Answering Phones

When answering the phone please use the following greeting

SITE *location*, this is *your name* speaking

For example, ‘SITE Wanaka, this is Billy speaking’.

When calling someone back, ring the number, and start with this message.

Hi, this is name from SITE Trampoline *location*, I saw I just missed your call.

For example, ‘Hi, this is Billy from SITE Trampoline Wanaka, I saw I just missed your call.

There are a few important reasons why we use this specific language.

• When answering the phone it is important to use the location as they may have accidentally called your location. This doesn’t happen super frequently but it happens enough to make it a valid thing to be consistent with.
• When answering the phone use SITE rather than SITE Trampoline. This is because we are trying to work the word trampoline out of our branding. As our focus broadens to other sports it does not make sense to keep trampoline in the title.
• When calling people back use SITE Trampoline rather than just SITE – at this point, we do not have the brand recognition to be immediately recognized with just SITE, so add trampoline to the backend to add clarity. Eventually, we aim to move away from this as our brand gains wider awareness.

When it is busy

• If you have customers at reception, deal with them before picking up the phone.
• Call back all missed calls as soon as you have a chance.
• If it is too busy, don’t worry about voicemails, just call people back. With that said, if you do have the time to we always aim to listen to all voicemails.

Other points to focus on

• Try to answer the phone as quickly as possible. As one of our brands main focuses is on a high level of customer interaction, it fits the brand to be hyper reactive to the phone. If we answer in the first couple of rings all of the time it shows that we are attentive and care.
• If you don’t know how to deal with a customers request over the phone, let them know that you will call them back with more information as soon as possible. When doing so, make sure to write down their name, phone number, and grab their email address as well just in case they do not answer the phone on the callback.
• Try to keep conversations relevant to the topic and try to keep conversations relatively brief. Sometimes people want to tell you their life story while they are booking in for a birthday party, you don’t want to cut them short, but also don’t encourage their ramblings.