Scribd Logo
Upload

Welcome to Scribd!

  • Housekeeping Taking Guest's Requests and Complaints (Telephone Etiquette: Answering Call)

    Uploaded by

    Catherine Tagorda Tiña
    446 views3 pages
    The document provides a rubric for evaluating role play performances of handling guest requests and complaints over the telephone. It outlines criteria such as knowledge of basic call handling techniques and procedures, use of a prepared script, and voice modulation. The rubric lists behaviors evaluators will observe, such as answering the phone promptly, using a pleasant voice, clearly stating the business and one's name, carefully listening, and properly directing or taking messages.

    Original Description:

    rubric

    Original Title

    Housekeeping RUbric Phone

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    The document provides a rubric for evaluating role play performances of handling guest requests and complaints over the telephone. It outlines criteria such as knowledge of basic call handling techniques and procedures, use of a prepared script, and voice modulation. The rubric lists behaviors evaluators will observe, such as answering the phone promptly, using a pleasant voice, clearly stating the business and one's name, carefully listening, and properly directing or taking messages.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    446 views3 pages

    Housekeeping Taking Guest's Requests and Complaints (Telephone Etiquette: Answering Call)

    Uploaded by

    Catherine Tagorda Tiña
    The document provides a rubric for evaluating role play performances of handling guest requests and complaints over the telephone. It outlines criteria such as knowledge of basic call handling techniques and procedures, use of a prepared script, and voice modulation. The rubric lists behaviors evaluators will observe, such as answering the phone promptly, using a pleasant voice, clearly stating the business and one's name, carefully listening, and properly directing or taking messages.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 3

    Housekeeping

    Taking Guest’s Requests and Complaints


    (Telephone Etiquette: Answering Call)

    Criteria Percentage Score Comments


    Knowledge 30%
    - Basic
    techniques in
    answering
    calls
    - Procedures
    for taking
    requests and
    handling
    complaints
    Script 15%
    - Well-
    prepared
    - memorized
    Voice 5%
    - Well-
    modulated
    Total 50%
    Rubric for

    Taking Guest’s Requests and Handling Complaints Role Play

    Student (Speaker)__________________________

    Student (Subject)____________________________

    Date: _____________________

    Knowledge:

    - Basic Techniques
    - Procedure in taking requests and handling
    complaints

    Observations: Did the student.. No Yes


    Answer the phone promptly,
    Use a pleasant voice. (Put a smile in his/her voice.)
    Answer by stating the name of the business, then state your
    name
    Listen carefully to the caller.
    Find the person the caller wants, direct the call to voice mail or
    take a message.
    Repeat back the information to make sure you recorded it
    correctly.
    Say “Goodbye” and wait for the caller to hang up the phone
    before you hang up your receiver.
    Additional Comments:
    __________________________________________________________________

    ________________________________________________________________

    You might also like