telephone etiquettes - concept...
TRANSCRIPT
Telephone Etiquettes
Objective
Telephone Etiquettes
Memorable Experiences
Up selling, Suggestive Selling
Higher Revenues
Part I
Don’t let guest wait for more than 3 rings
“ Good Morning CHPL,
XYZ speaking, How
may I assist you
Give name of your hotel followed by Good
morning , Good Afternoon , or Good evening as
per the time of the day like:
to a caller on the outside
line.
Announce the name of the department like:
to a caller on an inside line
“Housekeeping , Good morning, XYZ speaking, How may I assist you?”
Remain calm polite and helpful
Be brief - Calls are charged by distance and length of call.
Speak Normally but a little more slowly
Inform the Caller before connecting
“Connecting you Sir”
Get back to the
Caller if you are
unable to connect
“ I am Sorry Sir! But there is no reply
Remember to ring a caller back, if you promised to do so.
Thank the caller for telephoning and replace the receiver quietly.
Have a pad of special Telephone Message forms by the side of the telephone with a pencil always.
Write down incoming messages.
Read messages back to caller as a check , before they ring off , especially messages which contains numbers.
Write out beforehand a message that you are going to say on the telephone .
Avoid
Avoid saying Hello .
It tells the caller nothing……..
Don’t Ignore a ringing telephone
the caller may be in a call box
Don’t lose your
temper even if
the caller loses
his.
Don’t encourage callers to chat.
Don’t let the
caller wait in
complete silence
- he may think
he has been
disconnected.
Don’t shout
Don’t Bang the receiver down.
Don’t forget to write
a note on a telephone
message pad to
remind you to ring
the caller back.
Don’t take a message
and let the caller go
without asking his
name , address and
telephone number.
Don’t try to remember messages.
Don’t let the caller go without making sure the messages you have written down is correct.
Don’t rely on your memory.
Part II
“Good Morning CHL”
“XYZ here, How May
I Assist You…?”
TRING…TRING…..!
Answer the call within
3 rings
Use a courteous and
welcoming voice
Use the standard
script to greet callers
Correct Posture - when handling a
Telephone Call
Sit Erect - Don’t …Slouch
Smile and use a sweet
and pleasant tone - it
carries in your voice to
the Listener
DURING THE CALL…….
Greet the guest the time of the day
“ Good Morning / Afternoon / Evening”
Announce your organization/ department
and your name and then offer assistance.
“ CHL, or Training department, XYZ here,
how may I assist you?”
DURING THE CALL…….
Avoid the use of Slang..
Yeah..OK.. Nope… Na..Righto!!..Just a Sec
Modulate your voice
Not too loud, Not too soft.
Not too fast, Not too slow
Speak clearly and naturally
LISTENING is an ART!
Pay careful attention to the
caller by LISTENING
Avoid Interrupting the
CALLER
Jot down some details if
necessary during the call…..
While Handling the Call
Before connecting a call to a specific person
in a department, inform the caller thus
“ Kindly be on the line Sir, while I transfer
your call”
If the person required is not available, revert
back to the caller saying
“ Mr.Rahul is not in the office Sir, may I take
a message on his behalf or would you like
to call back?”
Name of the Caller
Name of the Company
Telephone Number
Time of Call
Taken by
Date
Message……………………………...
When you are taking down a message
jot down the following
Ending the Call
Thank the Caller.
Disconnect the line only after the guest has
placed his receiver down.
Don’t BANG the receiver AND Don’t
CROSS TALK immediately
Part III
SOME SITUATIONS!
Long distance calls
Unclear conversations
Unwell guests
Calling a guest
Unsure of information
During a long distant call
“Sir/Maam the extension you
require is busy…
Would you like me to take
down a message or would
you like to call back
Unclear conversations
“I beg your Pardon Sir/Maam ..would you repeat that for me”
“I beg your Pardon…..”
“The Line is Not Clear Sir/Maam.. could you please speak louder…”
Unwell Guests
“I am So Sorry to hear you
are not well Sir/Maam…
May I offer you the services
of our Doctor?”
Calling upon a Guest
“Good Morning Sir/Maam..
I have the information you
requested for ….”
UNSURE OF INFORMATION
“Allow me to check …would
you like to hold the line for a
moment…?”
Transferring a Call….
“Kindly hold the Line as I transfer your
call”
“Transferring your call. One moment
please..!”
Unable to locate him…!
“I am sorry ! Sir, Mr.Mukesh is not
available to take your message at
the moment. May I assist you..?”
Mr.Deepak is not in
his Office at the
moment.
May I assist you…?
Avoid…….!!!
The caller does not need
to know what your Boss
is doing. Keep it to
yourself
and respect privacy…!
Never promise that you
would
call back. Instead
simply take
down a message.
Handling Long Distance
Calls
“May I have your fax number or your
e-mail ID for our reference.”
“Sir, could you please
provide me with
your fax number
and e-mail ID.
Or would you
like to call us back?.”
STEPS TO A GOOD CALL
3 Rings
Sit Alert
Wish the caller
Be polite
Listen carefully
Do as required
Get back to the guest
Thank the caller
Bid farewell
Disconnect Carefully
Good Luck….!!!