communication & tele handling
TRANSCRIPT
Communication & Telephone
Handling
• By the end of this session, you will be able to:
• Understand the effect of communication and First Impression
• Know the different types of communication
• Know the effect of body Language and its kinds.
• Understand and enhance your Listening skills
Communication
All guests experience polite, efficient
and modern communications
First Impression
You don’t have a second chance to make
a first impression
7
3855
WordToneBody Language
CommunicationWord – Tone – Body language
Word30%
Tone70%
WordTone
Word – Tone
Ways of communication
• Verbal communication• Non-Verbal communication• Written communication
Listening Skills
• When you listen• Types of Questions
Listening Skills
A good listener gives the speaker feedback while they are listening by:
Polite, efficient and modern communications
·
• Keeping eye contact• Open body language• Nodding to show that they understand• Repeating the message back – paraphrasing• Asking questions to check they have understood
Types of Questions
• Open Questions• Closed Questions• Teaching Questions• Testing Questions
Telephone Handling
By the end of this session you will be able to :
State the importance of voice quality
State the roles of answering the phone
List down the roles of taking messages on the phone
List down the techniques of handling complaints on the phone
List the roles of referring a telephone call
List steps to follow when closing a phone call
TELEPHONE SKILLS TRAININGohp 1
Polite, efficient and modern communications
OHP 2
A CALLER WILL MEASURE THEQUALITY OF THE ORGANIZATION
OR HOTEL BY :
The number of rings it takes to get an answer.
The quality of voice they hear
Polite, efficient and modern communications
OHP 3
THE QUALITY OF VOICE
The voice you project is determined by the followingfactors; all of which could be controlled
ENERGYThe energy in your voice reflects your attitude and enthusiasm.
RATE OF SPEECHThe normal rate is 125 to 130 words per minute.Speaking faster can create problems!
PITCH Ideally, you should vary your tone and inflection
Polite, efficient and modern communications
Telephone Techniques
Every Call A Good Call
OHP 4
THE BASIC WAYS FOR ADDRESSING A CALLER
ALWAYS ADDRESS THE CALLER BY
Mr……, Mrs……, Miss……, Sir and Madam
REMEMBER
Use the Family Name with Mr, Mrs and Miss!
Addressing a woman is more confusing!
Polite, efficient and modern communications
STANDARDS FOR ANSWERING THE TELEPHONE
OHP 5
Good Morning / afternoon /
Evening
(hotel name)
……. is speaking
How may I help you?
Polite, efficient and modern communications
Good Morning / afternoon / Evening
(Department name)……. is speakingHow may I help you (mention Guest
Name)?
Standards of Putting the caller on hold
OHP 5
Before placing a caller on hold, permission is asked and a response is obtained.
If a caller is placed on hold, the caller should be contacted every 30 seconds, offering the caller the choice of remaining on hold, leaving a message or receiving a call back.
A caller is never connected to voice mail unless they have agreed. All voice mail messages must include an option to return to the operator.
Polite, efficient and modern communications
OHP 11
TRANSFERRING A PHONE CALL
1. Advise caller that you will transfer his call to…
2. Advise caller of the reason for the transfer
3. Ask permission to put the caller on hold
4. Announce the caller to the other party and summarise to him the caller’s request
Polite, efficient and modern communications
OHP 7
WRITING A MESSAGE “Components”?
1. Date
2. Time of receiving the message
3. Name of caller
4. Company name of caller
5. Phone number of caller
6. Message contents
7. Best time to call back
8. Receiver’s signature
9. Repeat the message for confirmation
Polite, efficient and modern communications
OHP 10
HANDLING COMPLAINTS ON THE PHONE
Listen to the caller without interruption
Write down the complaint
Summarise back to the caller
Apologise to the caller
Advise caller of your actions
Follow up
Polite, efficient and modern communications
OHP 12
CLOSING A CONVERSATION ON THE PHONE
Thank the customer for calling
Advise him of your actions (don’t leave him in the dark )
Ask the customer if there is anything else that you can do for him
Leave the customer with a positive feeling
Let the customer hang up before you do.
Polite, efficient and modern communications
Any Questions?
Hisham Mahmoud