9 | BEHAVIORAL EXERCISE
WILD CARD
Name three standards that could be evaluated in a Forbes Travel Guide inspection when staff is speaking to a guest on the phone. ANSWER All of the below standards apply when we speak to the guest over the phone. Remember to take a breath before you answer the phone, take your time, and always provide a polite closing remark. You never want to hang up on the guest! • Telephone greeting and conversation are calm and clear • The guest is always asked permission before being placed on hold or recording • No telephone hold is longer than 30 seconds without offering a call-back • Staff is highly articulate and avoids slang and excessive use of phrase fragments • Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction • The guest’s name is used effectively as a signal of recognition, but discreetly • Staff closes interactions with polite and appropriate remarks • No excessive delays were experienced.
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