PROCEDURE-
• You are required to answer the telephone within 3 rings.
• Smile when speaking on the phone.
• Answer a ringing phone even if the designated person is not available.
• Convey the initial greeting clearly and politely. Do not hurry your initial greeting.
• Speak clearly. Use your natural tone of voice, in conversation
• Listen carefully. Repeat points for confirmation. Write down and type important information into the computer.
• Take permission to answer another call or a customer in person and put the call on hold by saying “One moment please?” but not more than 20 seconds
• Ask for the caller’s permission before transferring the call, after the caller has explained the reasons for calling. Contact the appropriate person and narrate the details already conveyed to you by the caller and only then connect the caller. This way you would save the caller from the agony of explaining himself all over again.
Before transferring, inform the caller by saying “I am transferring you the Coffee Shop, they would be able to assist you.
• Inform (in case the caller asks to speak to a person who is unavailable), “I am sorry, Mr. Singh is not available at this moment may I take a message”
• Never say, “I do not know where he/she is” , or “He /she is in a meeting”
• NEVER give out room number of resident customers on casual inquiry. Establish that the caller is bonafide and known to you as such. In the event of any doubt, brief your Executive and let him/her handle the situation.
• Always reconfirm the last name as well as the name of the company when caller only provides room number
• Do not end a conversation abruptly. Disconnect the line only after the caller hangs up the phone.
After finishing a call, say "thank you for calling Rainna Plaza, have a pleasent day. (according to the time of the dat)
