Page 46 - STARTER KIT HELPDESK 2017v

STARTER KIT | Help Desk

Task 3: Answer, screen and probe incoming outside calls
STEP(s) STANDARD(s)

1. When phone rings, lift handset and take the call following Helpdesk is accessible through only one (1) local number.
steps in Task 1-C.3 and using the approved
phraseology/ies. All telephone calls are answered within 3 rings and in a
friendly and enthusiastic manner.

All unattended phones must be diverted to proper channel.

2. Get details of the guest caller, noting the name, room No incidence of incomplete or inaccurate information
number and time of call.

3. If call is for a guest, do steps 3.9 to 3.10 of
Task 1-C. To transfer the call, refer to
Task 1-C.4.

4. If caller wants to just leave a message, refer to Task 5- A
& B.

5. Ask the caller if there is anything more you could do for
him/her and then thank caller before ending it.

6. End call.

7. Log all calls made whether incoming or out-going for
proper charging to guests and to employees for the
latter’s personal calls.

Task 4: Prepare and update service tickets for every call received.
STEP(s) STANDARD(s)

1. Note open tickets turned over by previous shift.

2. Open a service ticket for each call received and record
the details or nature of the caller’s concern or request.

3. Forward or advise concern or request to the respective Follow up status of a service ticket every 5 minutes.
department.

4. Follow up status of the delivery of the request or the
solution to the guest concern.

5. Update each service ticket for any changes until
completion of the request or resolution of the concern.
All service tickets must be closed within the same shift or
6. Close the service ticket of every completed request or turned over to the next shift if still open.
resolved concerns.

7. Log all open tickets for turn over to the next shift.

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