Telephone
Exceptional customer service is a priority for the Division. There will be a consistent introduction for all phone interactions.
Note: Executive/Management associates must always have someone answer their phones Monday through Friday between the hours of 8:30 a.m. and 5:00 p.m. If an associate is away from their desk, then the phone must be forwarded to another associate to manage calls. If no other associate is available, then the phone must be forwarded to a specialist.
Answering the Phone
Script:
"Maryland State Department of Education, you have reached the Division of Rehabilitation Services. This is
[insert name and position]. How can I help you?"
Voicemail Greetings
Script:
All voicemail greetings must begin with the following:
"Thank you for contacting the Maryland State Department of Education. You have reached
[insert name and position] in the Division of Rehabilitation Services. Unfortunately, I am away from my desk at this time, so please leave a message and I will return your call within 24 hours or the next business day if it is the weekend or holiday."
Resources
Email
Out-of-Office Email Message
Script:
"Thank you for contacting the Maryland State Department of Education, Division of Rehabilitation Services. I am currently out of the office, and I will respond to all emails upon my return. For immediate assistance, please contact xxxxx.
If this request is related to <_______>, please contact <_______>. You can find additional information about <_______> on our website at <_______>.
Best regards,
[First and last Name]"
NOTE: You can specify the time period that you will be out of the office (i.e., August 25th through August 31st). This is optional.
Signature Block
