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Commons Holiday Procedure for Client Communication and Emergency Contacts

This document outlines the essential procedures for handling client calls during holidays at Commons. It emphasizes the importance of minimizing personal calls on the phone line and checking voicemail frequently (every 30 minutes). Proper greeting etiquette is required while engaging with clients. In case of any issues with phone line forwarding, immediate contact with the telecom team is advised. A record of client details, including name, phone number, email, and problem specifics, should be documented in the Tracker. The procedure also lays out steps for emergencies affecting multiple clients, providing a list of emergency contacts for urgent situations.

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Commons Holiday Procedure for Client Communication and Emergency Contacts

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  1. Commons Holiday Procedure Client Call Or Counter Visit • NOTES: • Do not tie up phone line with personal calls. • Check voice mail often. Every 30m • Use appropriate Help Desk greeting • Call telco:757-1400 if the 737-4595 line is not forwarding to 737-6159. Record info in Tracker: First, Last Name, Phone #, e-mail And Problem details Contact Supervisor Contact info below After contact is made, Inform client that someone Is working on the problem. Emergency Yes No Help client solve problem. Find work around solution. Or inform client that a C&C support staff will contact him/her on the next normal business day.

  2. Commons Holiday Procedure • Emergency • Network outage affecting Multiple clients • C&C Service down, Multiple people affected, no workaround available. (Webmail, my.mun.ca, Modem access, etc.) • Emergency Contact List • Gord Genge: 709-643-4085, or 728-0974 (cell) • Jane Ryan: 895-2919, or msn jtryan2@hotmail.com • Simon Babineau:754-0973 • Marg Cumby: 834-6035 or 689-4021 (cell) • Barb Dawson: 747-5217 or 689-7331(cell) • Phil Kirby: 754-8722 or 682-5428 (cell)

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