Answering IOC Phones and Phone Etiquette

For information on operating phones, transferring calls, logging in/out of ACD group, please see Phone Info.

The IOC Outage Line (6-7272) should be answered at all times.  When you answer the phone, please answer using either of the scripts below: 

"ITaP IOC, this is <insert your name>, how can I help you?"

“IOC, this is <insert your name>, how can I help you?”

In order to get the appropriate information needed to diagnose, troubleshoot, and report you will need to gather the following information from the caller: 

• Caller Name?
  • Spelling can be verified using the Purdue Directory.
• Caller Phone Number?
• Department?
• Title (Are they an Admin of the system they are calling in, a User of the system, etc?)
• Systems/Services/Components that are down or they are unable to access/use?
• Are they on or off campus?
• Is their issue urgent or can it wait until the next business day to be addressed (if it is after regular business hours)
  •  How many users are affected?
• Also write down the time of the call (for your log entry).
  
  

If the issue is determined to be URGENT, contact the On-Call Supervisor.

If the caller says the issue is not urgent and can wait, please send an email to Dan or Jenn with the information you have gathered and mark the email as "Importance: High".

Outgoing Calls

When you place outgoing calls please remember to practice proper phone etiquette.

When you call an on-call group please phrase as this:
•    "This is <insert your name> from ITaP CSC/IOC and I am trying to reach the <insert group you are calling> on-call in regards to <insert issue you are calling about>".

If the on-call doesn't give their name, ask "with whom am I speaking?".  
•    Do not say "who is this?"

Please remember, when calling people they may be asleep, sick, etc so do not take their tone or attitude personally.  If they get personal with you, please report it to your supervisor. DO NOT reflect this in your log entries!

More on telephone etiquette

You make a difference in how the customer reacts to the telephone call. Customers expect to feel taken care of, well informed and motivated.  You have to show you truly care.  It's that 'human moment' when customers can actually experience what it would be like working with you and ITap. It's the opportunity to create relationships for the future of ITaP or the university. Your first impressions will make all the difference. Show enthusiasm, friendliness and attentiveness. If you are happy to help them, the caller will know. Clear your mind of all but the task at hand when responding to the caller. 
Focus on the customer’s problem and use these helpful hints:

• Smile while you are talking; it comes across in your voice. Let your personality shine through on the phone.
• Giving exceptional telephone service is simply following the Golden Rule: "Do unto others as you would have them do unto you".
• Try to answer by the 3rd ring.
• Have a pencil and paper ready. Write the users name down immediately. Try to use their name frequently.
• Always treat the caller with respect and be efficient, effective, empathetic, and responsive. 
• Have a trouble ticket opened and ready. Ask the customer for their career login so you can fill in the blanks and make sure they are correct.
• Use your listening skills, keep it simple and ask basic questions that will help you best resolve their problem. 
• Do not use internal jargon that does not mean anything to the customer, like "FootPrints," "AVS," or "IOC."
• Always ask permission before placing someone on hold, and wait for their answer. This shows that we know their time is valuable too. When returning to the caller, say, “Thank you for holding”.
• When getting information from the caller, repeat it back and use phonetics to assist to ensure you have the correct spelling. Example: “So that is Marco, M as in Mike, A as in Alpha, R as in Romeo, C as in Charlie, O as in Oscar, is that correct?” A lot of times some letters can sound the same over the phone. Refer to the Phonetic Alphabet guide.

How you handle yourself on the telephone reflects not only on you, but also on all of ITaP.  Project a tone that conveys enthusiasm, confidence, friendliness and attentiveness.

Be positive, a problem solver, honest and helpful.  Treat the caller as you would want to be treated.

Phrases to Avoid

• "Just a second" - Give an honest answer about how long it will take you to complete whatever you are doing and tell them what you are doing. Use the hold button.
• "I Don't know" - Instead try: "That's a good question, let me find out for you" Callers don't want to be passed from person to person. If it is absolutely necessary, be polite and ask if they would like to be transferred. Transfer the caller to the appropriate department but do not leave the line until they have been connected to an individual to whom you can explain who is calling and why you are transferring them. Never transfer a call and hang-up before the transfer is complete.  Use our telephone list or Purdue's Directory. The caller will always remember your kindness and will tell others about your terrific customer service skills.
• "I/we can't do that" - Try "Here's what we can do." , "Here's how we can help" , "Here's what needs to be done" , or "I need to". When someone is calling you for help, avoid putting the responsibility back on them by using the word "you". Give options using the words "we" or "I".
• "No"- Try to find a way to state the situation positively. The customer is not always right but he/she is always the customer. Listen not only to what the speaker is saying but to their unspoken thoughts as well. What is it this person isn't saying that is important to the conversation? Be sure to get clarification. "If I understand you correctly...", "So you are saying that..." , or "This is what I understand you are telling me..."

Problem Callers

When you get a caller on the telephone who is getting agitated: listen. Allow them to vent. Stay calm and be sincere. A sincere voice will have a calming effect on the caller. If you become upset or defensive you will make a bad situation worse.

Only when they are finished should you comment.

• Empathize and acknowledge their feelings. "I can hear that you are upset by this" or "I can tell this situation is upsetting you".
• Apologize. You don't have to agree with the caller, but should express regret that there is a problem. Empathize with the person's feelings and apologize sincerely... "I'm really sorry this happened". This makes the caller feel that you have aligned with them. It's hard to be upset with someone who is sympathetic and trying to help.
• Use the person's name a lot and apologize frequently.
• Solve the problem. Suggest agreeable solutions. Ask how you can help and if it's reasonable send a person to help or find a compromise.
• Make sure something is done. Take it upon yourself to ensure the customer gets some satisfaction. Handling difficult customers isn't easy.
• Remembering the Golden Rule, "Do unto others as you would have them do unto you", and putting it into action with difficult customers will help increase your job satisfaction.
• Paraphrase the problem and repeat it to the caller - get clarification before offering solutions.

Picture how good it feels to solve a problem and send someone away satisfied. It makes your whole day better.

Taking Messages

When taking a message for someone else, be sure you get the following information recorded:

1. The correct spelling of the caller's name and company/department.
   1. This can be verified using the Purdue Directory.
2. Date and the time of the call.
3. Complete telephone number.
4. Brief explanation for call.

Be sure to verify this information with the caller to make sure you have taken the message correctly and give him/her the opportunity to check what they told you.

Asking for a return call to the IOC

Please be sure that when you leave a phone number with an administrator, you leave the IOC number (496-7272). Even if this is not an outage situation, it could become one at some point in the future. Just remember when dealing with anything for the IOC use the number given above.

# of affected users

One thing that can be useful in determining the severity of a developing situation is to ask the caller how many users are affected.