Phone Calls

Logging Into Phones

Apple/Android Users:

• Download the “Smart Choice” app OR open the email sent to you by Erica + Smart Choice

• To log in/out of phones, dial *884

Phone Call Etiquette

Greeting:

"Good morning/afternoon! Thank you for calling Kean University Office of Undergraduate Admissions. This is (insert name) speaking how can I help you?"

Tips to improve your phone etiquette:

• Identify yourself (Greeting)

• Stay professional & positive

• Minimize interruptions

• Actively listen

• Ask the caller before placing them on hold

• Minimize emotional reactions

• Ensure you meet the caller's needs before closing the call

If there is a question you don't know the answer to, ask for help.

If the caller is giving you a hard time, stay professional and have a counselor or supervisor assist with the phone call.