Demonstration should include
- answering calls (e.g., provide name, company, courtesy, and salutation)
- directing calls to appropriate guests/departments
- using positive and professional verbal, nonverbal, and electronic communication
- protecting privacy
- taking messages
- setting wake-up calls
- using elements of etiquette (e.g., using a pleasant tone, responding quickly and accurately, providing full attention, enunciating, and addressing caller by name).
Process/Skill Questions:
Thinking
- What information is required to take a message for a customer?
- When answering the phone, how can personnel make their greetings a reflection of brand identity? What are the benefits of this behavior?
Communication
- What constitutes an appropriate salutation?
- What is the procedure to set a wake-up call?
- What is the routing procedure for transferring calls?
Leadership
- What are some steps that ensure communication privacy?
- How does management encourage proper telecommunications etiquette?
Management
- What are effective training procedures for telecommunications etiquette?
- How are guest complaints handled?