Answering the Phone

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“Pitmaster BarBQue on _____________ (fill in the location).  This is ______________ (fill in your name). How may I help you?”

If you are busy with an in-house customer when you answer, say, “Pitmaster BarBQue on _____________ (fill in location).  This is _____________ (fill in your name). May I please put you on hold for a moment? Thank you.” BE SURE to answer it when you finish with your customer.  Be sure to say, “Thank you for holding, how may I help you?”

Phone Inquiries

  • If the person wants to order take-out, proceed with their order.
  • If the person wants to ask about catering, 
    • Assure the caller that we do catering
    • Forward them to a catering certified manager
    • If someone is not available to help them, tell them we will have a “Catering Specialist” call them
      • Be sure to write down their NAME, PHONE NUMBER, DATE OF CALL, and YOUR NAME
        • Be sure to give message to manager.  Do not throw on a desk–it may be missed there.
  • If the person wants to speak to an owner
    • Get their name and phone number.  Include your name and date of the call.
    • Do NOT give out owners phone numbers or ANY information.
  • If someone is not available to help them, tell them we will have a “Catering Specialist” call them
    • Be sure to write down their NAME, PHONE NUMBER, DATE OF CALL, and YOUR NAME
  • Be sure to give message to manager.  Do not throw on a desk–it may be missed there.
  • If the person wants to speak to an owner
    • Get their name and phone number.  Include your name and date of the call.
    • Do NOT give out owners phone numbers or ANY information.
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