HUMAN RESOURCES PANEL
13 JULY 2006
ITEM 09
Epsom and Ewell Borough Council
June 2006
Customer Service - Staff Handbook
Draft version
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Contents
Introduction
Handling a Customer enquiry
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Appropriate words & phrases
Enquiries by Phone
o Answerphone use
Enquiries in Person
o Body Language
Enquiries in Writing
o Letter Writing
Email protocols
Comments, Compliments & Complaints
Different Customer Types
Telephone System Guide
Voicemail Guide
Outlook Out of Office Assistant & Automated Signature Guide
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Introduction
This guide has been created as a result of the Best Value Review of
Customer Contact. The findings have been obtained through various
methods, including a number of staff workshops and questionnaires sent to
our residents. One of the main findings from the Review was that we need to
take a more consistent approach when dealing with customers, whether they
are residents, visitors to the Borough, or business clients. Staff wanted an
easily accessible guide on how we should work with customers to give them
greater confidence, particularly when dealing with more challenging situations.
By using the information included in this Guide, customers will know what to
expect from staff, what is expected of them in return, and it will assist in
managing everyone’s expectations. It is to be used in conjunction with the
Council`s Customer Service Standards (which can be found on IRIS) and is
designed to help make the experience more rewarding for all involved.
Customer Service involves everyone in our organisation, whether you work in
a customer-facing department or in an administrative/internal role, and must
be seen as an integral part of the organisational culture. Dealing with
customers can be rewarding and fulfilling, or frustrating and stressful. All staff
will at some point encounter customers, either over the phone, face-to-face, in
writing, or electronically via email or transactions through our website. At
times the customer will put your knowledge and expertise to the test.
Handling a Customer enquiry
When dealing with customers, there are some basic standards which should
always be adhered to:
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be polite
be calm and professional
be courteous
be clear and concise
treat everybody equally with respect
In essence, treat others as you would wish to be treated.
Include a reference & link to the Special Needs paper currently being written
In order for you to resolve any customer enquiry, there are some pieces
of information you will always need. These are:
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the customer`s details i.e. name, address, phone number.
why does the customer need the information?
what information do they require?
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when does the customer need the information?
where and how the information should be communicated?
Use appropriate words and phrases
It is critical to use appropriate words and language when dealing with
customers. The following includes examples of appropriate words and
phrases to be used both conversationally and in writing, and inappropriate
words and phrases to be avoided. These words and phrases are recognised
as being able to provoke a positive or negative response in many situations,
so be conscious of this and use/avoid them whenever possible.
The table below highlights positive alternatives to negative responses. Always
use the positive phrase when presenting information to a customer or a
colleague.
Alternative words and language – use the phrase in the first column,
avoid using the phrase in the second column
Appropriate(use)
Inappropriate(avoid)
I won’t/I can’t
I don’t see why/how
I don’t want/need to know
That’s just the way it is
The only thing we can do is..
I’ve already told you
Yes but..
I probably won’t be able to
Doubtful/Doubtfully
I’m uncertain
I’ve no idea what to do
He/she is unavailable
I will/I can
I understand
Tell me about..
Sorry
What would resolve this for you
May I explain?
Yes and..
Guarantee/promise
Certain/Certainly
I’m sure
Let’s find a solution
He/she will be available from..
The following are some additional phrases that should be used or avoided
when dealing with a customer enquiry:
Words and language – use
these phrases
Appropriate(use)
Let’s try and resolve this now
What I can do is..
We are making progress on..
If I understand the situation correctly..
So, to summarise..
Deliver
In the interests of speed I can..
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Words and language – avoid
using these phrases
Inappropriate(avoid)
Put that in writing
You’ll have to
That’s not possible
Obviously/evidently
You are wrong
With respect
The system can’t/won’t let me..
There is a backlog
Don’t you understand
Bear with me..
Unnecessary jargon
Necessary jargon unless explained
That`s not my department
Customer Service - Phone calls
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Ensure that you have either a pen and paper to hand or another
method of recording all relevant details.
Calls should be answered within 5 rings (approximately 15 seconds).
Callers should be greeted with “Good morning/afternoon, Epsom &
Ewell Borough Council, name speaking, how may I help you?”
The greeting should have a rising inflection at the end, not a flat
downward tone.
Use the caller`s name if known, but avoid using their first name unless
they are personally known by you.
Calls should only be transferred if essential, and the caller should be
asked if they mind holding, then advised who and where they are being
transferred to.
Avoid talking to callers on speakerphone unless it is essential.
Thank them for calling, and use their name again where appropriate.
Do not hang up before the customer, unless the circumstance is
extreme – refer to the section on Abusive Customer types in this guide.
N.B. Please refer to the phone and voicemail quick reference user guides at
the end of this document for more detailed technical instructions
Important elements of any conversation:
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listen
display an understanding
sound interested
agree an outcome and timescale
Answerphone/Divert guide:
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If you are unavailable for a period of time, (for example at a meeting,
on leave, or out of the office) you must ensure that you set your phone
to divert immediately to either your voicemail or a colleague, who has
agreed to take calls in your absence.
If you are unavailable due to an unplanned absence such as illness
your Manager must ensure that your phone is diverted to a colleague
or to your voicemail.
Ensure your phone is always set to “divert on no reply” to your
voicemail after no more than 4 rings. If you are away from your desk or
unable to answer the phone. The caller will then be given the option to
leave a message.
Any answerphone message should be as succinct as possible, and
have the following basic content:
1. your name & department.
2. precise details of when you will be available to return the call.
3. alternative contact details if the call is urgent.
Answerphone messages should be responded to within one working
day.
Never hide behind voicemail. All messages should be responded to in
a timely fashion. If the caller’s perception is that voicemail is being
used to screen calls, it will reflect negatively on the Council as a whole.
Ensure your voicemail message is kept up to date. If you return from
holiday for example, you will need to re-record your voicemail
message.
If you need any advice contact the I.T. Helpdesk for more advice
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Customer Service - In person
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Staff must have suitable identification on their person
Suitable attire will be worn – relevant to the circumstance
Callers will be given an expected timescale to deal with their enquiry
Reception areas on Council premises will have clear signage &
directions
Staff will be responsive to the special needs of any of our customers
and must be prepared to assist if required
If you are visiting a customer, you should agree a meeting time ensure
that you keep to it.
If, for any reason, you are running late for a meeting, you must call the
customer, and reschedule the meeting if necessary.
Please be aware of our policy on Lone Working if this is applicable to
you. The full policy is available to view on IRIS under Health & Safety Lone Working policy
Use suitable body language
What secrets will you give away with your body language? Whilst it's
important to appear natural, do be aware that certain postures can give
distinct messages.
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A relaxed posture is best. Don't cross your arms as this can appear
defensive and protective.
Be aware of any habits you have such as chewing on nails, drumming
your fingers or jigging your legs. All of these actions reveal that you
may be uncomfortable with the situation, be nervous, or appear
impatient.
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Maintain eye contact when listening and responding to questions. If
you are talking with more than one person, don't miss anyone out.
Avoid fiddling with your hair or clothing.
Don't forget to smile occasionally – people like to see that you are
personable and friendly.
Customer Service - In writing(Letters and Emails)
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Most written enquiries should be answered in full within 5 working days
of receipt. If the enquiry is more complex, an acknowledgement letter
must be sent within 5 days advising the customer of the expected
timescales for resolution.
Speculative or sales type letters may not need to be responded to at
all, this is down to the discretion of the addressee.
Replies will give the name and contact details of the person dealing
with the enquiry.
All responses will be made in plain and clear language, and in a
specialised format the customer requires (e.g. large font, Braille).
The letter should be written in the first person singular, (I would like to
advise you etc).
Wherever possible, address the letter or email to the sender by name,
e.g. Dear Mrs Jones,
Letter Writing
Letters remain hugely important in our everyday lives. People still feel the
need to have something confirmed in writing and a letter can add the all
important personal touch. Below are some guidelines which should help you
write a suitable letter.
Define your purpose before you begin to write. Ask:
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why am I writing this letter – what has led up to it?
would it be more efficient to phone the recipient instead?
what do I hope to get out of it (my maximum aims)?
what do I expect to get out of it (my realistic aims)?
what is the best way to achieve this?
what information do I need to provide? For example, dates of previous
letters, dates you received information, dates of appointments,
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addresses of people, names of people involved, reference or account
numbers, enclosures.
what line of reasoning do I need to use?
who do I need to consult with before responding?
The opening:
The standard opening for formal written correspondence is Dear
Dear Sir
Dear Mr
Dear Madam
Dear Mrs
Dear Sir or Madam
Dear Ms
Dear Sirs
Dear Dr
Dear Councillor
etc….
The order of content for the paragraphs of a letter can be easily remembered
with the acronym STAR:
Situation
Task
Action
Result
The first paragraph - SITUATION
The first paragraph of the letter should introduce the subject or situation, and
clearly define the reason for writing.
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The body of the letter – TASK & ACTION
The body of the letter should consist of one or more paragraphs, and it should
clearly and logically develop the argument and facts of the situation. If there is
more than one paragraph, each paragraph should focus on a separate aspect
of the subject matter and there should be clear links between paragraphs.
The final paragraph - RESULT
The final paragraph should leave the recipient in no doubt about the outcome.
It may, for example, summarise the proposed actions or summarise those
actions already undertaken.
Achieve the right tone
Although the recipient of your letter may be unknown to you, it is important to
achieve a suitable tone in your writing and not be too casual or too formal. So,
as far as possible:
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avoid jargon and technical terminology, especially acronyms, unless
fully explained;
use shorter sentences rather than longer ones;
avoid using the passive tense e.g. write, ‘We sent you the letter by
mistake’, rather than the more pompous, ‘Our letter was sent in error’.
don’t let your feelings get the better of you;
remain professional at all times, remember a complaint about service is
not a personal attack;
be clear and to the point, but don’t be too blunt.
Adopt a clear layout
Adopt a letter layout that is clear and consistent, clearly define each
paragraph and ensure the text is central to the paper when printed.
Sincerely or faithfully?
If you are writing to someone whose name and title you do not know, use the
greeting Dear Sir or Madam, and the ending Yours faithfully, signing yourself
with your initials and surname.
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If you are writing to a named person, address them as Dear Mr/Mrs/Miss/Ms,
and end Yours sincerely, followed by your first name and surname.
If you have met them or spoken to them by phone, and feel that you have
some acquaintance with them, you can address them by their first name and
sign yourself Yours sincerely, using your first name.
Start both sincerely and faithfully with a lower case “s” or “f”, never start the
words with a capital letter.
Useful opening lines:
With reference to your letter of the 8th June, I/we ...
I am writing to enquire about ...
After having received your address from ... , I ...
I recently wrote to you about ...
Thank you for your letter of the 8th May.
Thank you for your letter regarding ...
Thank you for your letter/e-mail about ...
In reply to your letter of the 8th May, ...
Further to our telephone conversation of 8th May…
I am contacting you regarding….
I wish to inform you that …
Please find enclosed…
Useful Closing Lines:
If you require any further information, please feel free to contact me/us.
I look forward to your reply.
I look forward to hearing from you.
I look forward to seeing you.
Please advise as necessary.
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I look forward to a successful working relationship in the future.
Once again, I apologise for any inconvenience.
I would appreciate your urgent attention to this matter.
I would be most grateful if you would look into this matter as soon as possible.
I hope that we are able to resolve this matter to our mutual satisfaction
In writing – email protocols
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When you respond to emails, please ensure that you end the message
with your personal details. These must include your name, job title,
contact phone number. (You can set up an automated signature in
Outlook to save time).
Ensure that you keep the appropriate formality when responding to
emails. It’s very easy to quickly type an email response without
considering how it could be interpreted by the recipient. In most cases
use the same formalities you would when writing a letter.
Always read an e-mail through before sending it.
Out of Office Assistant
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When you are out of the office ensure that you use out of office
assistant.
Any ‘Out of Office’ message should have the following content: How
long you will be out of the office, precise details of when you will be
available to deal with their enquiry, who to contact if the enquiry is
urgent, and what will happen to their message whilst you are out of the
office.
A typical example of an ‘Out of Office’ reply is “I will be unavailable to
respond to emails from March 21st 2006 to March 23rd 2006. If the
issue is urgent please contact XXX XXXXXX on 01372 XXXXXX.
Messages will not be forwarded to anybody in my absence, and will be
responded to on my return to the office”.
If you are unavailable to check emails for a significant period of time it
is possible to allow a colleague to view your emails from their Outlook
log-in. This has to be carried out through I.T. so refer to the I.T.
helpdesk for more information on this.
See the end of this document for a detailed user-guide to the Out of
Office Assistant & Automated Signature.
When responding to emails please ensure you are responding to the
correct recipient, it is very easy to respond to the wrong person or click
on “reply to all” instead of “reply”.
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ITEM 09
Comments, Compliments, and Complaints
Despite our best efforts, things can still go wrong, and when they do we need
to know as quickly as possible. We also need to take action that will help to
prevent similar problems occurring in the future. Likewise, we would like to
hear about things that go well, so we can build on these successes. We value
any feedback from customers as it helps us to improve our services.
We encourage all of our customers to give us feedback. Please be aware of
this policy which can be viewed on IRIS(hyperlink to be created when final
procedure is on IRIS), to enable you to handle matters falling into this
category.
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ITEM 09
Different customer types
The “typical” customer doesn’t actually exist. Whilst the vast majority of
customers you encounter will be completely reasonable and pleasant, there
will be circumstances where the customer is a little more challenging. Listed
below are some examples of more difficult customer types, and some
suggestions on how these can be identified and responded to. You will not
see all these customer traits in each case, and the suggested responses may
not all suit each circumstance so please use them as a guide only. You may
also need to adapt the response slightly to meet your style of working.
Customer type
Customer traits &
clues
Suggested reaction
Informed,
articulate,
demanding but
pleasant
Positive voice
May ask pleasantly to
“speak to your manager”
Will state exactly what they
expect
Normally
reasonable people
who are
angry/upset about
our service or a
particular incident
Strained/angry voice
Speaking quickly or
incoherently
Anxious to be seen not to
blame you personally
Responds badly to any
suggestion that they may
be wrong
Can be diffused easily if
you show empathy and a
desire to help
Uses aggressive speech &
phrases such as “You’ll
have to..”, “I don’t care
what your rules are”
Interrupts, possibly rude.
Appears to know of similar
cases of huge
compensation, may
suggest they will be
seeking legal advice
Recognise customers have the
right to expect what is due to
them
Listen actively
Know your limits of authority
Recognise when you are out of
your depth
Hear them out & don’t interrupt
Sympathise but do not accept
responsibility immediately
Offer to help find a solution
Ask questions to ensure complete
understanding
Don’t be too process oriented
Be seen to own the problem and
look for a solution
The customer that
wants more all the
time (money or
service-focused)
Customers who
know their rights
and have
“important friends”
Arrogant tone
Loud voice
Attempts to bully or
browbeat
Lack of logical argument or
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Stay calm and do not argue or
raise your voice
State how far the organisation will
go
Remain assertive and pleasant
If you can “give” on a small point
do so early on – this makes the
customer feel they are winning
Do not feel you have to win at all
costs
Be assertive but not aggressive
Accept that this is not pleasant
but your role is to minimise the
disruption
Establish the facts quickly
HUMAN RESOURCES PANEL
13 JULY 2006
Bullying
Customers
reasoning
Claims to know the Chief
Executive or have
important friends
Willingness to create a
fuss
Only responds well to total
agreement
Loud voice – often yelling
Aggressive behaviour
Being personally rude to
you
Making derogatory
remarks about the
organisation
Abusive customers
Sneering/sarcastic
Will not listen or hear
anything
Repetition of abuse
Obviously looking for an
argument
States very little about the
facts of the issue/complaint
Upset silent
customers
Quiet and reluctant to
explain
Rambling/confused
Responds slowly but can
be drawn out by asking the
correct questions
Constant talking
Difficult to interrupt
Repetitious
Unfocused
Little concentration
Overly talkative
customers
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State the position assertively to
the customer
Involve your manager if you are
unable to make headway
Do not feel “beaten” if you are
unable to agree an outcome –
nobody can really win in this
situation
Act with dignity
Be calm and assertive, but not
aggressive
Do not take any of this personally
Keep your voice quiet – this may
make the customer reduce their
volume
Involve your manager quickly
Stay cool and calm
Consciously avoid reacting to
their provocations
If abuse continues state clearly
that you will be unable to deal
with their enquiry if this continues,
you are entitled to hang up on the
customer after you have warned
them.
If dealing with a customer in
person you can ask them to leave
the premises, and/or call for
assistance from your Manager or
colleagues
Be calm and patient
Show empathy and
understanding
Ask appropriate questions
Summarise and reflect at regular
intervals
Be firm about interrupting
Use very specific questions to
regain focus
Ask for clarification
If necessary ask the customer
exactly what they want you to do
HUMAN RESOURCES PANEL
13 JULY 2006
ITEM 09
QUICK REFERENCE GUIDE for Epsom & Ewell Borough Council’s
Telephone System
FEATURE
TONES AND RINGING –
INCOMING CALLS
REPEATED SINGLE RING
REPEATED DOUBLE RING
REPEATED TRIPLE RING
SINGLE TONE
DURING CALLS
REPEATED DOUBLE PIP
REPEATED SINGLE PIP
MAKING CALLS
DIAL TONE
BROKEN DIAL TONE
REPEATED TONE
REPEATED DOUBLE TONE
CONTINUOUS TONE
THE PHONE LAMP/LIGHT
FAST FLASHING LAMP
LAMP ON
LAMP ON & MISSED  ON LCD SCREEN
REPEATING DOUBLE FLASH
REPEATING SINGLE FLASH
ANSWERING CALLS
TRANSFERRING CALLS
TO END A CALL
TO PROGRAMME A PERSONAL SPEED DIAL BY
DSS KEYS (1-8)
TO DIAL SPEED DIAL (ONCE PROGRAMMED)
MUTE
REDIAL
FUNCTION/ACTION
Internal call
External call
System or personal alarm
Page call
You have set camp on
Another extension is about to intrude or has intruded on your
call
Dial number
Phone on divert or no calls
Busy number
Call diverting to external number
Number called unobtainable or set to no calls/Phone locked or
barred
Call waiting
Message
Missed external call, press button next to MISSED  for details
External call
Internal call
Lift handset or press ANSWER RELEASE for hands free
operation
Press HOLD and dial extension number then either replace
handset or introduce caller then replace handset
To get caller back - press HOLD again
Press ANSWER RELEASE (hands free) or replace handset
Press PROGRAM
Press SPEED DIAL
Enter pass code – 0000 (Default)
Press DSS key (1 starts at top)
Enter 9 for a line followed by the telephone number
Go onto next DSS key etc.
When finished press DONE, DONE again and PROGRAM
Press SPEED DIAL and appropriate DSS key (1-8) or press
SPEED DIAL and appropriate code
While talking to a caller, if you hit the MUTE key a 
disappears from the LCD. You can still hear caller talking, but
caller is unable to hear you
To cancel the mute - press MUTE again and the  reappears
Redials last external number
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FEATURE
FUNCTION/ACTION
PARKING CALLS ONTO A BUSY EXTENSION
Dial extension, after hearing a busy tone, press HOLD and
replace handset. Caller is transferred unannounced. If not
answered by that extension after a short period, the caller goes
back to the original terminal as a recall.
You can pick up a call from another extension if call has been
parked by dialling the line number (line shows on screen –
77XX)
To programme press PROGRAM
Press DIVERT key
Enter pass code
Select your option (ON BUSY: NO ANSWER: ALL)
Enter extension to divert to
Press DONE
Press DONE again
Press PROGRAM
Once extension has been entered into the divert, a  shows
above DIVERT key when set
You do not press DIVERT key for diverts on busy / no answer
Press PROGRAM
Press RINGER
Enter pass code
Press OWN
Press TIMEOUT
Dial time in seconds i.e. 15
Press DONE
Press PROGRAM
Press INDEX on LCD. Enter the key matching the name you
are searching for, i.e. For L, press JKL 3 times. Press CALL
when ready. SKIP forwards on 10 names. Bottom right hand
key next to LCD forwards onto next name. Bottom left hand key
next to LCD goes back a name
Press the SPEED DIAL button, then INDEX on LCD. Enter the
key matching the name you are searching for, i.e. For E, press
DEF twice. Press CALL when ready. SKIP forwards on 10
names. Bottom right hand key next to LCD forwards onto next
name. Bottom left hand key next to LCD goes back a name
When dialling an extension and busy tone is heard, press
CALLBACK  from LCD screen (bottom left hand key of LCD)
for your terminal to inform you when that extension becomes
free
PARKING CALLS ONTO A BUSY
EXTENSION(Cont’d)
DIVERTS - THIS FACILITY ALLOWS YOU TO
DIVERT YOUR CALLS TO ANOTHER EXTENSION
OR AN EXTERNAL NUMBER.
CHOOSE FROM BUSY, NO ANSWER OR ALL
CALLS
TO SET A DIVERT ON ALL CALLS
TO SET TIME OUT FOR NO ANSWER ON DIVERT,
I.E. 15 SECONDS = APPROX 4 RINGS
TO DIAL THE INTERNAL SYSTEM SPEED DIAL
BY NAME (INDeX) You will find a comprehensive
list of extension numbers for staff and
departments in the Town Hall
TO DIAL A SYSTEM SPEED DIAL BY NAME
(INDeX) You will find a comprehensive list of
contact numbers for key business contacts and
other frequently called numbers
TO SET CALL BACK
TO ANSWER A CALLBACK
LCD displays who called you and “calling” above CALLBACK.
Press CALLBACK to call extension.
TO SET MESSAGE
If an extension does not answer or is busy on a call - Press
MESSAGE  (bottom right hand side of LCD). This will inform
the other extension that you have been trying to contact them
by leaving a message on the LCD screen and setting the red
BLF (Busy Lamp Field) lamp at top of terminal.
To answer a message - LCD displays who called you and left
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FEATURE
SCROLL AND PROGRAMME KEYS
SCROLL AND PROGRAMME KEYS(Cont’d)
SPEAKER
TO VIEW CALLER (IF CALLER IS NOT
WITHHOLDING THEIR NUMBER) OR EXTENSION
WHEN PICKING UP CALLS
CONFERENCE CALLS
DISPLAYING AN ABSENCE MESSAGE TO USE THIS, YOUR DIVERT ALL SHOULD NOT
HAVE ANYTHING STORED HERE
ITEM 09
FUNCTION/ACTION
message on your LCD. To return caller’s message - press 
call
To view any other messages - press NEXT if it appears on
LCD display. Your phone can store five messages
Gives various other features to choose from Music / set alarm / set personal messages etc.
Press PROGRAM for - absent, alarm, ringer, forward
Press SCROLL for - pickup, soft DSS, music, callfree
Press SCROLL again for - pass (this changes your terminals
pass code but should not be used), language
If you want to put a caller on speaker to talk hands free, press
SPEAKER key. A  appears next to SPEAKER key. Replace
handset. The  disappears once handset has been replaced)
Press  PICKUP (when it appears on LCD screen) to show
longest ringing call
Press  to view other callers/extension
To view number again, press  again
Or  CANCEL if you do not wish to answer the call
To pickup the number displayed - press ANSWER/RELEASE
or lift handset
Put present caller on hold, dial 9 followed by telephone number
/ extension number of new person to be added to conference.
If 2nd caller does not wish to join conference, press HOLD to
return to original caller.
If call answered and caller wishes to join conference, press
CONFER on LCD screen. 3 parties are now connected.
To exit conference, press ANSWER/RELEASE button or
replace handset.
You can create up to 64 parties in a conference call
Press PROGRAM
Press ABSENT
Enter pass code
Press CHANGE and select an appropriate message
Press DONE
Press EDIT to add your own personal text
Press a digit and then the rotate button to select letters on each
key
Bottom left goes back
Bottom right goes forward
When complete press DONE
Message now displays on your LCD screen
Anyone who calls you from a display phone will see your
message
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ITEM 09
QUICK REFERENCE GUIDE FOR VOICEMAIL
Listening to Voice Messages
The system includes a Voice Manager to record messages in your own voice
mailbox. You can use this by setting the Voice Manager number (13) as your
diverts. Remember to check your mailbox regularly as the Voice Manager
can delete messages after set periods.
To check your mailbox:
1. Press LISTEN or VOICE and then LISTEN.
2. The display shows ENTER PASSCODE. Enter your mailbox pass code
(not your phone's pass code). The default pass code number is 1234
– If you make an error, press CANCEL to restart.
3. Once in your mailbox, the Voice Manager tells you how many messages
you have. Use the controls below.
To control your mailbox messages:
1. To rewind the message, press REWIND.
2. To fast forward the message, press FFWD.
3. To hear the next message, press NEXT.
4. To delete the message, press DELETE.
5. To hear the previous message, press SCROLL and PREVIOUS.
6. To find out when the message was left, press WHEN.
7. To copy the message to a mailbox, press COPY.
8. To save the message press SCROLL and then SAVE.
Using Any Phone
You can dial the Voice Manager and check your mail when away from your
desk or even out of the office. The phone you use must have MF tone dialling
with and # keys.
To access the Voice Manager:
1. If internal, dial the Voice Manager extension number (13).
2. If external, dial in to Epsom and Ewell Borough Council and ask to be
transferred to the Voice Manager extension (13) then follow instructions
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ITEM 09
below. Alternatively, dial 732500 and, when connected, follow instructions
below.
3. When you hear the Voice Manager respond, press #.
4. Enter your mailbox ID (your extension number) then your mailbox
password if requested.
5. Follow verbal instructions to control the messages.
Changing Your Temporary Greeting
You can replace your mailbox greeting with a temporary one. The Voice
Manager will delete it during its daily housekeeping (which normally occurs at
midnight).
To add a temporary mailbox greeting:
1. Press VOICE and then TEMP MSG.
2. The display shows ENTER PASSCODE. Enter your mailbox pass code.
3. Once the Voice Manager accepts your pass code, it shows LISTEN,
CHANGE, DELETE and FINISH.
4. When finished, replace the handset.
Leaving Voice Mail Messages
To leave voice messages on a voicemail without calling the person:
1. Press VOICE and then MESSAGE.
2. The display shows DIAL EXTENSION. Enter the extension for whom you
want to leave a message.
3. Voice Manager plays the extension's mailbox name and gives a tone.
Speak your message and press
FINISH.
– To check your message, press REVIEW.
– To change the message, press RERECORD.
– To send the message if okay, press SEND.
– To cancel the message, press ANSWER RELEASE.
4. If you want to leave another message, press NEXT, otherwise replace
the handset.
Modifying Your Mailbox
To modify your mailbox name, password and greeting:
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1. Press VOICE and then MODIFY (if lines to the Voice Manager are
busy, the phone shows a WAIT option).
2. The display shows ENTER PASSCODE. Enter your mailbox pass code (If
you make an error, press CANCEL to restart).
3. Once the Voice Manager accepts your pass code, select the feature you
wish to change (each has options to LISTEN, CHANGE and FINISH).
– To alter your password, select PASSWORD. Do not set an obvious
password such as 1234, 0000 or your extension number.
– To alter your greeting, select PERM MSG.
– To alter your mailbox name, select NAME.
4. When finished, replace the handset.
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ITEM 09
USER GUIDE FOR MICROSOFT OUTLOOK “OUT OF OFFICE
ASSISTANT”
What Is the Out of Office Assistant?
If you are away from your computer for a few days you could receive dozens
or hundreds of e-mail messages. Ordinarily these would go unanswered until
you return, which can be frustrating for your correspondents.
You can use the Out of Office Assistant to deal with your incoming e-mail
messages when you are away from your computer. The Out of Office
Assistant can send an automatic reply to anyone who sends you an e-mail
message, delete messages that you don't want to read, and forward
messages to a colleague or to your Web-based e-mail address.
Important Points
If one of your correspondents sends you several messages when you are out
of the office, it would be irritating for them to receive several identical replies
from the Out of Office Assistant, therefore the Out of Office Assistant only
replies to each of your correspondents once.
Do not give away too much sensitive or personal information in the Out of
Office Assistant's automatic reply. The reply might be sent to anyone,
including spammers and other unscrupulous characters.
Creating an Automatic Reply
To create a message to be sent automatically to anyone who sends you
e-mail:
Make sure your Inbox folder is selected.
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Choose the Tools | Out of Office Assistant command. The Out of Office
Assistant dialog box appears:
In the ‘AutoReply only once to each sender with the following text:’ box, enter the message
you want to be sent automatically to anyone who sends you e-mail.
Choose the OK button to return to Microsoft Outlook.
Using the Out of Office Assistant to Manage Incoming Messages
To create a rule to deal with incoming messages:
Make sure your Inbox folder is selected.
Choose the Tools | Out of Office Assistant command. The Out of Office Assistant dialog box
appears.
Choose the Add Rule button. The Edit Rule dialog box appears:
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In the ‘When a message arrives that meets the following conditions:’ section, specify the
criteria that incoming messages have to meet in order to trigger the rule.
In the Perform these actions section, select the actions that you would like to be performed
when incoming messages meet the criteria you have set.
Choose the OK button to create the rule and return to the Out of Office Assistant dialog box.
If a message box appears, asking you to confirm the new rule, choose the Yes button.
Choose the OK button to return to Microsoft Outlook.
To delete a rule:
Make sure your Inbox folder is selected.
Choose the Tools | Out of Office Assistant command. The Out of Office Assistant dialog box
appears.
In the ‘These rules will be applied to incoming messages while you are out of the office’ list
box, select the rule you want to delete.
Choose the Delete Rule button. The rule is deleted.
Choose the OK button to return to Microsoft Outlook.
Turning On the Out of Office Assistant
To turn on the Out of Office Assistant:
Make sure your Inbox folder is selected.
Choose the Tools | Out of Office Assistant command. The Out of Office Assistant dialog box
appears.
Select I am currently Out of the Office.
Choose the OK button to return to Microsoft Outlook.
Important Points
You can now close Microsoft Outlook.
Microsoft Exchange Server will send the automatic reply you specified to anyone who sends
you e-mail. (If anyone sends you more than one message, they will still only receive one copy
of your Out of Office message.)
Automatic replies sent by the Out of Office Assistant are not stored in your Sent Items folder.
Microsoft Exchange Server will also handle all your incoming messages using the rules you
specified, until you get back to the office and turn off the Out of Office Assistant.
Turning Off the Out of Office Assistant
To turn off the Out of Office Assistant when you restart Microsoft Outlook:
Start Microsoft Outlook and log into your Microsoft Exchange Server account as normal.
When the Out Of Office Turned On dialog box appears, asking if you want to turn off the Out
of Office Assistant, choose the Yes button.
To turn off the Out of Office Assistant when Microsoft Outlook is running:
Make sure your Inbox folder is selected.
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ITEM 09
Choose the Tools | Out of Office Assistant command.
When the Out of Office Assistant dialog box appears, select I am currently In the Office.
Choose the OK button to return to Microsoft Outlook.
USER GUIDE FOR OUTLOOK AUTOMATED SIGNATURES
Creating and editing signatures
Signatures are set up via the Options dialog box.
Open the Tools menu and choose Options
Click the Mail Format tab
Click the Signatures button

Choose an existing signature and click Edit, or click New to start a new
signature
Adding a signature to new messages
You can choose to add any existing signature to all new messages. You can also add
different signatures to replies and forwarded mail.
Open the Tools menu and choose Options
Click the Mail Format tab

In the Signatures set of options, select a user (you) and signature using
the list boxes provided
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
ITEM 09
For further assistance with Microsoft Outlook issues please contact the
I.T. helpdesk
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