Beatrice Manno

W COSTA NAVARINO - Telephone Etiquette

Internal audit - W Rome

Use this Template

Print as PDF

Use this Template

Title Page

Talent audited
Conducted on
Prepared by

1. Answer in 3 rings, calm and clear
2. Be Alert,friendly and use correct verbiage: “Welcome to (your department) This is (your name) How may I assist you (OR) What may I do for you?”
3. Use the caller’s name often throughout the conversation
4. Always ask permission to place a caller on hold – no more than 30 sec/update the guest - “May I place you on hold?” and wait for a response
5. When transferring a call stay on the line before the caller picks up (ask appropriate questions to discover the need behind the request)
6. Before hang up ask : “is there anything else I can assist you with?”
7. Fond farewell

Beatrice Manno

W COSTA NAVARINO - Telephone Etiquette

Internal audit - W Rome

Use this Template

Print as PDF

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.