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Dos and Don'ts

 
Don't Say Do Say
That's not my job. May I connect you with the person/department who has the authority to help you with this?
You have to... Here are your options
I don't know I want to make sure you get the correct information. I don’t know the answer to your question, but I will find the person who does.
Calm down! It seems that this has really upset you. How can I help you resolve this situation?
You need to call back later. I’ll be happy to take a message for ____________.
I’ll call you back at my earliest convenience. I’ll get back to you as soon as possible.
You’ve reached __________. (No, you haven’t. You’re listening to a voice mail.) I’m not at my desk right now. Please leave a message. I’ll get back to you as soon as possible.
You’ve reached ________’s desk. (Desks can’t talk.) I’m not at my desk right now. Please leave a message. I’ll get back to you as soon as possible.
I have a friend in ________ who can help you. (Implies that most of the other employees wouldn’t help.) Any one of our __________ representatives will be delighted to help you with this.
"Can I..." or "Let me..." May I...


Approved by the Chancellor's Staff on March 8, 2010