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Telephone Etiquettes2.ppt

  1. Telephone Etiquettes and Proper Procedures
  2. Objectives  To be able to learn steps in handling internal and external telephone calls.  To identify correct and incorrect telephone standards.  To learn the key skills of telephone etiquette.  To expand customer service expertise.  To learn security measures as part of customer services for guest comfort.
  3. Goal  To provide excellent guest service by answering guest calls properly and consistently.
  4. Agenda  Standard phraseology in answering phone calls.  Telephone etiquettes  Tips for creating a good image  Qualities of a good voice  Putting calls on hold / Call-waiting  Taking Messages  Transferring calls  Answering calls for others
  5. Why Is This Important?  A customer’s first impression of your practice is formed during their first few seconds of contact over the phone or in person.  More than 80% of your first-time customers call before coming into your hotel/business.  It is often said that human communication consists 93% body language… while only 7% of communication consists of words themselves.
  6. Why Is This Important?  Whether answering the phone or making phone calls, using the proper etiquette is a must in order to maintain a certain level of professionalism.  Proper etiquette leaves callers with a favorable impression of you, your department, and the practice in general.  Therefore, it is imperative to be at your best when answering the telephone.
  7. Standard Phraseologies  For external calls: “Ramada Manila Central welcomes your call, good morning/afternoon/evening!”  For internal calls: “Thank you for calling (department)! This is Clemente, how may I assist you?”  Proper exit greeting: “Thank you for calling (department)! Have a good day!”
  8. Telephone Etiquettes We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave’ on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated, and valuable at all times.
  9. Telephone Etiquettes  Answer each call within 3 rings.  Provide a proper greeting.  Introduce yourself (for internal call).  Full attention must be given to the caller.  Try not to make the call lengthy, make it short and be specific.  Recognize guest during long pauses and explain to the caller what you are doing.  End each call with a proper exit greeting.  Always have a pen and paper on hand.
  10. Tips for Creating a Good Image  Use basic phrases of courtesy – “May I help you?, Please, Thank you, You are welcome, One moment please, Certainly, No worries.”  Avoid slang – “uh huh, yeah, nope, dude, uhhmm, k, bye-bye for goodbye.”  Do not eat, drink, especially chew a gum.  Keep your promises.  Do not slam the phone or cut off abruptly.
  11. Tips for Creating a Good Image  Always smile while speaking. People “can hear a smile” over the phone!  Speak slowly and clearly.  Never make any unnecessary comments or expressions over the phone.  Let the caller feels that he/she’s being understood.
  12. Qualities of a Good Voice  Distinctness – Noticeably different. Strong and definite.  Pleasantness/warmth – Accommodating. Understanding.  Vitality – Lively or energetic quality.  Naturalness – Attentive with concern.  Expressiveness – “I’m sorry to hear that, let me find a way to help you with it, Mr. Medrano.”  Lower, mellow pitch – Very calm and relaxed.
  13. Putting Calls On Hold / Call Waiting  Put a caller on hold if you need more time to be able to assist the guest. Held calls must be answered every 30 seconds.  State the reason to the guest why you need to put him/her call on hold.  Thank the guest for waiting. “Thank you for patiently waiting Ms. Sydney, as per our records and thorough review……..”  If you cannot help a caller immediately, advise them that you’ll call them back. Do not forget to acquire the contact details of the caller.
  14. Putting Calls On Hold / Call Waiting  Never ever place the call on hold without notifying the guest or with his/her permission. “Mr. Gutierrez, please allow me to place your call on hold as I need to verify……..”
  15. Taking Messages  Having a pen and paper, and listing down notes are very vital in taking messages of your caller... Unless you have an internal drive inside your head with a minimum capacity of 128GB to remember every single information and instruction the guest has stated… Remember, a single wrong information that will be relayed will cause you a day full of complaints and stress.  Know the caller, and its complete contact details.
  16. Taking Messages  Get the full message, then confirm and recap everything.  Don’t forget to have the date and time listed.  Always confirm and verify first the name of the person the guest is trying to reach and talk to. To whom you will relay the messages afterwards.
  17. Transferring Calls  Explain the reason for the transfer. “Let me connect you with Ms. Manalo of our Reservations department to assist you with your….”  Do not transfer or cut the call while the guest is still speaking.  Know the transfer instructions for the telephone system so that you do not cut off your caller! 1. Hold the line 2. Dial the local line of the intended call recipient. 3. Press the transfer button
  18. Answering Calls for Others  Identify yourself and the company or person for whom you are answering and say, “Thank you for calling (department), how may I help you?”  Offer assistance in the absence of others – say, “She is not in today, perhaps I can be of assistance.”  Do not make commitments for others – say, “I’ll give him your message when he returns,…” rather than – “ he will call you as soon as he returns.”
  19. Answering Calls for Others  Take accurate, legible messages with time, date, reason for call, urgency, company represented, if any, the best time to reach them and all other pertinent information.  Proper procedure of Taking Messages will apply.
  20. Remembers…  If the caller has reached the wrong person/department, be courteous. Sometimes they have been transferred multiple times with a simple question. If possible, attempt to find out where they should call/to whom they should speak, and provide a direct number. They will greatly appreciate it.  Before picking up the receiver, discontinue any other conversation or activity such as eating, typing, etc., that may be heard by the calling party.
  21. Remembers…  Forgetting or mispronouncing the caller’s name, after they have provided it will put the prospect or customer off side immediately. So be attentive. Make sure you jot down the caller’s name (how to pronounce it phonetically).  It’s not what you say, it’s how you say it.  For impatient callers, try to remain diplomatic and polite. Getting angry will only make them angrier.  Try to think like the caller. Their problems and concerns are important.
  22. Remembers…  If a caller doesn’t understand what you said, you have not communicated with them properly.  To prevent misunderstandings, listen closely to what you say.  Company lines/local lines aren’t for your personal call. Prioritize guest’s calls.  Never assume.
  23. Words and Phrases That Keep Callers Cool  Good afternoon! I’m sorry to keep you waiting.  Please. It was nice talking to you.  Thank you. Is there anything else that I may assist you with?  You’re welcome. I’d be happy to do that for you.  May I help you? I appreciate your concern/comments/suggestions.
  24. Most Frequent Caller Complaints 1. “The telephone rings for a long time before it is answered.”  Try to answer calls within 3 rings. Callers become frustrated when they feel that their call is not important to you. 2. “The line is busy for hours it seems.”  Try to keep calls short. Do not stay on the line longer than it is absolutely necessary.
  25. Most Frequent Caller Complaints 3. “ They let me talk on and on only to realize that they are not the person I should be talking to.”  Politely interrupt the person if you are unable to help them. Don’t waste your time (and theirs) by listening to a long story and then transferring them. 4. “Sometimes they disconnect me while transferrin my call.”  Be careful when transferring a call. Sometimes accidents happen… Be mindful especially during high volume times.