167■Collate and staple documents for professional look, to
the satisfaction of the document owner.
Switchboard/Phones
■Prioritize phone calls to the satisfaction of the manager.
■Take messages with sufficient detail to allow informed
callbacks.
■Provide sufficient information to callers so return calls
can be reduced by 10%.
■Route phone calls to the appropriate person 98% of the
time.
■Process a minimum of 20 calls per hour, as needed.
■Answer all calls within three rings.
■Ensure that no caller is kept on hold longer than one
minute.
■Screen calls and provide information to caller, to reduce
the need for other employees to call back.
■Ensure that phones are covered during breaks, lunch,
and short absences.
■Speak clearly so that no more than one complaint is
received per month about being hard to understand.
See also: Customer Service and Support, Financial