Page 16 - Congressional University

TELEPHONE GREETING
DEADLY
IMPORTANCE OF
FOLLOW-UP
SERVICE
Timely and Accurate follow- up is critical - always carry a pocket note pad as part of your uniform.
Sayings
1. 2.
3. 4. 5.
6. 7.
Don’t Say These:
“No Problem”
“It’s our policy, there is nothing I can do.”
“That’s not my job”
“I’m sure your order will arrive soon.” “You can’t return this item. All sales are
nal.”
“It’s over there... pointing” “I’m sorry, we’re closed”
Try These Instead:
1. “My pleasure” or “You’re welcome”
2. “I’m sure there is a solution that will work for
both of us”
3. “Let me get someone who can assist you.”
4. “I will track your package right away”
5. “If you are not 100% satis ed we will make it
right”
6. “Come with me, I will show you”
7. “Yes we are closed, but I would be happy to
assist you. Come on in.”
• Always answer the phone promptly with a smile on your face. This should become a habit. Hear your smile.
• Speak clearly and in a positive tone
• Use the following as a base greeting over the phone; “Good (morning/afternoon/evening), thank you for calling the golf shop at Congressional Country Club, this is (name). ”
• The member or guest in front of you takes priority of your time. If you are on the phone and the call cannot be completed quickly, make eye contact with the member or guest in front of you and politely ask the person on the phone if they “would mind being placed on a brief hold.”
PHONE ETIQUETTE
• During the course of the phone conversation, learn the member or guest’s name and use it when ending the conversation by saying: “Good-bye, Mr/Mrs.________. Have a great day!”
• All golf shop team are responsible for answering the phone.
• If a member or guest is being attended to, always excuse yourself courteously
• Pay special attention to the information you are giving out and do not try to answer questions un- less you are con dent of your knowledge of the subject. In the instance you are not, please take the persons name and number, get the answer and return their call promptly.
• Take all messages and bookings precisely complete with date, time, name and phone number.
• When taking a call for someone else, place the call on hold. Use your radio and telephone to try and locate the team member. If unable to locate them, kindly ask them if
you can send them back to their voicemail.