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Library Student Employee Guide: Circulation Desk Phone

Training & easy reference guide for Library Student Assistants
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Circulation Desk Phone

Answering the Information Desk Phone

Greet the caller:

"Park University Library, this is (your name), how may I help you?"

  • Smile when you say it! Your tone will be more friendly and inviting.
  • Be polite and courteous.
  • Repeat caller's question for clarification and provide an answer.
  • Always be polite--"please," "thank you," and "I am sorry."
  • When the caller is speaking, listen to what he or she has to say without interruptions. 
  • If transferring a call, let the caller know before transferring the call (I'm going to transfer you to one of our Librarians, Anne Accardi, and she can help you with that. Please hold.)

To transfer calls

To transfer a call to another line, look at the telephone screen menus and press the button labelled “Transfer.”

Hit “Transfer Now” and start typing the name of the person you want to transfer to, or their complete phone number. Once the person you’re transferring to picks up, the call will automatically end. If someone calls for a librarian and they are unavailable, please take a detailed message, including:

  • Name of caller
  • Date & time of call
  • Caller's phone number
  • Detailed message
  • Take the message to the Librarian they called for

Example telephone statements

  • (Person's name) is away from her/his desk. May I take a message or is there something I can do to assist you?
  • (Person's name) is not in his/her office at the moment but he/she is in the building. May I take a message?
  • (Person's name) is out of the office today. Is there something I can help you with?
Park University Library
8700 NW River Park Drive, Box 61 - Parkville, MO - 64152
Phone: (816) 584-6285
Toll-free: (800) 270-4347