Receptionist Phone Script
Made by: [YOUR NAME]
Organization: [YOUR COMPANY NAME]
Address: [YOUR COMPANY ADDRESS]
Email: [YOUR COMPANY EMAIL]
Phone: [YOUR COMPANY NUMBER]
Website: [YOUR COMPANY WEBSITE]
Section I: Greeting
Greeting the Caller: When answering the phone, it’s important to use a warm and professional greeting.
Example Greeting: "Good [morning/afternoon/evening], thank you for calling [YOUR COMPANY NAME]. This is [YOUR NAME], how can I help you today?"
Section II: Caller Inquiry Handling
Responding to General Inquiries: The receptionist should be prepared to handle common questions about the company or direct calls to appropriate departments or individuals.
"Can I speak to someone from [SPECIFIC DEPARTMENT]? One moment please, I’ll connect you."
"Where are you located? Our address is [YOUR COMPANY ADDRESS]."
"What are your business hours? We are open from [OPENING TIME] to [CLOSING TIME], Monday through Friday."
For more specific or unusual inquiries: Have a protocol in place for information that may require privacy or discretion.
"I’m going to put you on a brief hold while I retrieve that information for you."
"I am not able to provide that information, but I can connect you with someone who can assist further."
Section III: Call Routing
Effective Call Transfer: Always assure the caller they are being directed to the appropriate person or department without losing the personal touch.
Always inform the caller: "I will now connect you to [EMPLOYEE NAME] in [DEPARTMENT]. Please hold on."
If the appropriate contact is not available: "It seems [EMPLOYEE NAME] is unavailable at the moment. Can I take a message or would you like to leave your number so they can call you back?"
Section IV: Information Collection
When collecting caller information: Be courteous and conscious of the caller’s privacy. Only ask for the information necessary for the purpose of their call.
Example:
For a service appointment: "May I have your full name and the best contact number to reach you?"
For a complaint or issue: "Can you please provide me with your order number or account details so that we can resolve this promptly?"
Section V: Ending the Call
Conclusion of the Call: Ensure that the caller is satisfied with the information provided and that all their concerns have been addressed before ending the call.
Example Closing Remarks: "Thank you for calling [YOUR COMPANY NAME]. Have a wonderful day and feel free to contact us again if you need further assistance. Goodbye!"
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