A warm, helpful, professional and friendly voice on the phone can build allegiance. Extend the common courtesies to your callers and create a reputation of legendary service to keep ETS running smoothly.

• Greet : professional friendly voice, identify department and smile.
• Listen : listen for content and intent. By actively listening, the patron is assured that their message is heard.
• Empathize : walk a mile in your patron’s shoes.
• Probe : who, what, when, where, how.
• Common Courtesies : Ask permission to put someone on hold. If the person will be holding for a few minutes, be sure to alert them to that fact.
• Avoid Jargon : Be sure to use terminology that is clear to everyone. Don’t put yourself above the caller.
• Offer solutions / alternatives : When you can’t do what your patrons want, be sure to tell them what you can do.
• Tone : Be aware of your voice quality, keep it positive and enthusiastic.
• Appreciation : We are all here for the college community. Try to remember this when interacting with students, faculty, staff or administrators.
• Go the Distance : Try to go the extra mile.

Acknowledge the contributions, both large and small, of those you work with. Let them know that you see and appreciate the contributions they make, not only to the goals of the organization, but also to the culture of the workplace. Acknowledging the contributions of those we work with helps us to see our colleagues more clearly as people. It also reminds us to contribute positively to the workplace ourselves.

For more quotes see: www.topten.org

“Try not to become a man of success but rather to become a man of value.”

— Albert Einstein

Ensure that customers stay calm by estimating how long it will take to satisfy their requests. Example: May I put you on hold for about 90 seconds to research this?” Let the customer choose whether to wait or have you call back.

I can’t help you with that“. ”More helpful response: “I need more information to determine the best way to help you.” Don’t jump to conclusion that you can’t help a customer just because his or he request isn’t covered in your area. Ask questions to clarify the request. Chances are, you can help in some way, even if only to recommend another department.

Reprinted with permission. July 2002, v.21 no. 9

Soothing words…
Defuse irritable co-workers by telling them how their surly behavior hurts them more than you, and how being more pleasant will yield benefits. Example: “Tom, I would be so much more willing to help you with difficult projects if you were more pleasant, and I know others feel the same. "

From the editors, Communication Briefings, v.21, no. 10, pg 3.

Let your attitude shine through …
A positive mindset not only gives you a mental edge, it helps you communicate more diplomatically.
• Don’t volunteer negative opinions, even if you assume everyone else agrees. If you’re about to criticize, weigh what you have to gain.
• Convey your concern or displeasure quietly when you hear an upsetting comment.

From the editors, Communication Briefings, v.21, no. 10, pg 3

Group vs. Team
“A group of people that come together for a specific reason or are related to each other in some way may not naturally feel a sense of comradeship or purpose. Create a team of people who feel connected to a bigger picture, a sense of ownership of the task at hand, and you will have happier, more motivated individuals who initiate and follow through. The end result will be synergy, where more is accomplished than any individual member of the team could do on their own.”

Carly Anderson, www.topten.org

For years, management leaders have written about the advantage of teamwork with issues of cooperation, altruism, helpfulness and trust in the workplace. Such behaviors are important for employees to work together to accomplish tasks and tackle unexpected challenges. A cohesive team leads to higher productivity, more innovative ideas and heightened customer satisfaction.