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Answering Calls as a Master Internet VolunteerSM
As a Master Internet Volunteer SM, you will have an opportunity to answer consumer calls. This is a very important role. You will be providing a great service to residents of your community as well as to NDSU Extension Service staff.
The following hints may help you prepare to answer calls.
1. You are an NDSU Extension Service representative. Conduct yourself on the telephone in a business-like manner. Be friendly, but to the point. Be sure to identify yourself as an NDSU Master Internet VolunteerSM.
2. Smile when you talk, you'll sound friendlier and more pleasant. You can hear a smile over the phone.
3. Don't guess at answers. Use your reference notebook, information on the Internet, and other resource books. Quote only from reliable, approved sources.
4. Your own personal experiences are great if they fit with approved techniques and cause no safety problems. Avoid saying, "I do it this way even though they books don't recommend it." Remember you are representing NDSU Extension Service when you are on the phone or working as a Master Internet VolunteerSM.
5. Be firm in your stand for approved methods. Many people call to get confirmation that what they have done is ok. If what they have done is not an approved practice, suggest how they might avoid the problem in the future or remedy the current situation by using recommended methods.
6. Admit when you don't know the answer. Tell the customer what you will do to find the answer for them. Ask for the client's name and telephone number and best time to call back. Specify a time frame to obtain the information, then follow up on your commitment. Return the call the same day if at all possible.
7. Ask others when you need assistance. Other Master Internet VolunteersSM or NDSU Extension staff may know the answer from their experience.
8. Study your notebook and become familiar with what it. Organize it so you can find information quickly when you are on the phone. While asking background questions, flip to the pertinent information to confirm the answer.
9. Keep accurate records. Fill out an appropriate phone report each time you are on duty. Check with the Master Internet VolunteerSM coordinator to see what is needed. If you get the client's name and phone number, you can always call back later if you find additional information. The person's name, phone number, and address may also be needed for impact data collection.
10. Treat each question seriously. Sometimes the question may seem like a joke, but to the caller, it may be very serious.
11. If a caller is rude, keep in mind he/she may be having a bad day for any number of reasons. Don't take it personally. Remain calm. Be as positive and helpful as you can.
12. Avoid saying, "You can't do that..." or "You have to..." The customer doesn't have to do anything. Your job is to give out recommended procedures and probable results or outcomes.
13. Be relaxed. Enjoy the rewarding experience of helping others learn to help themselves with you as their teacher.
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This section is adapted from the University of Missouri's Internet Master Program.
The Master Internet Volunteer Program was developed by the University of Minnesota Extension Service and was adapted for use in North Dakota with permission. Copyright © 2001 North Dakota State University. All rights reserved.
North Dakota State University Extension Service