Regarding the Call You are a representative of your rescue Whilst you are on phone duty, please answer the phone name, (first name) “Organisation speaking. How can I help you?” Never allow small children to answer the phone for you. Always remember that you are the first contact for members of the general public who are often concerned and distressed about an animal, be it native or feral. Always handle calls in a professional and polite manner. Even if it is at 3:00 am for a Fox Cub or Red back Spider. SUMMARY OF RESPONSE PROCEDURE 1. Answer the phone with a smile in your voice. 2. Take the callers details as per your call log book or sheet ask about location early (see – below) e.g. name, contact phone number, location and reason for call 3. Ask the caller if they can pick up the animal and put it in a box and it with a towel (DON‟T LET THEM PICK UP A SNAKE or FLYING FOX) 4. Tell the caller you will locate the nearest members who can assist and that you or another member will call them back as soon as you have organized someone who is able to take the animal.
Regarding the Call You are a representative of your rescue Whilst you are on phone duty, please answer the phone “Organisation name, (first name) speaking. How can I help you?” Never allow small children to answer the phone for you. Always remember that you are the first contact for members of the general public who are often concerned and distressed about an animal, be it native or feral. Always handle calls in a professional and polite manner. Even if it is at 3:00 am for a Fox Cub or Red back Spider. SUMMARY OF RESPONSE PROCEDURE 1. Answer the phone with a smile in your voice. 2. Take the callers details as per your call log book or sheet – ask about location early (see below) e.g. name, contact phone number, location and reason for call 3. Ask the caller if they can pick up the animal and put it in a box and it with a towel (DON‟T LET THEM PICK UP A SNAKE or FLYING FOX) 4. Tell the caller you will locate the nearest members who can assist and that you or another member will call them back as soon as you have organized someone who is able to take the animal.
QWRC%20Phone%20Coord%20Manual%20February%202015.docx