Thank the customer and say goodbye Requests may include: politely Bookings Element 3: Make calls to place orders services e.g. Babysitting, early morning wakeup calls Identify self and state purpose of the call General enquiries e.g. Bank opening times, directions. Enquire about availability, delivery times and Orders may include: dates and costs, as appropriate Food and beverage supplies to terms and conditions Office supplies Thank the supplier and say goodbye politely Promotional supplies Element 4: Handle customer complaints Cleaning supplies. Listen to the nature of the complaint Bookings may include: Acknowledge details of the complaint Restaurant bookings Respond to the complaint explaining the process to be taken to deal with it and obtain Room bookings the customer’s agreement to the process Travel and sightseeing tour bookings Take action within parameters of job role to Taxi bookings. resolve the complaint Customer’s details may include: Refer the complaint to a supervisor if Name contact number(s) and address necessary Time and date of booking Follow up by completing all necessary paper work Any special requests. Element 5: Make complaints Respond to the complaint may include: Identify self and reason for calling Taking and recording details of the caller to enable to be returned State facts about a problem or situation Providing an apology when a mistake has been made State calmly how the problem or situation may be resolved Staying calm and polite even if the caller is angry and abusive
Thank the customer and say goodbye politely Element 3: Make calls to place orders Identify self and state purpose of the call Enquire about availability, delivery times and dates and costs, as appropriate to terms and conditions Thank the supplier and say goodbye politely Element 4: Handle customer complaints Listen to the nature of the complaint Acknowledge details of the complaint Respond to the complaint explaining the process to be taken to deal with it and obtain the customer’s agreement to the process Take action within parameters of job role to resolve the complaint Refer the complaint to a supervisor if necessary Follow up by completing all necessary paper work Element 5: Make complaints Identify self and reason for calling State facts about a problem or situation State calmly how the problem or situation may be resolved Requests may include: Bookings services e.g. Babysitting, early morning wakeup calls General enquiries e.g. Bank opening times, directions. Orders may include: Food and beverage supplies Office supplies Promotional supplies Cleaning supplies. Bookings may include: Restaurant bookings Room bookings Travel and sightseeing tour bookings Taxi bookings. Customer’s details may include: Name contact number(s) and address Time and date of booking Any special requests. Respond to the complaint may include: Taking and recording details of the caller to enable to be returned Providing an apology when a mistake has been made Staying calm and polite even if the caller is angry and abusive
AM_Communicate_in_English_on_the_tel_refined.docx