Phone Etiquette and Directions

Quick Tips for Using the Phone

When you answer the phone, say "South Campus Commons Housing Office. This is _________ . How may I help you?"
If the person on the phone needs referred:
- transfer to the staff member's extension and ask the person to leave a message if the staff member does not answer
- ask them to email southcampuscommons@cocm.com with their question and a staff member will respond

Click to see if there are voicemails- this is indicated by a red number on the right side of the phone
Press the button next to the red number
Enter the voicemail code: INSERT and press #
Write down the names, number, and message from the voicemail
Email the appropriate staff member to refer the message
Delete all messages once the information is emailed to the appropriate staff member
Return calls that you are able as a student staff member
Quick codes
- 1: Replay Message
- 3: Delete Message

Gather the following information:
1. If they ask for a certain department, ask what the concern is so you can transfer them to the appropriate staff member
2. Their name and unit number if applicable
3. Ask: Can you provide a brief overview of your situation or question?
4. State that you are transferring their call
Hit the button under the word "transfer"
Type in the 5 digit extension for the appropriate staff member
Hit "transfer" again
Hang up the phone

1. Answering the Phone

Prompt Response: Aim to answer within three rings.
Professional Greeting: Use a friendly and professional tone. For example, “Good morning/afternoon! Thank you for calling South Campus Housing Office, this is [Your Name]. How may I help you today?”

2. Active Listening

Pay Attention: Focus on the caller and avoid distractions.
Show Engagement: Use verbal nods like “I see” or “Absolutely” to indicate you’re listening.
Clarify and Confirm: If needed, repeat back key information to ensure understanding.

3. Tone of Voice

Maintain Positivity: Use an upbeat and warm tone to create a welcoming atmosphere.
Modulate Volume: Speak clearly and at a moderate volume, avoiding a monotone delivery.

4. Handling Inquiries

Be Knowledgeable: stay informed of information the Housing Office provides you
Transfer Smoothly: If you need to transfer a call, explain why and to whom you’re transferring them. For example, “Let me connect you with our [Department] who can assist you further.”

5. Dealing with Difficult Calls

Stay Calm: Maintain composure even if the caller is upset.
Empathize: Acknowledge their feelings. "I understand you are frustrated, let me connect you with a staff person that can best assist you."
Seek Resolution: Escalate to a professional staff member

6. Taking Messages

Record Clearly: Write down the caller's name, contact number, and message accurately.
Confirm Details: Repeat the message back to ensure accuracy before ending the call.

7. Putting Someone on Hold

Ask politely: When you don’t know the answer to their question, ask them politely if you can put them on hold to find the answer.
Picking up: When picking up the phone again, say “Thank you for holding…”

8. Ending the Call

Professional Goodbye: Use a courteous closing, such as “Have a great day!”

Phone Transfer:

Email Referral:

rental history verification
request a copy of their lease (instruct to include UID in the email)
questions about eligibility (ex: if I do a co-op will I still be able to live at SCC)
lease transfer interest form (if they are looking for a re-lessor)
appeal inquiries

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