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.
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.