"Writing and Learning Center. This is [your name]. How may I help you?" or "Tutoring Services. This is [your name]. How can I help you?"
How should you answer the phone? (WLC x6326 and Tutoring Services x3870)
100
Only two in advance.
How many sessions can a student schedule in advance?
100
Take missing items to campus police.
Where is the lost and found?
100
Repeat the day, time, and subject, inform the student that they will receive a confirmation email for each half hour, and tell them that we require two hours notice to cancel/reschedule.
What information should be included when scheduling an appointment?
100
5 per semester
How many no-shows are are allowed per semester?
200
Press the red button on the right hand side of the phone.
How do you put a call on hold?
200
At least one day beforehand by close of business.
When should a student schedule an appointment for tutoring services?
200
AD 216.
Where is the testing center?
200
"Dear [Student Name],
Thank you for your email..."
How should you start an email to a student?
200
Kindly ask the student to return to the front desk to check in closer to the start of the session.
What should you do if a student arrives more than 10 minutes early for a session?
300
Be as detailed as possible using the "Phone Call" pad located by the phones. Include time, date, phone number, reason for call, who the call is for, and your name. Tear it out and give it to the appropriate person.
How do you take a message?
300
Only Marisa, Amanda, Ari, Erin, or Laura can perform this action in GradesFirst.
Who can cancel or delete appointments?
300
Send the document to the WLC email or put it on a flash drive and give it to the front desk receptionist. Students must be in a session to do this.
How can a student print?
300
"Please let us know if you have any questions, or if you need help with anything else.
Thank you,
[Receptionist Name]"
How to close an email to a student?
300
Call the tutor to let them know that a student has canceled his or her appointment for later that day.
What should you do if a student cancels a Tutoring Services appointment on the day of the session?
400
Use the "sandwich" technique to transmit a wired signal from one location to another by pushing the button with two phone icons on it, typing in the extension number, and pushing the button again.
How do you transfer a call?
400
Ensure that the student is not requesting tutoring for a 5000 level or above course.
How to make sure it is not a graduate course?
400
IWHS and St. Anthony's students can come to the WLC for drop-in math tutoring Monday through Wednesday.
Do we tutor high school students?
400
Forward the email to Amanda or Cristina.
What should you do with an email from a faculty member or administrator?
400
If the student is unable to schedule an appointment because requested times are unavailable, record his or her information on this list in The Book.
How should you put someone on the waiting list?
500
Pick up the phone and press "messages." Enter the five-digit password followed by the pound sign. Then follow the verbal instructions.
How do you check the voicemail?
500
When scheduling a session, make sure to list the other students in the comments section.
How to do you schedule a group tutoring session?
500
Drop-in tutoring for this subject is available in BSH 336.
Do we offer math tutoring?
500
Hit "reply" to this automated GradesFirst message and respond as you would to an email from a student.
How do you respond to a tutor request from a student via GradesFirst?
500
Before every shift at the front desk, check this list of students who are unable to schedule appointments for the remainder of the semester.