Desk Etiquette

1. Desk Etiquette University of Wisconsin – Whitewater (Your Department Name)

2. Attendance & Appearance • Work all scheduled shifts • Contact supervisor if you have a schedule conflict • Turn off personal cell phone (no personal calls) • No personal homework • Casual Dress • Be modest (no butts, bellybuttons, or breasts) • No attire with writing (except UWW wear in good condition)

3. You are our FIRST IMPRESSION! • Use it Wisely

4. Answering the Phone • Be courteous • Good Morning/Good Afternoon/ Good Evening • How may I help you? • Listen to the request the caller is making • Rude Callers • Still maintain your politeness • Take their name/number and pass that to the appropriate coordinator

5. Confidentiality • All information handled is confidential • Do NOT share information overheard in our offices with people outside of our office

6. Caller is requesting to speak with someone • Let them know if the person is available • Ask: • “Would you like to be transferred to their voicemail?” • “Would you like to hold” (if you know they will be off the call soon) – best to send to voicemail • Tell the caller you will be transferring them

7. Transferring a call • Press the Transfer button on the bottom right-hand side of the phone keypad. [Tran] • Press the number of the extension of the person we need to transfer the caller to. • Press the Transfer button again. • Hang up the phone.

8. Leaving a message • Have them spell out their name • Spell it back to them • Request their phone number • Say it back to confirm • Ask “When is a good time to return your call” • Ask if you can leave a message • This may be of a confidential nature • Clarify any information

9. Scheduling an appointment over the phone • Pull up the identified staff person • Look for openings in their schedule • Take the correct spelling of the caller’s name • Request a phone number where they can be reached • Cell phone preferably • Memo Section • Explain why the student wants to meet • Thank them for their patience • Reiterate the time of their meeting

10. Drop-in’s or Walk-in’s • Do not ASSUME the person this person wants to meet with is AVAILABLE • They may not have “time” to meet immediately • Explain the earliest this person can see you is in 2 hours (if they have availability) • We are committed to people who have pre-scheduled appointments • Follow the same scheduling appointment procedures listed for phone appointments

11. Wisconsin Relay Phone System • This allows a text telephone user to call or be called using a voice telephone • The service number is 1-800-947-3529

12. Other Duties as Assigned • Sorting Mail • Filing • Miscellaneous requests from in-house staff

13. Transitioning between Shifts • Communication is important when transitioning from one student desk worker to another. • Tell each other the status of projects and /or what tasks need to be completed. • Leave a detailed note if you are unable to connect.

14. Closing the Office • Shut down computers close and lock room doors • Shut down front desk computer • Wipe off desks carrels with sanitizing spray • Turn off copy machines • Bring sign in and close doors

15. Questions????? • The only stupid question is the question that is NOT asked