Cotton Traders Ltd (CT) – Telephone Manner Policy and Procedure

[Audio] Cotton Traders Ltd (CT) – Telephone Manner Policy and Procedure POLICY Every store will have a dedicated telephone line to ensure effective communication both within the business and with external contacts. This line is provided for business purposes only, including communication with other stores, Senior Managers, or Head Office (H/O). Personal calls are strictly prohibited unless prior authorisation has been granted by your Line Manager. PROCEDURE The telephone represents the professionalism of the store and should be treated as an extension of our customer service. The following guidelines must be followed by all team members: All calls must be answered promptly and courteously. The phone should not be allowed to ring more than five times before being answered. When answering, always use the following greeting: "Thank you for calling Cotton Traders, [Insert Store Name], [Your Name] speaking. How may I help you?" If you are assisting a customer in-store, politely excuse yourself to answer the phone, or, where possible, ask another team member to take the call. For example: "Excuse me, I'll just quickly get the phone to avoid it ringing unanswered." If you are unable to assist the caller immediately due to serving another customer, offer to take their name and confirm their contact number via telephone display, note it for a recall and assure them you will return their call as soon as possible, rather than leaving them waiting on hold. Calls must not be made to Directory Inquiries, International numbers, the Speaking Clock, or any Premium Rate numbers. Always maintain a professional and friendly tone, and ensure all messages are passed on promptly to the relevant person or department..

[Audio] NOTE: The telephone area should be kept tidy and free from clutter at all times to maintain a professional image..