76 · SPEC Kit 296
Pennsylvania State University
visitors and researchers.
6. Maintain a professional atmosphere. Dress appropriately for public service.
Remember these important guidelines:
Food and drinks are not permitted at the Reception desk by staff
nor by any visitors to the exhibit room or reference room.
Desk personnel should not read newspapers, etc. when on desk
shifts. Always take work with you that can be completed at the
Reception Desk in a neat and orderly fashion. Keep a tidy work
area by not cluttering the desk with boxes, numerous carts and
hard-to-manage work.
Keep personal conversations to a minimum and use a quiet voice
when speaking.
Limit personal visits to 5 minutes or less while working at the
Reception desk.
Keep conversations and comments about patrons and coworkers
positive.
7. Provide surveillance for the exhibit room by facing the exhibit room at all times,
observing visitors as they view exhibits, patron’s that may be going to the
reference room with bags, etc. and provide continuous upkeep of the in/out board
with reference to staff’s location.
8. Ask the on-call person to sit at the Reception Desk if you must leave for any
reason (even if it is only for a few minutes).
Desk Etiquette
In Person
The best sources for service desk and patron service standards are:
1. The Gateway’s intranet
2. In addition no food or drink is permitted at Special Collections service
desks.
Telephone
Answering the telephone:
Two of the most important aspects of answering the telephone at the
Reception Desk are:
Announcing the department.
Letting the person know to whom they are speaking.
Any variation is fine. Listed below are several examples of proper
greetings:
“Special Collections, your name speaking.”
“Good Morning (Good Afternoon), Special Collections, this is your
name.”
“Special Collections, this is your name. May I help you?”
Placing a caller on hold:
Our telephone system makes it difficult to forget that we’ve placed
someone on hold since it rings back with a short ring to remind us that
someone is still hanging in limbo.
Let the caller know you are putting them on hold. Do not just punch the
HOLD button. This gives the appearance that we’re too busy to take their
call. Say, “One moment, please” or “Can you hold one moment, please” to
let the caller know what’s happening.
To place a caller on hold, simply press the HOLD button.
YOU CUT ME OFF!
Unfortunately, there may be times when we disconnect a caller. Don’t
panic. They will call back and you can apologize and reconnect them.
Letting the Staff know they have a call:
Pennsylvania State University
visitors and researchers.
6. Maintain a professional atmosphere. Dress appropriately for public service.
Remember these important guidelines:
Food and drinks are not permitted at the Reception desk by staff
nor by any visitors to the exhibit room or reference room.
Desk personnel should not read newspapers, etc. when on desk
shifts. Always take work with you that can be completed at the
Reception Desk in a neat and orderly fashion. Keep a tidy work
area by not cluttering the desk with boxes, numerous carts and
hard-to-manage work.
Keep personal conversations to a minimum and use a quiet voice
when speaking.
Limit personal visits to 5 minutes or less while working at the
Reception desk.
Keep conversations and comments about patrons and coworkers
positive.
7. Provide surveillance for the exhibit room by facing the exhibit room at all times,
observing visitors as they view exhibits, patron’s that may be going to the
reference room with bags, etc. and provide continuous upkeep of the in/out board
with reference to staff’s location.
8. Ask the on-call person to sit at the Reception Desk if you must leave for any
reason (even if it is only for a few minutes).
Desk Etiquette
In Person
The best sources for service desk and patron service standards are:
1. The Gateway’s intranet
2. In addition no food or drink is permitted at Special Collections service
desks.
Telephone
Answering the telephone:
Two of the most important aspects of answering the telephone at the
Reception Desk are:
Announcing the department.
Letting the person know to whom they are speaking.
Any variation is fine. Listed below are several examples of proper
greetings:
“Special Collections, your name speaking.”
“Good Morning (Good Afternoon), Special Collections, this is your
name.”
“Special Collections, this is your name. May I help you?”
Placing a caller on hold:
Our telephone system makes it difficult to forget that we’ve placed
someone on hold since it rings back with a short ring to remind us that
someone is still hanging in limbo.
Let the caller know you are putting them on hold. Do not just punch the
HOLD button. This gives the appearance that we’re too busy to take their
call. Say, “One moment, please” or “Can you hold one moment, please” to
let the caller know what’s happening.
To place a caller on hold, simply press the HOLD button.
YOU CUT ME OFF!
Unfortunately, there may be times when we disconnect a caller. Don’t
panic. They will call back and you can apologize and reconnect them.
Letting the Staff know they have a call:
