📞 Phone Etiquette
The official phone greeting used by all desk assistants.
What is "Thank you for calling the Office of Residential Life, how may I be of help today?"
What do you do if you are going to miss a shift?
Notify your supervisor 24–48 hours in advance and secure a substitute.
A parent walks in asking about their child’s room number. What do you do?
Politely inform them that you cannot give out that information for privacy reasons.
Do or Don’t: Eat full meals at the desk.
Don’t.
What’s the first step to resolving a complaint from a frustrated resident?
Listen actively and validate their concern.
What two pieces of information must you always confirm when assisting a student over the phone?
What is Banner ID and Date of Birth (DOB).
What are the consequences of failing to clock in/out consistently?
You will need to complete a bi-weekly exception timesheet, and repeated issues may result in warnings.
A resident says they lost their key. What should you do first?
Confirm their ID and initiate the key replacement protocol.
Do or Don’t: Greet every person who walks into the building.
Do.
A resident feels disrespected. What phrase can help de-escalate the situation?
“I hear your concern, and I want to help. Let’s see what we can do together.”
True or False: You may use slang or informal phrases as long as you’re being helpful.
False
Name two things you must wear at all times during your shift.
Residential Life shirt and name tag.
You see another DA leave the desk unattended. What’s your next step?
Document the incident and notify your supervisor immediately.
Do or Don’t: Share resident information with friends.
Don’t.
A student threatens to call the Dean. How should you respond?
Stay calm and say: “You are welcome to do so. I’ll document the situation and pass it along to my supervisor.”
A resident is yelling on the phone. What is the first thing you should do?
Remain calm, listen without interrupting, and speak clearly and professionally.
What type of shoes are NOT allowed while on duty?
Crocs, open-toe shoes, slippers. Think "would you wear this to an interview"
A parent walks into the main office and says, “I drove two hours to see my daughter, and she’s not answering her phone. I know she lives in Lawson—can you please just tell me if she’s in her room or at least call her from your desk?”
Politely but firmly explain:
“I understand your concern and completely respect that you’ve traveled a long way. However, due to student privacy laws (FERPA), I’m not able to confirm a student’s location or contact them on your behalf. I recommend continuing to call or text your daughter directly, or I can connect you with a professional staff member who may be able to assist further.”
Do or Don’t: Bring homework to the desk when it’s slow.
Do – only if it doesn’t interfere with your duties. NOT TEST OR EXAMS
True or False: You should match the resident’s tone to assert control.
False.
A caller asks a question you don’t know the answer to. What do you say?
“That’s a great question. Let me check with a supervisor and get back to you as soon as possible.”
What happens after you receive a verbal warning and continue to break rules?
A written warning will be issued, followed by termination if issues continue.
Two residents begin arguing at the desk. What’s your immediate action?
Calmly ask them to step away, alert an RA or supervisor, and do not engage in the argument.
Do or Don’t: Leave the desk to grab something "real quick".
Don’t – never leave the desk unattended.
If a conflict gets out of hand, what’s your priority?
Remove yourself from danger, immediately find a supervisor within the office or GHC, or Campus Police