knowledgeable and positive
More informationCORPORATE TELEPHONE STANDARDS AND TELEPHONE USER GUIDE
CORPORATE TELEPHONE STANDARDS AND TELEPHONE USER GUIDE September 2008 INTRODUCTION TO CORPORATE TELEPHONE STANDARDS The 2007 Citizen survey revealed 71% of the Council s customers contact the organisation
More informationHELPFUL HINTS FOR VOIP PHONES
HELPFUL HINTS FOR VOIP PHONES TO LEAVE A MESSAGE IN MAILBOX WITHOUT CALLING THE NUMBER ACCESS THE LINE (GET DIAL TONE) - PRESS STAR DIAL 5 DIGIT NUMBER TO TRANSFER A CALL WITHOUT ANNOUNCING WHOSE CALLING
More informationPresented by: Heather J. Donnelly HDI Certified Instructor. Telephone Skills
Presented by: Heather J. Donnelly HDI Certified Instructor Telephone Skills Objectives Recall the key principles for dealing with an irate caller Apply specific techniques effective in providing excellent
More informationExercise: Effective Customer Care and Communication for Call Center Agents
Exercise: Effective Customer Care and Communication for Call Center Agents Introduction and Learning Objective: In this exercise participants will practice communication and customer services skills required
More informationContents. WOW! Phone Reference Guide
WOW! Phone Reference Guide Intro to WOW! Phone P-1 WOW! Phone Features P-1 Call Waiting P-1 Call Forwarding P-1 3-Way Calling P-1 Call Return P-1 Anonymous Call Rejection P-2 Caller ID P-2 Caller ID Block
More informationThe goal you want to accomplish during a telephone interview is to receive an invitation for an on-site interview.
Telephone Interviewing Tips The goal you want to accomplish during a telephone interview is to receive an invitation for an on-site interview. Conduct your telephone interview in an area where you can
More informationKu-ring-gai Council. Providing a Service to Customers Policy
Ku-ring-gai Council Providing a Service to Customers Policy Effective 24 June 2008 Ku-ring-gai Council Providing a Service to Customers Policy 1. PURPOSE The purpose of this policy is to formalise Ku-ring-gai
More informationCustomer Service Standards - Greetings
TRAINING MANUAL for improving the quality of service in the Healthcare Industry MODULE 2/14 Includes Chat Points and Learner Activities PLUS Trainer s Notes Customer Service Standards - Greetings The Healthcare
More informationOffice Etiquette and Professionalism. Working to support our military veterans in cooperation with Accenture
Office Etiquette and Professionalism Working to support our military veterans in cooperation with Accenture Published May 19, 2014 Workplace code of conduct A code of conduct outlines the mission and values
More informationLesson One: Introduction to Customer Service
Student s Name: Date: / / Lesson One: Introduction to Customer Service 1. Customer service is a relatively complex puzzle. While engaging customers, we are attempting to offer services in a manner that
More informationRV Receptionist Training - Customer Service
Learning Guide for the Developed by Annie Clasen through the Florida RV Trade Association & Florida Gateway College Learning Guide Introduction: Customer Service Techniques for the RV Receptionist Having
More informationHPUG_1014. Shaw Home Phone. User Guide
HPUG_1014 Shaw Home Phone. User Guide Hello. Welcome to the wonderful world of Shaw Home Phone. This tiny book tells you every detail you need to know to use all of your new phone features like a superstar.
More informationHow to Create a Great First Impression
How to Create a Great First Impression by Lenny Laskowski 1998 LJL Seminars http://www.ljlseminars.com CLICK HERE for our BRAND NEW Public Speaking Audio CD Special! They say you can't judge a book by
More informationChapter 4 COMMUNICATION SKILLS. The difference between verbal and nonverbal communication. The difference between hearing and listening
Chapter 4 COMMUNICATION SKILLS What You Will Learn The difference between verbal and nonverbal communication The difference between hearing and listening Factors that promote effective communication Barriers
More informationCustomer Service Training 101, Second Edition By Renee Evenson
Excerpt from: Customer Service Training 101, Second Edition By Renee Evenson Chapter One Taking Your First Steps: The Basics Always remember, the customer is the reason you have a job. What has happened
More informationWorking in a Customer Service Culture
Working in a Customer Service Culture Customer service skills course designed for participants in the Senior Community Service Employment Program. You can find the student guide to this course located
More informationWhy Be Aware of Professional Presence?
Professional Presence: Managing Non-verbal Communications Topeka IIA Topeka, KS November 18, 2010 Lael Holloway, Director Risk Advisory Services Kansas City, MO Why Be Aware of Professional Presence? According
More informationACCIDENT INVESTIGATION. Facilitator Guide
ACCIDENT INVESTIGATION Facilitator Guide Contents Overview....................................2 Training Materials..............................3 Preparation...................................3 Presentation
More informationVERIZON VOICE MAIL USER GUIDE DC/DE/MD/NJ/PA/VA REGION BUSINESS
VERIZON VOICE MAIL USER GUIDE DC/DE/MD/NJ/PA/VA REGION BUSINESS ABOUT YOUR VERIZON BUSINESS VOICE MAIL SERVICE Business Voice Mail service can be a benefit to your business and to callers who need to leave
More informationAT&T MERLIN COMMUNICATIONS SYSTEM ADMINISTRATION MANUAL: MODELS 206 AND 410 WITH FEATURE PACKAGE 1
AT&T MERLIN COMMUNICATIONS SYSTEM ADMINISTRATION MANUAL: MODELS 206 AND 410 WITH FEATURE PACKAGE 1 Table of Contents Page How to Use This Manual The MERLIN Voice Terminal Setting the Control Unit Model
More informationMake and receive. telephone calls. Unit Q107. What you will learn. Understand how to make telephone calls Understand how to receive and transfer
Unit Q107 Make and receive telephone calls What you will learn Understand how to make telephone calls Understand how to receive and transfer telephone calls Be able to make telephone calls Be able to receive
More informationWe thank you for being our customer, we take pride in providing superior and reliable Commercial Voice services to our customers.
Welcome to USA Communications Commercial Voice. We thank you for being our customer, we take pride in providing superior and reliable Commercial Voice services to our customers. This document should answer
More informationvsuite Home Phone Feature Reference
vsuite Home Phone Feature Reference Below is a list of features that are included with your new vsuite telephone service. Should you have any questions or problems with a feature please feel free to contact
More informationHofstra University School of Law Office of Academic Records
Hofstra University School of Law Office of Academic Records IMPORTANT EXAMINATION INFORMATION for ALL STUDENTS The Office of Academic Records is responsible for coordinating all final examinations. We
More informationExceptional Customer Service Means
MISSION: VISION: Creating inspired lives by connecting people with information and ideas. Mandel Public Library of West Palm Beach reaches out to inspire, inform and create a delightful quality of life.
More informationEtiquette Recognition of Rank or Position Gender Neutral Etiquette Telephone E-mail Cubicle Manners Business Cards, Appearance
OFFICE ETIQUETTE The definition of Etiquette is the conduct or procedure prescribed by authority to be observed in social and office environments. An organization s ability to accomplish its mission is
More informationCustom Calling Features
Anonymous Call Rejection Anonymous Call Rejection rejects calls from callers who block their Caller ID information, so the calls don t even ring through on your line. To Activate Call Rejection: Pick up
More information(email etiquette cont.) Formating Emails
Sending Emails 1. Make sure your e-mail includes a courteous greeting and closing. Helps to make your e-mail not seem demanding or terse. 2. Address your contact with the appropriate level of formality
More informationWelcome to the GreatCall Family.
pms2603 pms1235 pms226 pms298 How-To Guide Welcome to the GreatCall Family. Thank you for choosing the Jitterbug. At GreatCall, we ve made it easy for you to stay Orange - pms 143 connected to friends
More informationHome Phone Features User Guide
Home Phone Features User Guide You re sure when it s Sears Connect. TM Connect to the important things in life Sears Connect home phone service is a great way to stay connected to the important things
More informationWorkplace Etiquette : Your ticket to getting the results you want
Workplace Etiquette : Your ticket to getting the results you want WHAT WILL WE DISCUSS? What is Workplace Etiquette? Why it is important General Office Etiquette and some of the Workplace Do s and Don
More informationEffective Performance Appraisals
Effective Performance Appraisals Presented by: Ed Bennett University Consultants P. O. Box 9172 Asheville, NC, NC 28815 (704) 298-2740 Determining Your Performance Appraisal Mind Set 1. Before my performance
More informationUSE OF THE PHONE SERVICE AFTER DELIVERY OF THIS DOCUMENT CONSTITUTES YOUR ACKNOWLEDGEMENT OF THE E911 NOTICE ABOVE.
E911 Notice This notice is required by the rules of the Federal Communications Commission. The Net2Phone Office Phone Service (the Phone Service ) may have E911 limitations specified below: In order for
More informationJob Shadow What is a job shadow? Why is a job shadow important to me? How do I make a job shadow happen? What do I take to a job shadow?
Job Shadow What is a job shadow? A job shadow is a learning experience that takes place at a business or your choice in your community and/or in surrounding communities. The experience is typically 2-4
More informationCALL MANAGEMENT SERVICES. User Guide. 1 888 télébec telebec.com
CALL MANAGEMENT SERVICES User Guide 888 télébec telebec.com QUICK REFERENCE Télébec Call Management Services - Important Codes Service Activation Cancellation Call Blocking 6 7 Call Forwarding 7 2 7 3
More informationPhone System Guide Handout
Phone System Guide Handout Union Institute & University September 2012 Rev 1 9/6/2012 1 Contents Union Institute & University... 1 Introduction... 4 Section 1 Phone System Voicemail:... 5 Section 2 Phone
More informationCommitment to Customer Care Providing a high quality patient experience
Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Our promise: At Sheffield Teaching Hospitals, all receptions will The Commitment to Customer Care Guide
More informationMeridian 8009 Business Terminal User Guide
For additional information, Dial Telecommunications Center Centrex Services... -44 University of Nebraska - Lincoln Telecommunications Center Nebraska Hall Lincoln, NE 68588-05 (40) 47-000 The University
More informationWorkplace Behavior and Professionalism: Keys for Job Success
Faculty Workplace Behavior and Professionalism: Keys for Job Success Debra Nickolson Coordinator of Customer Relations Behavioral Health Systems Birmingham, Alabama Satellite Conference and Live Webcast
More information1183 Finch Ave W # 204 North York, Ontario M3J 2G2 Tel: 647-795-8182 Fax: 416-763- 1200 Tol Free: 1-844-617-1487 email: mail@ansr4me.
1183 Finch Ave W # 204 North York, Ontario M3J 2G2 Tel: 647-795-8182 Fax: 416-763- 1200 Tol Free: 1-844-617-1487 email: mail@ansr4me.com Virtual Assistant Show your clients you re ready to do business.
More informationBusiness Feature Pack
Business Feature Pack Purpose: To provide an explanation and example of each feature and service that Bright House Networks Business Solutions offers. Each item will provide the reader with the following:
More informationAdvantages of the Phone Interview. Types of Telephone Interviews. What to Expect
The Telephone Interview Telephone interviews are used by companies to screen candidates and narrow the pool of applicants who will be invited for in-person interviews. They minimize expenses associated
More informationPreparing to Serve: Online Training Modules
Preparing to Serve: Online Training Modules M A S S E N, A. A N D K O W A L E W S K I, B. ( E D S. ) C O P Y R I G H T 2 0 1 0. W E B E R S T A T E U N I V E R S I T Y P R E P A R I N G T O S E R V E :
More informationTelephone Techniques ANGER MANAGEMENT. How to Prevent or Process an Angry Caller. 2012 Dexcomm All Rights Reserved
Telephone Techniques ANGER MANAGEMENT How to Prevent or Process an Angry Caller 2012 Dexcomm All Rights Reserved 2 PREFACE: JAMEY HOPPER PRESIDENT Our passion is properly serving customers. Our passion
More informationCommunication: The Key to Performance Management. Participant Guide
Communication: The Key to Performance Management Participant Guide Table of Contents Welcome... 1 Course Overview... 2 Why a Communication: The Key to Performance Management program?... 2 Target Audience...
More informationAnonymous Call Rejection
Anonymous Call Rejection Don t waste time taking calls you don t want. Anonymous Call Rejection (ACR) allows you to block incoming calls from people who use *67 to block their phone number as well as calls
More informationCustomer Service and Communication. Bringing service to the next level
Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park
More informationVerbal Communication II
Verbal Communication II Course Health Science Unit II Communication Essential Question How does the communication process affect health care delivery? TEKS 130.204 (c) 2A, 2B, 3B, 3C Prior Student Learning
More informationPreparation is the key to solid performance in any interview. The time and energy you spend preparing will allow you to approach the interview with
Preparation is the key to solid performance in any interview. The time and energy you spend preparing will allow you to approach the interview with confidence. At That s Good HR, we take our responsibility
More informationNetwork to Work Meeting Resource Materials September 2015
Network to Work Meeting Resource Materials September 2015 The way you present yourself at work has an impact on your co-workers and your work environment. Workplace etiquette refers to the kinds of social
More informationBasic business. telephone etiquette. Using good telephone etiquette. Unit. A. Be polite. B. Respect other people's time
Unit 01 Using good telephone etiquette A. Be polite Basic business telephone etiquette Key words and phrases a bad time a good time check in on free interrupt on hold voice mail voice mail messages Use
More informationCalling Feature Instructions
Rainier Connect Calling Feature Instructions Anonymous Call Rejection (*77) Call Forward Busy (*90) Call Forward No Answer (*92) Also known as Block the Blocker and Privacy Block it blocks private or anonymous
More informationTelephone Etiquette/Telephone Interviewing and Listening Skills
Department of Public Social Services Telephone Etiquette/Telephone Interviewing and Listening Skills Marsha Bryant-Hurt, Director Human Resources Division DPSS Academy Table of Contents Introduction of
More informationMobile MessageBank Standard User Guide
Mobile MessageBank Stard User Guide 1. The World Of Mobile MessageBank 2. MessageBank Stard Set Up 3. Using MessageBank 4. Options 5. How to use the features within MessageBank 6. Pricing 7. Billing 8.
More informationCSCI: 133 Database Concepts I (SQL) (3 credits) Course Description
CSCI: 133 Database Concepts I (SQL) (3 credits) Course Description This course provides students with an introduction to database concepts. The students will use the select statement to query the database
More informationRESIDENTIAL DIGITAL VOICE USER GUIDE
WELCOME Welcome to USA Communications Digital Voice. We thank you for being our customer; we take pride in providing superior and reliable Residential Digital Voice services to our customers. This document
More informationParker School s ipad Reference Manual
Parker School s ipad Reference Manual Introduction Contents Acceptable Use Policy Overview Parker School s Network Guidelines Introduction User Requirements ipad and ipad Accessory Requirements How to
More informationThe Challenge of Helping Adults Learn: Principles for Teaching Technical Information to Adults
The Challenge of Helping Adults Learn: Principles for Teaching Technical Information to Adults S. Joseph Levine, Ph.D. Michigan State University levine@msu.edu One of a series of workshop handouts made
More informationA Brief Beginner s Guide to Telepresence
A Brief Beginner s Guide to Telepresence I. What is Telepresence? Telepresence, or video conferencing, is when individuals or groups of people connect with each other via the internet. Telepresence is
More informationAT&T. MERLIN Plus COMMUNICATIONS SYSTEM. Training Manual
AT&T MERLIN Plus COMMUNICATIONS SYSTEM Training Manual 1986 AT&T All Rights Reserved Printed in USA Issue 1 December 1986 NOTICE The information in this document is subject to change without notice. AT&T
More informationBenton County Fair Trade Show Marketing Tips
Benton County Fair Trade Show Marketing Tips Participating in county fairs offers significant opportunities for gaining new customers, making key contacts, and exposure to potential vendors and distributors.
More informationCOMCAST DIGITAL VOICE USER GUIDE
COMCAST DIGITAL VOICE USER GUIDE WELCOME TO COMCAST DIGITAL VOICE Go ahead. Pick up your phone. Call your neighbor. Your best friend across the country. Or your cousin in Europe. Now that you have Comcast
More informationA GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE
Chapter 2 Customer Service Skills for User Support Agents A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE Chapter Objectives The importance of communication
More informationToday s Professional Teller
As the face of the credit union, you must keep in mind the needs of the members at all times. The United States is facing a crisis of confidence in all financial institutions. As a credit union employee
More informationMODERN DRIVING HAZARDS: ROAD RAGE, CELL PHONES & OTHER DANGERS
MODERN DRIVING HAZARDS: ROAD RAGE, CELL PHONES & OTHER DANGERS This easy-to-use Leaders Guide is provided to assist in conducting a successful presentation. Featured are: INTRODUCTION: A brief description
More informationPerformance Management Handbook. City of American Canyon
Performance Management Handbook City of American Canyon 1 TABLE OF CONTENTS Introduction 1 Background on performance management City Core competencies Performance management model Development of the Core
More informationTips for Taking Online Classes. Student Success Workshop
Tips for Taking nline Classes Student Success Workshop Types of Distance Learning Distance learning occurs outside of the traditional classroom setting. These classes may take place over the internet (i.e.
More informationWest Yorkshire Fire & Rescue Service. Customer Care Policy
West Yorkshire Fire & Rescue Service Policy Ownership: Corporate Services Date Issued: July 2005 Date Last Modified: February 2008 Table of Contents Page No. The Concept of the Customer...3 The External
More informationBUSINESS ETIQUETTE QUIZ
BUSINESS ETIQUETTE QUIZ 1. What is one of the problems in business today that result from poor listening skills? a. Broken relationships b. Short term memory c. All of the above 2. You re attending a conference
More informationCustomer Service: Creating a Solid Foundation
Customer Service: Creating a Solid Foundation Brought to you by: Comprehensive Public Training Program (CPTP) As administered by Louisiana State Civil Service 1 Table of Contents Why is Customer Service
More informationFOR LEADING. A book from the series Effective Communication by. T +33 (0)825 096 860 / +33 (0)4 42 320 000 contact@ecsplicite.com www.ecsplicite.
KEY PHRASES FOR LEADING CONFCALLS A book from the series Effective Communication by T +33 (0)825 096 860 / +33 (0)4 42 320 000 contact@ecsplicite.com www.ecsplicite.com BP 124 300 avenue du Col de l Ange
More informationNEC Electra Elite Includes IPK, Elite 192 and Elite 48. May also be listed as 64 port or 128 port Elite
NEC Electra Elite Includes IPK, Elite 192 and Elite 48. May also be listed as 64 port or 128 port Elite Problem: When talking on the speaker phone, I can hear the person on the other end, but they can't
More informationDAS Customer Service 101
2015 DAS Customer Service 101 Learner s Guide The 2015 DAS Customer Service Training is a 90-minute, interactive refresher intended to bring heightened awareness, standards and consistency to our DAS customer
More informationSuccessful Job Interview Techniques
Professionally You Professionally You Successful Job Interview techniques Successful Job Interview Techniques Family Economics & Financial Education April 2008 Values, Needs vs. Wants & Goal Setting Unit
More information