Communication & Tele Handling

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


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


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


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!


STANDARDS FOR ANSWERING THE TELEPHONE

OHP 5

Good Morning / afternoon /

Evening

(hotel name)

……. is speaking

How may I help you?


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.


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


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


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


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.


Any Questions?

Hisham Mahmoud

Communication & Tele Handling

Documents

Transcript of Communication & Tele Handling