- If you forward a message to another person, add your own comments
- Answer your telephone whenever you are available
- Use of voicemail during business hours
- Personalised greetings, guidelines and examples
If you forward a message to another person, add your own comments
When forwarding a message to someone else for action, always remember to add your own comments. These should indicate:
- Who you are and when you are calling
- When the original message was left
- What action the recipient should take.
Answer your telephone whenever you are available
Customer Service is everyone at RMIT's responsibility. If a caller is constantly answered by Voicemail, they may suspect that you are avoiding calls. Ultimately, using Voicemail when you are legitimately available to take the call only creates twice the work, in listening to the message and then returning the call!
Use of voicemail during business hours
While the Voicemail system can be utilised as a helpful and practical customer service tool, we should always remember that our customers prefer to be greeted by a human voice. It is for this reason that we strongly discourage the use of Voicemail during business hours, particularly for those numbers listed in the White Pages.
Personalise greetings, guidelines and examples
Your Voicemail greeting should be as informative, brief and current as possible. Remember that your greeting represents both YOU and RMIT to the caller. Your greeting should:
- Identify you, or the service being provided to callers at your extension
- Indicate to callers why you are unable to take the call: whether you are in a meeting, away from your desk, or out of the office. Changing your greeting is a simple procedure. For further information go to the voicemail web page.
- Encourage the caller to leave a private, detailed message rather than simply asking you to return their call
- Indicate when you will respond to the message
- Where possible and appropriate, indicate to callers how they can reach a live person that they can speak with. There may be an alternative contact within your area who can be spoken to in the event of an emergency, or where urgent attention is required.
Personalised greeting examples
"Hello. This is (name). I am either on the telephone or away from my desk at present, and unable to take your call. If your call is urgent, please call Xxxx-xxxx to speak with (name). Or, leave your name, phone number, and a detailed message after the tone, and I will return your call as soon as I can. Thanks for calling".
Note: Indicating to the caller that you may be on the telephone will assist if someone is calling to arrange to meet with you or expects you to be in the office. Otherwise, they may presume that you are away from the office.
On leave/extended absence
"Hello. This is (name). I am currently on leave from (start date) until (end date). Please leave your name, phone number, and a detailed message after the tone, so that I can contact you when I return from leave. If your call is urgent, please call Xxxx-xxxx. Thank-you".
Note: If you intend to access your messages while on leave, please indicate this in your greeting.[Next: Accountability]