Procedure - Phone Etiquette
Section: Human Resource Procedure
Procedure Owner: Ignition633 Ministries Nigeria Human Resources
Procedure Name: Phone Etiquette Procedure
Origination Date: September 2024
Purpose
This policy establishes clear communication guidelines for answering and handling phone calls within the Housekeeping department. This policy emphasizes the importance of attentiveness, clarity, and department knowledge when interacting with callers/guests.
Scope
This policy applies to all employees responsible for answering phones in the Housekeeping department. It includes instructions on answering calls, communicating effectively, and seeking assistance. All employees are expected to follow these guidelines to ensure that each interaction over the phone is handled with care, professionalism, and accuracy.
Phone Etiquette Procedure
Before You Answer
- Ensure you are in a quiet environment free from distractions or background noise, such as music, loud conversations, or machinery.
- Make sure you are ready to focus on the call and respond professionally.
- Answer the phone within three rings to avoid long wait times for the caller.
Greeting
- Answer the phone with a kind and professional tone.
- Use the following greeting: “Housekeeping, this is (your name). How can I assist you today?”
- Always speak clearly and audibly, ensuring the person on the other end can hear you properly.
Clarification and Understanding
- Actively listen to the caller and avoid interrupting.
- Repeat key information to confirm you’ve understood correctly: “Just to confirm, you’re asking about…” This shows attentiveness and helps prevent miscommunication.
- If you don’t understand what the caller is saying, ask politely for clarification: “Sorry, I didn’t catch that. Could you please repeat it?” Avoid saying “yes” if you are unsure of what the caller said.
- If further assistance is needed, ask the caller to hold while you seek help from a coworker: “Please hold for a moment, and I’ll get someone to assist you.”
Department Knowledge
Be well-informed about your department’s operations, including:
- Brands of products used (e.g., laundry soap, cleaning agents).
- The cleaning or laundry process.
- Inventory details, such as available supplies or linens.
If you don’t know the answer, calmly ask the caller to hold while you get the information: “Let me find out for you. Please hold while I get the answer to your question.”
Handling Difficult or Confusing Calls
- If a caller is difficult to understand due to language barriers, accent, or other reasons, politely tell them: “I’m sorry, I’m having trouble understanding. Could you please repeat that?”
- If necessary, involve another team member for help: “I’ll transfer you to someone who can assist further.”
Ending the Call
- Always close the conversation positively and professionally: “Thank you for calling. Goodbye.”
- Allow the caller to hang up first to ensure the conversation is fully completed.
--------------------------------------------------------------------------------------------------------------------------------------------
This procedure will be reviewed annually and is subject to change. Any changes will be communicated to all employees promptly.
For any questions or further assistance regarding this procedure, employees should contact the HR department at hr.nigeria@ignition633.org.