Northwestern University
BRAND STANDARDS MEDIA RELATIONS SOCIAL MEDIA TEMPLATES PROJECTS AND SUPPORT

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KELLOGG PHONE SCRIPT

As an institution, Kellogg values cooperation, teamwork, and perhaps most importantly, people. As someone who works at a front desk or in a reception area for one of our programs or departments, you play a crucial role in communicating our values to the general public.

Since you are often the first contact outside callers have with the school, your interaction will set the tone for their experience with us. From the moment you answer the phone, callers should sense that they are talking to someone friendly, knowledgeable and ready to help them.

Step One: Open with a warm, professional greeting.

  • “Hello”
  • “Good morning/afternoon/evening”
  • or equivalent

Step Two: Briefly identify the Kellogg program or department where the desk is located.

  • Kellogg School of Management (for the front desk at the Jacobs Center)
  • Kellogg dean’s office
  • Office of the Dean
  • Kellogg executive education
  • Executive Education Office
  • Part-Time Program
  • Kellogg Admissions
  • Executive MBA Program
  • Allen Center front desk
  • Zell Center
  • Levy Institute
  • Etc.

Step Three: Find out what the caller needs.

  • “How can I help you today?”
  • “What can I do for you?”
  • or equivalent

 

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All Rights Reserved.
  Kellogg School of Management
2001 Sheridan Road
Evanston, IL 60208-2001
847.491.3300