Telephone Etiquettes
and Proper Procedures

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.

Goal
 To provide excellent guest
service by answering guest
calls properly and
consistently.

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

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.

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.

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!”

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.

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.

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.

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.

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.

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.

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……..”

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.

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.

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

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.”

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.

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.

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.

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.

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.

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.

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.