CONVENTION & EXHIBITION (PUTRAJAYA) SDN. BHD. Co-X/CSD/WI03 Revision No: 01 Effective Date: 15 th December 2017 ` PREPARED BY REVIEWED BY APPROVED BY Name: Name: Name: Designation: Designation: Designation:
REFERENCE NO. Co-X/CSD/WI03 PAGE NO. Page 2 of 8 REVISION HISTORY Rev. No DCN No. Description of Changes Effective Date 01 -- Initial Release 15/12/17
REFERENCE NO. Co-X/CSD/WI03 PAGE NO. Page 3 of 8 1.0 OBJECTIVE The objective of this instruction is to ensure Customer Service Assistant (CSA) able to answer a call professionally and transfer to respective personnel/department. 2.0 SCOPE This instruction is applicable to Customer Service & Business Centre (CSBC) personnel. 3.0 DEFINITION 3.1 Co-X : Convention & Exhibition (Putrajaya) Sdn. Bhd. 3.2 PICC : Putrajaya International Convention Centre 3.3 CSBC : Customer Service & Business Centre 3.4 HOS : Head of Section 3.5 CSE : Customer Service Executive 3.6 CSC : Customer Service Coordinator 3.7 CSA : Customer Service Assistant 3.8 N/A : Not Applicable 4.0 RESPONSIBILITY 4.1 HOS is responsible to monitor overall operation of CSBC at operator counter. 4.2 CSE is responsible to assist HOS evaluate job performance of CSA at operator counter. 4.3 CSC is responsible to assist HOS / CSE to supervise CSA. 4.4 CAS must be prepared to receive incoming calls and transfer the call to respective personnel / department. 5.0 REFERENCE N/A
REFERENCE NO. Co-X/CSD/WI03 PAGE NO. Page 4 of 8 6.0 INSTRUCTION 6.1 Answering Call 6.1.1 CSA shall stand by a note book to note down detail message/notes as per following and pass to the respective person / department Date & Time of the message Caller s name Reason of Calling Actual content of message 6.1.2 Answer incoming call within 3 rings. 6.1.3 Do not neglect any call. Take it as a business opportunity for the company. 6.1.4 Start each telephone call politely and informatively 6.1.4.1 A nice welcome phrase 6.1.4.2 Identify your place of business by showing gratitude 6.1.4.3 Offer your help politely 6.1.4.4 Provide brief information if necessary and direct the call to respective section/department. For example: 6.1.5 During a call, listen carefully on the conversation. Upon receiving an external call, start by mentioning the company name and your name, ask how we can assist him / her. For example: Good morning, thank you for calling Putrajaya International Convention Centre. I am (Your name), how may I assist you? 6.1.5.1 Resist the temptation to interrupt Give response while caller is talking, eg: hmm, yes, ok, I understand to make the conversation spontaneous. This is to let the caller aware someone is listening. 6.1.5.2 Speak with friendly tone. Make your tone as friendly as possible. Try to smile while talking, the way you talk reflects in your tone. 6.1.5.3 Be attentive to caller and prepared to answer any question that may arise. 6.1.5.4 Use HOLD button very carefully.
REFERENCE NO. Co-X/CSD/WI03 PAGE NO. Page 5 of 8 If you need to transfer any call then say: Can I put you on hold while I transfer your call to the respective person? Once the caller agreed to be transfer, wish the caller Thank you and transfer the call. Should the extention is not reachable /engaged, inform the caller: Thank you for holding.(staff name) extention is not available. Would you like to be on hold for the next available staff or leave a message? 6.1.5.5 End the call While finishing a conversation say: Thank you for calling. Have a nice day. And let the caller hang up first. 6.2 When Answering Internal Call 6.2.1 Answer incoming call within 3 rings. 6.2.2 Start each telephone call politely For example: Upon receiving an internal call, you should start by mentioning section name and your name, ask how you can assist him/her. For example: Good morning, Customer Service and Business Centre office. (Your name) speaking, how may I help you? 6.2.3 After transfering a call, CSA should record the call in the Operator Log Book to keep track on all calls received. 6.2.4 Should the transfer is incomplete,csa should record it in the Operator Log Book for future reference. 7.0 RECORDS 7.1 Operator Log Book
REFERENCE NO. Co-X/CSD/WI03 PAGE NO. Page 6 of 8 8.0 APPENDIX / ATTACHMENT 8.1 Process Flow
REFERENCE NO. Co-X/CSD/WI03 PAGE NO. Page 7 of 8 PROCESS FLOW RESPONSIBILITY OUTLINE ACTION 1 - Shift begin at 7.30AM / 12PM Start of shift 2 need to turn on console to start Turn on operator console receive call 3 Receive incoming call should pick up the call within 3 rings and greet politely. 4 Identify the caller need to identify either the caller is from internal / external. 5 Sort out the caller request before transfer need to identify the reason for caller call and provide brief information when necessary. 6 Transfer call as per request need to accurately transfer to right person. 7 Record all complete and incomplete call - Any complete / incomplete call should be recorded in related form. A
REFERENCE NO. Co-X/CSD/WI03 PAGE NO. Page 8 of 8 A 8 Filing - File the form in a file 9 Turn off operator console - Turn off operator console 10 End of shift