Tài liệu Trực điện thoại và tiếp tân ( Telephone & Reception ) docx

Câu lạc bộ Giám đốc nhân sự
- Trụ sở: CT4.1001, Đô thị Sông Đà - Mỹ Đình, Từ Liêm, Hà Nội
- Điện thoại: 04. 7855518 - Fax: 04. 7855518
- Website: www.cpoclub.net - Email:

Phỏng vấn về vị trí trực điện thoại và tiếp tân
Telephone & Reception
Entry Level
Stt English VietNamese
01
What is the importance of greeting the
customer politely on the telephone?
02
In taking a message for another
employee, what information should be
included on the message?
03
Another department calls for your
supervisor. Your supervisor is on the
telephone. How will you handle this
call?
04
A citizen calls and is irate because she
has been transferred to three different
departments and cannot get anybody
to answer her question. How will you
handle the call?
05
What telephone techniques are
important when serving as a
receptionist?

06
As a receptionist you are responsible
for answering the telephones. What
would you do if four lines were ringing
at the same time?
07
Your supervisor is on the telephone.
An outside organization calls and when
you inform your supervisor, he simply
says "Handle it". What will you do?
08
The supervisor returns after lunch and
says that the information on the call
slip you took is incorrect. How will you
handle this?
09
What are the basic rules for answering
the telephone?
Pick up the telephone within three
rings, greet the caller, give your name
and ask if you may be of assistance.
Câu lạc bộ Giám đốc nhân sự
- Trụ sở: CT4.1001, Đô thị Sông Đà - Mỹ Đình, Từ Liêm, Hà Nội
- Điện thoại: 04. 7855518 - Fax: 04. 7855518
- Website: www.cpoclub.net - Email:

10
What are the basic rules for putting a
customer on hold?
Ask the customer if its ok to place

them on hold, wait for an answer, tell
the customer why they being placed
on hold, give a time frame, and thank
them when you return.
11
Name the steps to correctly transfer a
customer call.
12
Name the steps to correctly take a
message in a coworker’s absence.