PBX and Call Center Rapid Response Checklist
by Victoria Raeburn, from the Community
This Ritz-Carlton Brand Standard Audit checklist helps hotel PBX and call center teams deliver prompt, professional service during guest calls. It covers answering within three rings, using proper telephone etiquette, stating your name, and setting clear expectations for resolution. Agents are guided to ask effective questions to understand guest needs, offer apologies for defects, and provide a clear time quote for response. When special requests cannot be met, staff use polite denials and offer helpful alternatives. The checklist also reinforces ownership of issues using the LEARN approach and requires the responding department to arrive within 20 minutes to resolve the request.
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This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.