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Post by hotelvi, 2017-3-27, Views: (3)特殊情況處理。
如果轉接到分機或客房而無人接聽，話務員應向顧客解釋清楚，詢問對方是否需要留言，如來電者需要留言，話務員則應按照留言服務程序操作。
若電話占線，話務員應按下取消鍵，并向顧客說明情況，主動詢問對方是否為長途。如果對方為長途撥打，而電話又處于占線狀態，話務員要告訴對方房間仍占線，詢問對方是否愿意等，或請對方稍后再打進來。
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