I no longer assume that everyone who works at the Circulation Desk is familiar with a land line/desk phone! We all call and text on our cell phones, but the buttons, lights and options on a desk phone are very different and can be intimidating. So let's start with the basics.
- When the phone rings - answer it as soon as possible.
- SCRIPT: "SUNY Broome Community College Library, this is [your name here], how can I help you?"
- Listen carefully to the caller's response, and handle as much of the request as possible yourself.
- Common questions:
- "What time does the library close?" (and other hours-related questions)
- "Do you have Book XYZ?" (many times callers want to know about course textbooks. Make sure they understand the loan rules regarding reserves if we do have the book they are asking about. Also, callers sometimes confuse the library with the bookstore - asking a few gentle questions can clear this up.)
- "Can I use a study room/wi-fi/print something?"
This is similar to questions that are asked in-person at the circulation desk. If you need more clarity about the question, ask!
- If you have to step away to find an answer, tell the caller what you are doing.
- SCRIPT: "Let me ask someone about that. Can I put you on hold for a minute?"
