Page 52 - STARTER KIT HELPDESK 2017v

STARTER KIT | Help Desk

4. Should the caller refuse to be transferred, try to prolong
the conversation (pretending difficulty in hearing) and
obtain as much information as possible, as follows:
a. Caller’s identity – name, address, gender,
approximate age (adult or juvenile)
b. Voice Characteristics – high/low pitch, loud/soft,
intoxicated, nasal, stutter,
c. Command of the language – poor, fair, good,
excellent
d. Accent – foreign or local (ethnic distinction)
e. Psychological state – calm, angry, hysterical,
serious/laughing, rational/irrational,
deliberate/emotional
f. Background Noise – quiet/noisy, office or factory
machines, trains, airplanes, music, street noise,
animal noise

5. Do not tell other employees to avoid unnecessary panic
or commotion.

6. Notify the Duty manager or Crisis Management Head

Task 11: Accomplish daily reports and submits to Front Office Manager
STEP(s) STANDARD(s)

1. Ensure all service tickets are recorded and updated in Ensure all tickets are updated and closed.
the Daily Monitoring Sheet.

2. Categorize and summarize the items in Daily Monitoring
Sheet as to:
a. Particulars
b. Frequency of request
c. Service Time Delivery

3. Identify and summarize the top ten or top twenty of the
following:
a. Frequently requested items
b. Common concerns/issues

4. Print the following reports in 6 copies:
a. Monthly Summary of the Daily Monitoring Sheet
b. Top 10 or 20 Requests
c. Top 10 or 20 Concerns/Issues

5. Reports are distributed as follows:
a. GM – General Manager
b. DOR – Director of Rooms
c. DOF – Director of Finance
d. DOE – Director of Engineering
e. DM – Duty Manager
f. FOM – Front Office Manager

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