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….!!!