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"How Can I Help You?"
HRS Guidelines for Communicating by Telephone and E-mail
Human Resource Services is strongly committed to providing UT departments and
employees with continual access to knowledge about their rights and responsibilities
and to effective, ongoing communications to promote campus human resource values
and policies. To support that, the department has instituted the following guidelines
for communicating by telephone and e-mail.
Each employee will:
- Answer each call they receive quickly, courteously, professionally and with
a helpful attitude within three rings.
- While at their desk, only allow calls to roll over to voice mail when meeting
with another person or under a deadline.
- Answer each call with their name and section, if appropriate.
- Take ownership for ensuring that each caller receives a complete answer
to any question, including transferring calls to the appropriate staff
member
and providing their name and direct phone number, in case the transfer is
not complete.
- Research and respond within 24 hours, if not able to answer
questions immediately.
- Become familiar with the different sections within HRS and make appropriate
referrals for questions they cannot answer.
- Learn how to use our voice mail system.
Employees with e-mail will:
- Answer each e-mail they receive quickly, courteously, professionally and
with a helpful attitude.
- Take ownership for ensuring that each e-mail customer receives a complete
answer to any question, including transferring e-mail to the appropriate staff
member.
- Research and respond within 24 hours, if not able to answer e-mail immediately.
- Become familiar with the different sections within HRS and make appropriate
referrals for questions they cannot answer.
- Learn how to use our e-mail system.
- Set up a mail filter to auto-respond to messages reflecting any period of
more than a day that they will be away from the office.
- In order to maintain credibility and professionalism, refrain from using
any quotes in their e-mail signature.
Employees with voice mail will:
- Ensure that their voice mail recording contains their name, section, and
another person’s name and number or section number should the caller
need immediate assistance.
- Change their greeting to reflect any period of more than a day that they
will be away from their office.
- Check their messages frequently during the day.
- Return phone messages within 1 business day.
Managers of each section will:
- Ensure that each staff member receives a thorough orientation to their specific
position, sectional responsibilities, departmental structure and appropriate
referrals, including a current "desk manual," relevant policies
and frequently-asked questions.
- Arrange for training for new employees in our telephone, voice mail and
e-mail system and provide them with appropriate written material such as guidebooks.
- Establish key responsibilities for own and for each staff member’s
performance evaluation for communications and customer service, including
telephone and e-mail use.
- Monitor and evaluate performance regarding these guidelines, including soliciting
periodic customer feedback.
Created March 2000
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