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USING THE TELEPHONE

USING THE TELEPHONE. OBJECTIVES…. By the end of this session you will learn…. Common expressions used when talking on the telephone. How to use the International Phonetic Alphabet. HANDLING RESERVATIONS OVER THE PHONE….

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USING THE TELEPHONE

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  1. USING THE TELEPHONE

  2. OBJECTIVES… • By the end of this session you will learn…. • Common expressions used when talking on the telephone. • How to use the International Phonetic Alphabet.

  3. HANDLING RESERVATIONS OVER THE PHONE… When receiving calls it is not the correct phone manner nor is it professional to mention any of the following; • Hello • Who is it? • Who? • What? • Hang on / hold on. • What do you want? • He’s busy • Speak up. I can’t hear you • I’ll tell him. • What’s your problem?

  4. On the telephone what would you say instead of? • Hello • Good morning, thank you for calling Son Tra Resort, This is <First Name> How may I assist you • Who is it? • May I have your name please

  5. Who? • May I know your name please • Can you repeat your name please • What? • Can you please repeat • Hang on/hold on • Please hold on for one moment • One moment please • Just a moment please

  6. What do you want • How may I help you • He’s/She’s busy • Sorry Mr./Ms. _____ is not available at the moment would you like to leave any message. • I am sorry Mr./Ms. is in a meeting, do you wish to give your number and we will call you back.

  7. Speak up I can’t hear you • Would you please repeat that I didn’t hear what you said • I am sorry I can not hear you, the line is bad can you call me back • I’ll tell him • I’ll will leave the message with Mr. ______, thank you for calling

  8. PHRASES TO USE WHENANSWERING CALLS… OUTSIDE CALL <Greeting>, Thank you for calling Son Tra Resort, this is <Your Name> How may I assist you? INTERNAL CALL <Greeting> <Your Department> <Your Name>, How may I assist you.

  9. BEFORE CONNECTING THE CALLS ALWAYS ACKNOWLEDGE… SAY: • “Please allow me to connect your call” • “THANK YOU” • “JUST A MOMENT PLEASE”

  10. IF EXTENSION DOES NOT ANSWER • I AM SORRY THERE IS NO ANSWER DO YOU WISH TO LEAVE A MESSAGE

  11. IF EXTENSION IS BUSY… • I AM SORRY THE LINE IS BUSY DO YOU WISH TO WAIT • THE LINE IS BUSY, WOULD YOU LIKE TO LEAVE A MESSAGE OR WOULD YOU LIKE TO TRY AGAIN LATER.

  12. CORRECT PHONE MANNER… • You should answer the telephone within 3 rings • You should not keep the call on hold for more than 30 seconds • You must inform all callers of action being taken (holding, transferring, etc.) • keep the background noise-free • You should not disclose or transfer mobile phone numbers without permission • We will answer calls with "time of the day, department, • “This is name, how may I assist you?" and end with • "Thank you for calling" • Always smile, use positive expressions and speak in a clear, polite and friendly manner

  13. Using Guest Name… • Obtain Guests name • Check Spelling – using phonetic alphabet • Use Guests name three times during conversation

  14. Phonetic Alphabet…

  15. EXAMPLES… MRS DONNAVAN D-O-N-N-A-V-A-N Delta, Oscar, November, November, Alpha, Van, Alfa, November Victor, India, Echo, Tango, November, Alfa, Mike VIETNAM ACTIVITY

  16. OTHER COMMON EXPRESSIONS USED ON THE PHONE… • May I ask who’s calling? • Mrs._________ is not in at the moment. • Do you know when he/she might return? • Could I have your name and number (or room number)? • How do you spell your name please? • What is the best time to return your call? • What is the best time to call Mr. ___________ • Can you ask them to call me back on my cell phone

  17. ANSWERS TO WORKSHEET • Goodmorning. Howmay I assist you? • Yes, I want to speak to your manager please.  • Please hold the line, I’ll connect you.  • I’m sorry sir, but Mr. Trump is out of the office at the moment. Can I takeaMessage? • Yes, I would like to make an appointment for Wednesday . • MayI ask who is calling? • Yes, I’m calling to find out what time theBreakfastbuffet closes. • Thankyou for calling Son Tra Resort. Your call is very important to us. However, all our lines are busy at the moment. Please wait for the next available operator. We will be with you in less than one minute. • Mr. Swanson is not available at the moment can I have your numberso that he can return your call. • I’m sorry, you must have the wrongnumber.

  18. THANK YOU FOR CALLING, HAVE A GREAT DAY!

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