trg telephone operations
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TELEPHONE OPERATIONS
THE RESIDENCE GROUP
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How do you take calls at The reception or any department
All calls must be answered within 3 rings
Be polite at all times and at all stress levels
Calls for guests not to be transferred without checking on System for locators..
Calls must not be blindly transferred to room numbers. Always check the name of the
guest, who the caller would like to speak to before transferring the call.
Standard Phrases for calls being received at the Operator Console
Good Morning/Good Afternoon/Good evening The Residence How may I assist you ?
In case of an internal call Good Morning/Good Afternoon/Good evening ! ( Dept/Outlet
Name) ). Good Morning /Front desk / how may I assist you ?
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DOS
Phrases to be used while putting a call on Hold
May I put you on hold sir/madam
Callers put on hold should be got back to within 15 seconds.When getting back to a caller who has been put on hold the following
phrase is to be used
Thank you for holding Sir/ Mam
Always complete the sentences while talking, e.g.
May I have your name please, Sir/Madam?
May I request you to spell the name out sir/madam
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DOSTransferring a call : e.g.: when you receive the call and would like to transfer
Certainly Sir/Maam, Please hold the line, while I transfer your call.
If the extension is engaged:
I am afraid but the extension is still busy. Would you like to hold the
line or leave a message for Mr. /Ms____________?
If guests want to hold the line, after 20 seconds:
Thank you for holding the line is still busy. Would you like to continueholding, or may I take a message?
NB. If a message is taken, always repeat it back to the caller beforeending the call, especially the phone number.
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DOS
Screening of Calls
All calls to be transferred from 800 to 2200 hrs and shud be screened after 2201 hrs
to 0759 hrs.
All single lady guest calls to be screened
The following phrase to be used while screening a callWho should I say is calling
On confirming the name of the caller, the operator would then call up the guest
room and check whether she would like to take the call..
Standard phrase to be utilised in this context would be as follows;Good (Morning..)Mam, Mr/Mrs (guest Name) would like to speak to you,
May I transfer the call?
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August 11, 2012
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DOS
Impress the caller by your smile over the phone
Sound efficient, lively and warmnot bored or in a hurry
Always Speak clearly
Use words such as
Definitely / Certainly
Yes Sir/ Mam
Thank you
Youre welcome
Im sorry
I beg your pardon
Have a nice day
Before Disconnecting:
Thank you for calling The Residence,Have a nice Day.
The right way of
holding the
telephone
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DON'TS
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Do not use slang such as Ya, Fine, OK.
One second or just a minute / Just a sec/ What ? / Hello / Whos that ?
Do not swallow/eat up your wordsAt no point for an internal call too should the above phrases be used
Not Done!!