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Case 18-2868, Document 278, 08/09/2019, 2628230, Page261 of 648 2. Answering a Department line: standard greeting (i.e., Good Morning/Afternoon/Evening) . Give the name of the department. Give your name. Offer assistance: "Good morning, Reception Desk. This is John. How may I help you?" ane 3. Answering another individual's line: Standard greeting. Identify whose office or department. Give your name. Offer assistance or to take a message: "Good afternoon, Mr. Smith's office. This is Mary. How my I help you?" aaoewe 4. When placing a call on "hold:" a. Use the word "wait," not "hold." b. Always ask permission and wait for guest's response: "Are you able to wait?" 5. Returning to a call placed on "hold": a. Always thank the guest for waiting or apologize for the wait. b. Give your name. c. Offer assistance: "Thank you for waiting, this is Mary. How may I help you?" 6. When transferring a call: a. Always announce the transfer of a call to the party receiving the call: "Mr. Smith, I am transferring Bob Jones to you." b. The caller should then be connected and an announcement of the connection made: "I have Mr. Smith on the line now. Go ahead, please." 7. When ending a conversation: a. Always say "thank you" or "you're welcome." b. Use the guest's name if possible. c. Let the caller know you are happy to be of service or sorry you are unable to help. d. End the conversation with "good-bye" and hand up the receiver gently: "Thank you for calling, Mr. Smith. We're glad we could help. Good-bye." MAR-A-LAGO 0207