前台接线技巧：第二节、Making a call & Answering a call

Making a call

a. Greet-“Good Afternoon.”

b. Introduce yourself –“This is Kim”

c. Mention your Section/Outlet –“from Mariners”

d. State your purpose

Answering a call

Answer all calls promptly .As a standard guide, answer the phone within 3rings.

Never place a caller on hold for a long time.

GSIST Standard Telephone Phraseology

State your location-“Ocean Palace”

Greet the caller –“Good Morning”

Identify yourself-“This is Bob speaking.”

Offer assistance-“How may I help you?”