CALL TAKING / PHONES

"TRAFFIC OPERATIONS, THIS IS..."

• If we receive a call from a customer or our client and a question is asked and you do not know the answer to we need to respond with the following:

“I am not familiar with that. Let me ask someone and I will get right back to you."

• When we receive calls from the client, in particular when they call about checking a device, we are never to say “I don’t know”. Remember we are here to do a task and one of those tasks is to know where the devices are. Your answer should be:

“I am still learning the Lonestar software so let me get a supervisor to assist me with what you need."

• If you are on phones, you should never put your phone in not-ready without letting the supervisor know. There are times that you will receive back-to-back calls. If you are struggling with the load, let someone know! We are all here for each other!

**ALL POLICIES AND PROCEDURES COULD CHANGE AT ANY TIME.**

CONSULT YOUR SUPERVISORS AND MANAGERS IF YOU HAVE ANY QUESTIONS.

IF YOU NEED HELP, ASK FOR HELP.