VUSSC/Content/Tourism/Customer Care/Importance of Internal Policies and Procedures/Procedures for answering telephone

Procedures for answering telephones protocol

Most organisations have a greeting to be used by anyone answering a call on the phone. These greetings usually consist of:


 * good morning/afternoon/evening or hello;
 * the name of the business/department;
 * the name of the person taking the call;
 * an offer of help.

Example:

Good afternoon, Customer Service Desk, Happy Tours - Philip speaking, how can I help you?

As well as the words that you say, when you answer the phone, the promptness of your reply is also important to your customers. Many organisations have a policy of answering incoming calls within a three of rings to avoid customers being kept waiting.

When you make a call to one of your customers you will know the name of the person that you are calling and the reason for your call so your greeting could include:
 * Good morning/afternoon/evening or hello;
 * A question to check the identity of the person you are speaking to;
 * An introduction, who you are and where you are from;
 * The reason that you have called.

Example: Good afternoon is that Mr Fred? This is Philip from Customer Service Desk, Happy Tours I am calling to let you know that the trip to the museum is confirmed for tomorrow morning.

Complete activity 22 before proceeding further.

Activity 22