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Jessica Wicks
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Help Desk Call 1
1.
Help DeskBest PracticesCall
#1
2.
3.
Answer within2 rings.
4.
5.
Give your name.
6.
7.
Get the caller’s
name.
8.
9.
Adhere to FERPA.
10.
11.
Direct callers to
online records.
12.
13.
Identify the question.
14.
15.
Start from the
beginning.
16.
17.
Providestep-by-step instructions.
18.
19.
Clarify as necessary.
20.
21.
Offer to wait.
22.
23.
Provide a pleasant
goodbye.
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