If you are in the office during business hours and scheduled to work, you must answer the main phone line 4-4000.
Greet incoming callers with a dialog similar to the following:
- “ITaP Customer Service Center, this is (your name) can I have your name/alias please?”
- Customer gives you their name
- “And how may I help you today Professor/Amy/Mr. Smith?”
When the conversation is ending, ask the customer if there is anything else they would like help with.
End the conversation by thanking the customer for calling and saying “Goodbye,” do not just hang up on the customer after they indicate their issue has been resolved.
Do not answer the business lines after 8:00pm (or 6:00pm on Fridays, Saturdays and Sundays). If we answer the phone sometimes after business hours, our customers might begin to expect that the line is answered after 8PM and be frustrated if they call another day and no one answers.
Phone calls to end users should be made, if user is not present, leave a message indicating who you are (the ITaP Customer Service Center), their ticket number (for quick retrieval of their information and status of problem), and ask them to return the call to 4-4000. Once a phone call is placed and a message left with the user, the ticket should be modified to pending status, mark that a phone call was placed and Do Not E-mail the end user.
Office Phone(s)
- Make sure you answer the phone in the office promptly.
- Personal calls should be brief and when work volume is low.
- The CSC phones are for official ITaP and Purdue University business only. If someone needs to use a phone there is a courtesy phone located in ISO.
- Outgoing calls should be placed on the assigned phone number for the phone. Please leave 6-8333 and 6-8332 free for contact from IOC.
- The GIC system should be used with caution and courtesy. Please be aware that others may be on the phone or with a customer.
- The speaker phone should be used minimally to keep the noise level to a minimum.
When on the phone always be courteous and timely, you never know who may hear you speak.
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