Phone Room + Counting Room
Phone Room Etiquette
How to answer the phone + how to end a call
Receiving:Placing on hold + returning back to the patron
"Thank you for calling the Cockburn ARC, you're speaking with _____".
" Is there anything else I can help you with today?"
"Thank you and have a nice day/night/weekend".
" Are you ok if I place you on hold to find out".Transferring to another staff member + unable to transfer
**or similar depending on the reason you are placing them on hold.
When you are returning back "____(patron's name). Are you there?" "Thank you for holding _________".
" I will just transfer you through to ____ to assist you further, won't be long".Acting on feedback
- If you attempt and are unsuccessful in getting a hold of the staff member:
"I am sorry, ___is currently unavailable, I am happy to take a message and have them return your call?"
**Ensure to get full name, contact number and email. As much information as possible always helps!
If a caller takes time to provide us with feedback, we need to do a few things:Handling difficult callers
1 - Thank them.
2 - Let them know what we’ll be doing with this information.
3 - Do what we say we’ll do.
Our customers are more than happy to act as unpaid consultants to our business as long as they feel
that the information provided will be acted upon. The last thing they want to hear is, “Well that’s not my
department” or “I don’t know what’s going on there.”
The reason most customers complain is that they want us to rectify a situation and, if we do it willingly and
quickly, we can turn an adversary into a devotee. Here are some simple tips:
1 - Listen carefully to the customer’s concerns without interruption.
2 - Take notes.
3 - Confirm the issue/s with the caller.
4 - Use the same terminology they use.
5 - Empathise with them.
6 - Detail your plan to solve the problem.
7 - Outline a time frame.
8 - Provide the customer with your contact details in the event they need to contact us again.
9 - Thank the customer by name for providing the feedback.
What we don’t want to do is get defensive or bogged down in apportioning blame. Instead, we need to
focus on saving the relationship. After all, it’s easier and cheaper to save a customer than it is to find
a new one.
Counting Room Process Till Off Slips
- Please ensure that ALL money- takings and floats are stored in their appropriate locations and secured in the safe
- At no point in time (besides waiting for someone to second count) should money be left sitting on the counting room desk or in money bags in the black tray.
- Each day's money bag will be labelled for the takings that day and this needs to be locked in the safe once counting is completed.
Money counter troubleshooting
Once you have printed your till off slip:
- Staple your money count to the top left corner and place the till off slip in the black tray in the counting room
- The closing staff member will collate them all and place them in the black daily banking draws located on the supervisor's desk
Settlement slips in the AM:
- Once the receipts for the settlements have been printed in the AM, write in the top left corner what POS it is allocated from. Staple all the slips together and place in the daily banking draws on the supervisor's desk
Auto scroll- moves to coin count
Currency error: hold both up and down arrows down and select AUD.
Internal Mail + Stationery Order
Internal Mail process How to order stationery
- Tuesday & Thursdays collections
- (Incoming Mail) Courier will bring a pink satchel to ARC with any mail for us – please place in the tray on my desk (there may not be any incoming mail)
- (Outgoing Mail) Check for a pink satchel to go to council from ARC – check they do contain documents, as we do keep the empty satchels there also. They are located in the cupboard in admin office above the laminator.
- If we do not have any mail to go please advise the courier of this.
If you notice we are running low/have run out of:
- eftpos rolls
- printer paper
- tea towels
- hand sanitiser
please email Marg Curry to advise.