Switchboard telephone etiquette

The telephone switchboard is a telecommunications value-added service, which is equivalent to a virtual switch. What are the etiquette for telephone calls at the switchboard? Here are some things I have collected and compiled. I hope it will be helpful to you.

Switchboard Telephone Etiquette: Basic Etiquette for Answering the Phone

1. Always use polite words such as "please", "thank you", "sorry", etc. When talking to guests, do not When guests have disputes or lose their temper, your tone should be tactful and gentle.

2. When inquiring information for guests, you should not remain silent. Feed back the inquiry results to the guests from time to time to show respect for the guests instead of making the guests feel left out.

3. When you bring back a phone that has been held, be sure to say: Sorry, I kept you waiting. Is there anything I can do for you? I'm sorry, I have kept you waiting for so lang , Is there anything I can do for you?

4. When receiving a silent call, you should not hang up the phone in a hurry. The last thing you must say is? Thank you for calling, goodbye? 5. When calling a guest, do you apologize first? Mr. X, Ms. Qian: Thank you for calling, please wait.

2. Before disturbing the guest: Hello, I'm sorry to disturb you. This is the switchboard.

3. When the phone is busy and the customer needs to wait: Sorry, please wait a moment.

4. When bringing up a phone call that has been held: Sorry, I kept you waiting for so long. How can I help you?

5. When transferring a busy call for a guest: A Sorry, the call is on. Could you please call back later?

B Sorry, the phone is temporarily busy. Would you like to continue waiting or call back later?

6. No one is answering the phone: A. Sorry, no one is answering the phone. Can you please call back later? B. No one is answering the phone. Do you want to leave a message? (For guests and managers)

7. When the phone is silent: Hello, this is the switchboard of Panwang Valley Shenzhen Airlines Holiday Hotel. How can I help you? Hello, your call has been connected, please speak. ?Sorry, your phone is silent. Could you please change your number or call back later? Thank you for your call. Goodbye.

8. When the phone sound is very low or there is noise that cannot be heard clearly: Sorry, I didn’t hear clearly. Could you please repeat it?

9. The customer dialed the wrong number. When: Hello, this is the switchboard of Panwang Valley Shenzhen Airlines Holiday Inn. How can I help you?

10. The signal for the incoming call is not very good: Sorry, the signal is intermittent and I can’t hear it very well. Clear, could you please repeat it?

11. There is no extension number that the caller wants to transfer: Sorry, our hotel does not have this extension number. Can you please check and call again?

12. Customers calling before business hours for inquiries (Chinese food, Western food): Sorry, Chinese/Western food has not yet opened for business hours. Can you please call back later?

13. Caller inquiries Who called: Hello, this is the Panwang Valley Shenzhen Airlines Holiday Switchboard. It may be our internal extension calling you. All the numbers dialed from our hotel’s extensions show the number 07726331888. I’m sorry that we can’t check it either. to who called you.

14. Notification MOD: Hello, Manager

15. Guests complained that no one answered the call at the switchboard: Sorry, our hotel line is out of order and under maintenance. We are sorry for the inconvenience. Where do you want to go?

16. How to check Morning call with guests: Mr. XX, Miss XX, your room number is XX. Is it right for XX to wake you up tomorrow? Okay, please rest assured that we will wake you up on time. I wish you a good night.

17. How to notify M/C: Good morning/afternoon/evening, Mr./Ms. Have a nice day, bye.

18. Follow-up message: Good morning/afternoon/evening, Mr./Ms., I’m sorry to disturb you. This is the switchboard. Did you receive the message? A received: OK, thank you. Have a great day! Goodbye. B: Not received: It’s like this. A guest, Mr./Ms., is calling you. I hope you can call him back when you arrive at the hotel.

19. The caller is looking for a guest, but the guest is unwilling to answer: Sorry, no one is answering the phone at the moment. Do you need to leave a message?

20. The caller is looking for a guest who is staying at the hotel: Do you know the name under which Room X checked in?

21. The caller is looking for a guest who has set up a DND: Sorry, this room is vacant.

22. The caller asked for the guest’s information: Sorry, it is not convenient for us to provide you with the guest’s information. Can you please contact him in other ways?

23. Incoming call The guest information provided by the guest does not match: Sorry, the information you provided does not match the information registered on our computer. Can you please verify and call back?

24. I am sorry that I cannot answer guest questions in time. Please wait a moment. Can I call you back later? Switchboard Telephone Etiquette: Notes

1. Answer the call within three rings and answer the call in a friendly and sweet voice.

2. Before picking up the guest, ask for the specific place where the guest is to be picked up. If transferring to a guest room, be sure to ask for the guest’s name, room number, and related information.

3. If the caller cannot provide specific information, he cannot refuse the call. He must patiently check the relevant information for the customer to see if it is consistent, and then see if the call is transferred.

4. Before lending, be sure to say to the guest: Thank you for calling, please wait. ?Eliminate silence.

5. If the information provided by the customer does not match, the operator should use a kind tone and ask the customer to verify the call before calling back, and avoid saying "No, no, you made a mistake" and then hang up. Wire.

6. After 23:00, the call to enter the guest room must be prepared correctly. If the information provided by the caller does not match, the switchboard is not allowed to transfer the call. The caller can be asked to leave a message first.

7. For guests who have made DND, they only require a period of rest to avoid being disturbed. The operator must leave a message for the guest, and important calls can be transferred according to the situation.

8. When a guest requests to disclose the room guest’s information, the hotel’s relevant regulations should be explained to the guest in a tactful, standardized and flexible manner, and an apology should be expressed to the caller.

9. When receiving a complaint call: Don’t rush to talk. After listening patiently, apologize to the guest first, ask the guest to wait, and convey the guest’s complaint to AM as quickly as possible. Repeat it again, and then answer the phone to AM.