Manage Visitors and Phone Calls

How to…

What you need to know

•

All visitors to your unit must in all cases be asked to produce ID and sign the visitor log

•

All contractors must sign the Contractor Attendance Log

•

Check with your manager that the visitor is expected or allowed on site

•

All visitors must wear their ID at all times

•

All visitors must be escorted

•

Never answer the phone during peak times

•

Customers in unit come before the phone

•

The unit phone is for emergency and business call’s only

How we do it…

Team Members

March 2009

Check their ID it must be
photographic and show details
of their Company. Ask them to
wear it at all times.

Make sure you get
them to complete
their ID number

Don’t forget to fill
in the time they
arrive AND leave

Ask your visitor to complete all details on the form in pen

How we do it…Dealing with Phone Calls

The best greeting is:

Hi, this is The Real
Food Company at
Manchester Airport T1,
Jenny speaking.
How may I help you?

Smile on the phone,
it makes you sound
friendly and professiona

l

Caller: Please slow
down I can’t
understand you.

Speak slowly and clearly
to ensure you are
understood

take the persons name,
number, brief details
of the query and time
of call. Make sure
someone calls
them back

If you cannot deal with
the caller,

Ask them why they are
visiting, who they are here
to see and make sure they
are escorted at all times

Manage Visitors and Phone Calls

How to…

You are responsible for…

• Checking every visitor ID

• Ensuring every visitor completes the

visitor or contractor’s log

• Informing all visitors of dangerous areas

e.g. machinery currently in use

• Challenging anyone you see in back of

house areas that you do not recognise

even if they are in uniform or carrying ID

• Answering the phone at appropriate times

following Company Standards

• Only authorised handsets are used,

i.e. NO personal mobile phones

• Not being on the phone in front

of a customer

Your challenge….

• Ask your training buddy to pretend to

be a visitor. Complete the visitor

process correctly

• Ask your manager to pretend to call you.

Respond to the call following the

procedure correctly

• Answer the unit phone the next time

it rings and deal with the call

(remember, do not ignore customers to

answer the phone, if it’s important they

will call back at a more convenient time)

Team Members

March 2009