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Phone Calls In - Triage Procedure

Why do we get phone calls?


* Call for guest or other staff member
* Hotel room inquiries / bookings
* Course bookings
* Event inquiry / bookings
* Requests for receipts
* Unsolicited Sales calls
* Selling advertising space (special case of previous)
* "I want to speak to the owner" calls (also usually a special case of a sales call!)
* Regular supplier Sales calls
* Recorded messages
* Faxes
* Amazing inquiries
* Cancellations
* Checking on pricing
* Checking progress of booking
* Checking if a course is appropriate
* Nuisance Calls
* For Chamber of Commerce
* For Rail Campaign
* Chasing us for payment
* Personal

How do we handle each of those?


Phone calls in:

"Hello - this is Well House. Can I help you?" We tend NOT to introduce our-self in person in that short initial greeting, but it's good to bring your forename into conversations within positive / encouraged calls.

General - Don't be afraid to say "don't know - we will get back"; give time estimate
- Always get caller's detail (email, phone, name, company, reason for call)
- Document calls to "info@wellho.net" if necessary (or possibly so!)

Call for Guest or other staff member
- If caller considers it an emergency, get caller's name and locate guest or staff member if possible.
- If not an emergency, get caller's details for call back during break.

Staff members with dependents should ask them and anyone responsible for them (e.g.school) to call our main number in an emergency.

Hotel room inquiries / bookings
Ask dates / number of rooms and inform customer
Enter bookings through the online system
Repeat customers - can skip over details

Course bookings
Public or private course?
Diary of public courses at http://www.wellho.net/course/index.html
Schedule / dates for private courses at http://www.wellho.net/share/diary.html
Refer to Lisa / technical content to Graham

Event inquiry / bookings
Business meetings - GOOD; others - not really our thing
Refer to Graham

Requests for receipts
When an agency books a guest in the hotel, we sometime take payment from the agency's credit card and they need a receipt. They seem to loose
them a lot and need them faxing through again.
Take details of where the information is needed, which guest and dates, fax number; let they know that we post as a matter of course but you'll ask Lisa to fax it too.

Unsolicited Sales calls
We do not buy over the phone and strongly discourage unsolicited sales calls,
You are welcome to email an approach to info@wellho.net
"Has our TPS on this line expired?"
Sometimes hard to judge if unsolicited ; get details and pass on.
Don't give out names - "info@" will get picked up!

Selling advertising space
We do NOT buy advertising space over the phone
Our products are NOT well suited to local advertising
Our products are NOT well suited to general advertising
We do our own search engine and Google optimization

"I want to speak to the owner" calls (also usually a special case of a sales call!)
These people have not researched us, as they could find out the names of "the bosses" very easily!
See answer above
(and, no, we don't want to sell the company, nor have them manage any investments we might have!)

Regular supplier Sales calls
Culligan Water looking for how much we're likely to want (fine!)
Other supplier - more of a nuisance in that we know when to order.

Recorded messages
Swear under your breath and hang up

faxes
Swear under your breath and hang up

Amazing inquiries
Typically as a result of Google searches for co.s with poor visibility
"We're an internet training co and hotel in Melksham - did you get
this number off a web search. We probably refer to them on our
web site ..."
But be helpful / chatty.

Cancellation
Be cheerful - Lisa to process - "can we rebook" ...

Checking on pricing
72.00 / 85.00 / 95.00 inc VAT
Courses - 350 (day 1) 250 (following days) public courses / delegate + VAT
- room extra 60 (ex VAT) 72.00 (inc) if staying
See "happens"
Private courses - enter postcode on happens page

If someone phones and asks the room price, then goes off to "check with partner" and says "I'll call back", it's usually because they're looking for a cheap bed (25 pound touch) for the night and we're providing much more but at a higher price. Don't worry about such loss of business; these potential guests are not well suited to what we provide

Checking progress of booking
Refer Lisa

Checking if a course is appropriate
Refer Graham

Nuisance calls
Please note what is said, inform Lisa and Graham
Further detail are "staff only"

For Chamber of Commerce
Graham is President of Melksham Chamber of Commerce

For Rail Campaign
Transwilts Community Rail Partnership
Melksham Railway Development Group
First Great Western Coffee Shop
Save the Train

Chasing us for payment
You should never get such a call unless a supplier has it wrong.
Refer Lisa

Personal
Pass through if possible / otherwise inform staff member. See top section for emergency issues.



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