Title Page
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Conducted on
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Prepared by
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Location
Standards
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WEC 001 - Efficiency - Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?
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WEC. 002 - Efficiency - If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?
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WEC. 003 - Efficiency - Did the employee confirm the caller's request by repeating back key details (room/time) to ensure correct understanding?
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WEC. 004 - Service - Did the employee offer any additional service before finishing the call (e.g. second call, coffee in the morning or just any additional service)?
Delivery the Wake Up Call
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WUC. 005 - Service - Was the wake-up call personalized (i.e. not recorded)?
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WUC. 006 - Service - Was the wake-up call received within 2 minutes of the requested time and did the employee use the appropriate greeting and announce the time of day?
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WUC. 007 - Service - Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Behavioural Standards
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WUC. 008 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?
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WUC. 009 - Emotional Intelligence - Did the employee use the caller's name naturally and discreetly without overusing it?
