Procedures

As part of efficient service, and to meet quality assurance goals, clients and customers must be able to communicate with Fountain Art at all times. When staff are not available for direct telephone contact, answering machines or voice mail must be activated to take external and internal messages.

All Fountain Art staff when using answering services should:

• use the instructions in the operating manual as a guide to using answering services correctly

• record clear and concise messages on answering machines or voicemail directories and include standard company details in outgoing messages such as:

- your name and phone number

- a request for the purpose of the call and/or the person sought

- names of other staff who might help the caller in your absence or if the person would rather not leave a message, or has urgent business

• clear the machine for messages when you return to the desk

• forward messages on message pad or by e-mail to the appropriate person

• ensure that answering services are left on each night and take overnight messages before turning off service

• regularly check that the current outgoing message is up-to-date

• report all operational faults to the Office Manager