QUEUE Spring Vol 2

POD 3 JAMES CALVIN
There is truly a “Life” outside of HISD and I tend to grasp onto that during
breaks either it being with family, friends, or world news. I’m always searching
news articles, keeping an eye out for what’s out there or being in the know.
This usually helps to destress the mind of the phone ringing and different calls.
Stepping outside away from the desk is a plus.
What are your Do’s and Don’ts while on a call?
“DO: “Always be attentive, have that extra ear, be patient and be professional.”
DON’T: “Do not over talk the person on the line. Do not take calls personal and do not be disrespectful.”
POD 4 JOYCELYN TURNER
You are here with us at the service desk helping HISD personnel avert all types of crisis,
but what do you do when you are away? I enjoy Singing and spending time with my
three daughters, ages 17, 19, 29, son age 27 and all three Granddaughters, ages 7, 1
and 5 months.
What are your Do’s and Don’ts while on a call?
“DO: Verify who is on the phone, paying special attention to the last four digits of the social security
number; be sure you pull up the correct information for your caller on the phone. Have empathy for the
caller and show them patience. This way the caller builds a rapport with the Service Desk. This encourages
feedback from the caller.
DON’T: Give the wrong information!! Don’t give callers false information because it makes us all look bad;
it makes us look like we are not all on one accord and not communicating with one another.”
POD 5 CARYL WILLIAMS
You have a full day every day helping so many callers, when you are not
here being the Wizard, what are you getting into? “Without Him, there is
NO ME so I’m going to church. I spend time with my family and run around
after my 4-year-old. I am also going back to school, playing softball on the
weekends, going out to eat and volunteering for Habitat for Humanity with
my family. Volunteering at Spring High School and in my community.” Whew!
Caryl, you are busy!
What are your Do’s and Don’ts while on a call?
“DO: “Be attentive, have good communicate, answer calls promptly, be polite, always begin with an
introduction, mind your manners, give customers your utmost attention and be sure to take notes
throughout the call, make your services and offerings clear from the start, apologize if there is an issue
and end on a positive note.”
DON’T: “Do not interrupt customers while they are talking, don’t make empty promises you cannot keep,
refrain from using unprofessional language no matter how comfortable you are with your client.
Definitely, do not argue with the customer, never overcomplicate the resolution; keeping it simple is best.
And don’t make excuses.”