A standard operating procedure describes the established steps and processes for completing specific tasks. A standard operating procedure is to be compliant with applicable collective agreements, government acts and regulations and company policies and procedures.
OBJECTIVE
• To ensure all inquiries are properly attended to.
PROCEDURE
A. Phone Usage
1. Say your greetings moderately loud and enthusiastically. Usually we say “Good Morning/Afternoon, Link Consultants/Thread Design”, although suitable variations are acceptable if preferred.
2. Kindly ask who the caller is looking for, if the person is in the office, ask the caller politely to hold the line while you make the transfer.
3. To transfer: cradle – extension number – cradle
4. We are ambassadors of the company, especially when we are the only person in the company the client is dealing with. Thus it is important to always speak politely and give the client utmost respect and attention.
5. We must never loose our temper at a client, because the client is the lifeblood of our business. Our business depends on him.
6. Do not treat the call as an interruption to our work; he is the purpose of it.
7. Leave the client happier after the call. Always remember to thank the client after the call.
B. Response to Enquiries
1. We should respond to every single enquiry within 1 working day. For instance, when we receive a phone or email enquiry, we should send a follow-up email within 24 hours on a working day.
2. The client Contact List is stored in Y:\documentation\Contact List.xls. It includes information on the client’s Name, Position, Company, Tel, Mobile, Email and Website.
3. If applicable, update the Contact list, even if we do not have the opportunity to work with the client that round. He becomes our potential client.
Phone
1. Every employee is expected to know how to respond effectively to each telephone enquiry.
2. Every phone enquiry is a business opportunity; it is important we treat each phone call with importance. Speak with a smile, be polite and enthusiastic and gain confidence in your client in the process.
3. Listen attentively to the client’s request, if his request is within our means, let him know we are interested in taking on his project. Take down relevant notes.
4. Take down important client contact information so that we can make necessary follow-up. Also, request for: Company business profile, budget and time requirements i. (e.g. What do they manufacture, target audience, is it required urgently?)
5. For Website Requirements, ask what Size and Technical complexity the clients are looking at. (e.g. No. of pages, Functionalities required?) If possible, also ask for an example of a website the client likes.
6. Requesting for Quotations: If you are unsure, Inform the client that we do not reveal rates over the phone. They should send us an email using their company email instead.
Fax
1. It is the office manager’s duty to document all incoming faxes. She should hand over the fax to the relevant person for follow up.
2. The relevant project manager should respond to the fax inquiry within 24 hours of receipt of the fax.
1. Most of our enquiries come in through email. Both the administrator and project manager are responsible for checking the mail daily.
2. If the client is vague in his request, ask for more information politely.
3. If the client requests for a website, ask what size and technical complexity he is looking at (“How many pages are you looking at for your website? Would you require specific functionalities?) It would also be good if the client can provide us with an example of a website he likes.
4. A commonly used email template for responses is
Thank you for inquiry and interest in Thread Design.
Thread Design is a cross media creative agency, set up in Shanghai, and houses a team of local and international designers. Our expertise lies in website design and corporate branding (logos, business stationery) as well as print design.
Please visit our website at www.threaddesign.com.cn
If the above quotes generally meet your time and budget requirements, please contact us so that we may arrange a meeting to talk more on this project!
I look forward to your positive reply! In the meantime, should you have any queries please do not hesitate to contact us.