Call Support guidance
Ensuring speed, clear detail and effective demonstration in message delivery.
Phone Call Answering Standard
Please be ready too serve with interest in the person. We welcome contact from all industries and backgrounds. Where you speak the same language you are welcome to. Please can you ensure that the translation to international English is the relay language.
What to say on call pick up?
‘Hello and welcome to Original Success Journal, how may we help you today?
Then use these questions to relay the message...
1) Can I take your name and/or business name?
2) Do you have an access word, reference number or other identifying code?
3) Please tell me a brief explanation in less than 50 words to get you to the right person?
4) What contact email or telephone number is preferred please?
Ending the call...
'If I have answered everything for you today, are you happy to complete the call so I can relay your message?'
'Thank you for calling today, please do call again if you require our support'.
Please then use our system to update the respective party and continue to assist our valuable partners, customers and each other.
What to do with what you don't know...
- If the information is live on the website - you can direct people to it and use it to talk about.
- Any threats are to be given immediately to Mi5 via their website contact numbers or email. Ensure they receive a copy of the voice call and any other information that you may have picked up. Please comply with the intelligence officer. Jot up a summary brief and send via the normal system including any actions that need to be taken. Use team support if you are left with unclear emotions or concerns.
- It is not possible to transfer calls at this time to other departments. We do call people back and we will make contact with them.
- Anyone abusing you is unacceptable. We ask that you do not allow your bias to over react to what you think abuse is. Some people are in pain, or difficulty, therefore, please before you decide you are being abused on a phone line, consider they may be in danger, in fear or at a threat to life or their families life. Remain professional and listen.
- You can use your name in full or not. We do not allow the use of cover names or temporary name changes at all. We use the name on your official identity in whole or in part is up to you. Please set the standard of honesty to the team and to the partners and clients.
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