Front office operation

1. Desk Etiquette
University of Wisconsin – Whitewater
(Your Department Name)

2. Attendance & Appearance
Work all scheduled shifts
 Contact supervisor if you have a schedule conflict
 Turn off personal cell phone (no personal calls)
 No personal homework
Casual Dress
 Be modest (no butts, bellybuttons, or breasts)
 No attire with writing (except UWW wear in good
condition)

3. You are our FIRST IMPRESSION!
Use it Wisely

4. Answering the Phone
Be courteous
 Good Morning/Good Afternoon/ Good
Evening
 How may I help you?
 Listen to the request the caller is making
Rude Callers
 Still maintain your politeness
 Take their name/number and pass that to the
appropriate coordinator

5. Confidentiality
All information handled is confidential
Do NOT share information overheard in
our offices with people outside of our office

6. Caller is requesting to speak with
someone
Let them know if the person is available
Ask:
 “Would you like to be transferred to their
voicemail?”
 “Would you like to hold” (if you know they will
be off the call soon) – best to send to
voicemail
Tell the caller you will be transferring them

7. Transferring a call
Press the Transfer button on the bottom
right-hand side of the phone keypad.
[Tran]
Press the number of the extension of the
person we need to transfer the caller to.
Press the Transfer button again.
Hang up the phone.

8. Leaving a message
Have them spell out their name
 Spell it back to them
Request their phone number
 Say it back to confirm
Ask “When is a good time to return your
call”
Ask if you can leave a message
 This may be of a confidential nature
Clarify any information

9. Scheduling an appointment over
the phone
Pull up the identified staff person
 Look for openings in their schedule
Take the correct spelling of the caller’s name
Request a phone number where they can be
reached
 Cell phone preferably
Memo Section
 Explain why the student wants to meet
Thank them for their patience
 Reiterate the time of their meeting

10. Drop-in’s or Walk-in’s
Do not ASSUME the person this person
wants to meet with is AVAILABLE
 They may not have “time” to meet
immediately
Explain the earliest this person can see
you is in 2 hours (if they have availability)
We are committed to people who have
pre-scheduled appointments
Follow the same scheduling appointment
procedures listed for phone appointments

11. Wisconsin Relay Phone System
This allows a text telephone user to call or
be called using a voice telephone
The service number is 1-800-947-3529

12. Other Duties as Assigned
Sorting Mail
Filing
Miscellaneous requests from in-house
staff

13. Transitioning between Shifts
Communication is important when
transitioning from one student desk worker
to another.
Tell each other the status of projects and /or
what tasks need to be completed.
Leave a detailed note if you are unable to
connect.

14. Closing the Office
 Shut down computers close and lock room
doors
 Shut down front desk computer
 Wipe off desks carrels with sanitizing spray
 Turn off copy machines
 Bring sign in and close doors

15. Questions?????
The only stupid question is the question
that is NOT asked