FYI - Telephone Etiquette Guidelines

Staff please be aware of the HPL telephone etiquette procedure.

Thanks,
Justine

Thank you for all of the smiles and warm greetings you give our customers each and every day—both our external customers and our internal ones.

I have been asked to remind you that as you give these warm greetings over the phone that you follow the HPL Telephone Etiquette Guidelines as part of our “voice brand”.

For your convenience the Three Part Telephone Greeting guidelines are included below. The full HPL Telephone Etiquette Guidelines are attached as a Word document and are also available online at https://hplnet.hpl.lib.tx.us/depts-hr.html .

Three Part Telephone Greeting for Public Service Telephones

Thank the caller for calling the Houston Public Library System.
Thank you for calling the Houston Public Library System.

Follow with the name of your branch/unit.
This is the Southwest Express Library.

Offer Assistance.
How may I help you?

Sincerely,

Don Duran

Human Resources Training Coordinator