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Approved by Executive Council on 8/1/06
The following campus telephone answering protocols are recommended for anyone answering the telephone at SUNY Plattsburgh. Oftentimes, the person answering the telephone makes the first impression of the College. It is extremely important that the first impression is one of professionalism and credibility. The first four minutes of a telephone conversation are crucial in projecting a positive attitude and professional image of the college.
Projecting a positive image can be completed using the following 10 steps.
Every major unit of the College should have their telephone answered during business hours. (Using a voice mail tree is permissible as long as the call goes to a live individual for response.) If it is not possible to have an individual answer your telephone calls, your telephone should be forwarded to a contact who can answer.
*The recommended greeting for the campus for off-campus calls: University Name, Office Name, and Person Speaking (i.e. SUNY Plattsburgh, Management Services, Diana speaking). Callers like to know who they are talking to.
**The recommended greeting for the campus for on-campus calls: Office Name and Person Speaking (i.e. Management Services, Diana speaking). Callers like to know who they are talking to.
Remember the telephone is the most powerful business tool at our disposal.
For more information about Administrative Policies approved by Executive Council, please contact:
Sean Brian Dermody
Assistant to the Vice President for Administration
Management Services Office
Office: Kehoe 710-11
Phone: (518) 564-2539
Fax: (518) 564-2540