Hotel and training centre, Melksham, Wiltshire
High quality accommodation for course delegates, business travellers and the leisure visitor too.

Search for:
Home Accessibility Bedrooms Book Here The Mouth Facebook Resources Find Us About Us Contact
Initial handling of phone calls and walk in visitors

"Thank you for calling Well House. If you are calling to book a course, press 1. If you are calling to book a hotel room, press 2. If you're calling to check whether a course is suitable for you, it's 3, and you should press 4 if you're trying to sell us something. To reach Graham to talk about the Chamber of Commerce or the railways press 5 or 6, and if you're trying to reach Melksham Oak school you've got the wrong number, press 7 and our receptionist will be very polite to you as she gives you the right number. If you're making a nuisance call, please press 8 and we'll transfer you to our nasty whining fax machine while we trace the number you're calling from, and if you want to talk to us about something else please press 9, or hold for an operator"

Nah - apart from the opening "Thank you for calling Well House", I don't like that. We answer the phone in a professional manner, and we have a target that all common questions / requests should be answerable by the first person you speak too.

I've been going through the common scenarios for phone calls with one of the newcomers to our team today, and I've documented the types of phone calls and some notes on our shared resource system [here].

I've also gone through common scenarios for people walking in to the hotel, and I've documented those too - that's [here].

Most of us are customer facing - be it on the phone, in person, or both - and it's vital that we all show a professional, cheerful and uniform approach that's in line with the company's objectives. Grand words - "doing the right thing for everyone" is a more down to earth way of putting it. And these brief bullet points should help.

Other pages of reference material include ...

[link to] Public Course Schedule

[link to] Diary for private courses

[link to] Hotel FAQ and availability chart

[link to] Contact Information

[link to] Travel to Melksham - how long is my drive and what's the weather

[link to] Map showing hotel and training centre

[link to] Terms and conditions for hotel guests

[link to] Terms and conditions for courses

[link to] Staff's "Command Central" or "happens" page
(written 2010-09-19, updated 2010-09-21)

 
Associated topics are indexed as below, or enter http://melksh.am/nnnn for individual articles
G501 - Well House Consultants - Customer Service
  [4232] Not wanted here - hotel guests who will not be happy - (2013-12-30)
  [4078] Train works for me! - (2013-05-02)
  [4077] Palty or Parliamentary? - (2013-04-30)
  [3835] The Information age - not yet truly with us? - (2012-08-12)
  [3808] Can you put names to faces? - (2012-07-19)
  [3378] New product - ensuring that supply matches demand - (2011-08-03)
  [3294] It's not just about the jam in the sandwich - (2011-05-19)
  [3271] The importance of feedback - (2011-04-30)
  [3103] Thank you - and Happy Christmas - (2010-12-24)
  [3073] Customer Service - the boundary - (2010-11-27)
  [2880] Getting in touch - Please allow me to see you when you are online - (2010-07-21)
  [2650] Getting a phone line changed ... - (2010-02-25)
  [2530] Taking a knock over Santa - (2009-12-08)
  [2258] Questions I have been asked on answering the phone - (2009-06-26)
  [2236] Alumni - revisiting and supporting the old University - (2009-06-13)
  [2124] Building down expectations - (2009-04-09)
  [2102] What do people think of our Apache httpd / Tomcat course? - (2009-03-24)
  [2049] Why Choose Well House Consultants for your course? - (2009-02-20)
  [2015] Service Excellence Awards - (2009-01-30)
  [1991] Rules for a King - (2009-01-13)
  [1985] Learning to program as a part of your job - (2009-01-10)
  [1835] 23:30 bookings and midnight checkins - (2008-10-12)
  [1637] Providing exceptional service - and carrying on doing so. - (2008-05-09)
  [1606] Sheep Shearers, Marathon Runners and Ocean Sailors - (2008-04-09)
  [1516] Pictures you can use - for free - from our library - (2008-01-23)
  [1446] An answer to a student asking 'Help' - (2007-11-27)
  [1434] Market survey - to learn, to prove a point, or to sell your product? - (2007-11-17)
  [1319] Customer feedback - lifeblood of a business - (2007-08-25)
  [1262] Keep in touch with PHP, Perl, Python and old friends too - (2007-07-09)
  [1046] Bounce, bounce, bounce - (2007-01-20)
  [1007] Friends and family - (2006-12-25)
  [966] CSL, KISS and RTFM - (2006-12-05)
  [961] Products that our customers want more of - (2006-12-03)
  [944] Just ******* Google it - (2006-11-25)
  [852] Eventful evening - a lesson in looking after contacts - (2006-09-02)
  [841] Forum help - a push in the right direction - (2006-08-21)
  [725] Better communication - (2006-05-19)
  [717] A customer service company - (2006-05-11)
  [650] A person of few words - (2006-03-18)
  [628] Active Learning - (2006-02-28)
  [621] And the staff put the icing on the cake - (2006-02-23)
  [609] Been on a course, but still not got it? - (2006-02-16)
  [569] Instructions for bright people - (2006-01-19)
  [566] May all your screw-ups be big ones - (2006-01-16)
  [552] Keeping Customers Informed - (2006-01-02)
  [482] Different ways of selling - (2005-11-01)
  [440] Upgrade! - (2005-09-09)
  [393] Trainer answers phone - (2005-07-28)
  [350] Want to be one better - (2005-06-17)
  [327] How far should our support go - (2005-05-28)
  [265] Business practise, 2005 style - (2005-04-03)
  [233] Giving customers best value - (2005-03-02)
  [195] Customer service - examples to warn us - (2005-01-30)
  [189] Tuesdays and Fridays - (2005-01-25)
  [150] Confession - (2004-12-13)
  [126] Feedback shows the tip of an iceberg - (2004-11-22)
  [91] On line every 24 hours - (2004-10-17)
  [72] On Customer Service - (2004-10-03)

M300 - Well House Manor - Behind the scenes
  [3961] Well House Staff Party - (2012-12-22)
  [3844] Rooms ready for guests - each time, every time, thanks to good system design - (2012-08-20)
  [3743] Sunday - no longer a day of rest - (2012-05-28)
  [3093] How many toilet rolls - hotel inventory and useage - (2010-12-18)
  [2960] The Well House team - September 2010 - (2010-09-19)
  [2916] Testing the robustness of our hotel and training systems - holiday and sickness times - (2010-08-11)
  [2910] Robust - testing the system - (2010-08-09)
  [2396] Easing off in our 50s? - (2009-09-06)
  [2247] A day in the life of a hotelier - (2009-06-18)
  [2125] We have lost a regular business guest - (2009-04-10)
  [1973] Required Request - (2009-01-03)
  [1957] Why are cooks bad tempered? - (2008-12-22)
  [1948] Blame Culture - (2008-12-17)
  [1904] Ruby, Perl, Linux, MySQL - some training notes - (2008-11-23)
  [1900] Table Topics - (2008-11-22)
  [1854] Three Seasonal Pictures - (2008-10-25)
  [1571] Await guests in the early hours - (2008-03-12)
  [1520] Terms and Conditions - Hotel, England - plain English - (2008-01-26)
  [1515] Keeping staff up to date on hotel room status - (2008-01-22)
  [1490] Software to record day to day events and keep an action list - (2007-12-31)
  [1441] On cancellations, rebooking, and pricing schemes - (2007-11-22)
  [1371] Hotel in Melksham at Christmas - (2007-09-29)
  [1369] One business, four different angles! - (2007-09-28)
  [1311] What do people look for on a hotel web site? - (2007-08-20)
  [1285] In the army, or in civvie street? - (2007-07-31)
  [1189] Meet, greet and welcome - (2007-05-16)
  [1179] Sizing sheets and other domestic issues - (2007-05-07)
  [1159] It can take more that one plus one to get two. - (2007-04-22)
  [1105] A week is a long time in the life of a conference centre - (2007-03-10)
  [1083] Behind the scenes - (2007-02-17)
  [1000] One Thousand Posts and still going strong - (2006-12-18)
  [951] What happened at Geekmas - (2006-11-28)
  [939] Swipe cards for hotel rooms - Security issues - (2006-11-23)
  [931] Before and After - Well House Manor - (2006-11-18)
  [927] Hotel door furniture - (2006-11-15)
  [897] Too much for the National Trust - (2006-10-18)
  [868] Smoking, or no - (2006-09-16)
  [813] Monday Morning at Well House Consultants Melksham - (2006-07-24)
  [769] King Edward VII - days of empire - (2006-06-20)
  [742] A visit from the solicitor - (2006-06-03)
  [677] Sympathetic development - (2006-04-09)
  [203] Holes in on line information - (2005-02-05)


Back to
The Well House team - September 2010
Previous and next
or
Horse's mouth home
Forward to
Well House Manor - the history of the hotel
Some other Articles
Testimonials - Well House Consultants Open Source courses
An introduction to file handling in programs - buffering, standard in and out, and file handles
Removing the new line with chop or chomp in Perl - what is the difference?
Well House Manor - the history of the hotel
Initial handling of phone calls and walk in visitors
A Melksham news roundup
What do these road markings mean? Could Confusion Kill?
Welcome to Countrywides new Melksham store
On site course - travel and accommodation expenses
4279 posts, page by page
Link to page ... 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86 at 50 posts per page


This is a page archived from The Horse's Mouth at http://www.wellho.net/horse/ - the diary and writings of Graham Ellis. Every attempt was made to provide current information at the time the page was written, but things do move forward in our business - new software releases, price changes, new techniques. Please check back via our main site for current courses, prices, versions, etc - any mention of a price in "The Horse's Mouth" cannot be taken as an offer to supply at that price.

Link to Ezine home page (for reading).
Link to Blogging home page (to add comments).

You can Add a comment or ranking to this page
Hello. I'm Graham Ellis. If you have a question about the hotel, please ask me or

 

then book here

© WELL HOUSE CONSULTANTS LTD., 2014: Well House Manor • 48 Spa Road • Melksham, Wiltshire • United Kingdom • SN12 7NY
PH: 01144 1225 708225 • FAX: 01144 1225 899360 • EMAIL: info@wellho.net • WEB: http://www.wellho.net • SKYPE: wellho

PAGE: http://www.wellho.net/mouth/2961_Ini ... itors.html • PAGE BUILT: Sun Mar 30 15:20:58 2014 • BUILD SYSTEM: WomanWithCat