Use your reference notebook, information on the Internet, and other resource books. Quote only from reliable, approved sources. Your own personal experiences are great if they fit with approved techniques and cause no safety problems. Remember you are representing University Outreach and Extension when you are on the phone or working as an Internet Master. 5. Be firm in your stand for approved methods.
Many people call to get confirmation that what they have done is ok.
If what they have done is not an approved practice, suggest how they might avoid the problem in the future or remedy the current situation by using recommended methods. Admit when you don't know the answer. Tell the customer what you will do to find the answer for them. Ask for the client's name and telephone number and best time to call back. Specify a time frame to obtain the information, then follow up on your commitment.