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. <strong>Vol</strong>unteering at <strong>Spring</strong> 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.”
If you have something you would like to share with the team, no matter how big or small, let us know! We’d love to hear from you!
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