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Telephone courtesy for hospitality industry: Share by Saeful Anwar

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An easy way to Understand Telephone courtesy By Saeful Anwar TELEPHONE COURTESY Copied
What are the most common ways we communicate? Visual Images Body LanguageWritten Word Spoken Word
Its not just what you say… but how you say it! Face to Face Body Language 55% Words 7% Tone of Voice 38% Voice Conversation ToneofVoice 86% Words 14%
Basic Telephone Etiquette
GREETING “ Good Morning” DEPARTMENT/SECTION “ Housekeeping” OUR NAME (first name) “ Andri Speaking” OFFERING HELP “ How may I help you ?” CALL STRUCTURE
GREET THE CALLER A greeting should always be the entry point of phone conversation. It indicates your friendliness, openness and your willingness to provide quality service
GIVE YOUR NAME This basic act of courtesy, lets the caller know that he or she has reached the correct person, department or company.
ASK THE CUSTOMER IF YOU CAN HELP Saying “how may I help you?” completes the telephone answering etiquette by demonstrating that you and your company are ready and are available to assist the customer with his or her needs. It pays to write down the customer’s name and use it regularly in your conversation.
* Answer the call within Three Rings * Greet the caller * Give your name * Ask the customer if you can help Remember … * Mention your Department Or Section / Company
THE BODY OF THE CALL 1. Validate a Customer 2. Hold & Mute Procedure 3. Transfer a call
ACTIVE LISTENING Give the caller your undivided attention Actively Listen to the caller for both the content as well as the intent. Avoid distractions
LET THEM HEAR YOU’RE LISTENING
Verbal feedback is a variety of short responses that lets the caller know that you’re listening and paying attention Verbal feedback responses include expressions like, “All Right”, “ I Understand”, “ Of course”, “ Certainly” etc. VERBAL FEEDBACK
How can we improve our listening & facilitation skills? PARAPHRASINGPARAPHRASING Restating what another has said in your own words SUMMARIZINGSUMMARIZING Pulling together the main points of a speaker QUESTIONINGQUESTIONING Asking relevant questions to help in better way and reduce errors
BARRIERS TO CONCENTRATION External Internal The mind has a habit of wandering
PRACTICE TO AVOID Avoid interrupting the customer. When you interrupt, it shows you do not care. Avoid speaking too fast, too slow and Avoid mumbling.
MESSAGES IN COMMUNICATION What You Want To Say What You Really Say What The Other Person Hears What The Other Person Thinks Is Heard What The Other Person Says About What You Said What You Think The Other Person Said About What You Said
Barriers To Communication Inattention Excessive Information Language Perception Poor Listening Skill
EVERY CALL IS ‘NOTE- WORTHY'
Making notes is recommended. The human memory is not perfect Written notes give you a record of the customer’s name and message including correct spellings and accurate contact information NOTES
PHRASEOLO GY SOME PROFESSIONAL WORDS Yes Sir, that’s right Sir Very well Sir, Certainly Sir Very well Sir, Certainly Sir Kindly hold on Sir, Let me check it for you Sir. If the call is for you, Who am I speaking to please OR Who’s calling please? If the call is for another person, Who shall I say is calling? OR Who shall I say called? Let me check and find out. SOME CASUAL WORDS Ya OK Sure One Sec Just a minute Who’s speaking??? I’ve no idea!
HOLD AND MUTE PROCEDURE WHY IS THIS IMPORTANT ? If incorrectly used, it could lead to being rude, unprofessional and also affect the quality of the call.
HOLD - Caller is aware of being on hold & will hear music MUTE - Caller will not hear anything, line will go blank & he/she may not be aware of being on hold HOLD AND MUTE PROCEDURES
MUTE PROCEDURES Should only be used if the hold time is less or equal to 30 sec. For a short query when resource is close at hand. Clearing your throat, coughing or sneezing.
Ask the customers if you may put them on hold Because it is an inconvenience to your customers to be put on hold, you should always ask permission before putting them on hold. Does anybody know I’m here Have I been forgotten Why is this taking so long Should I hang up #*%*# * Remember you don’t like to wait either. PERMISSION TO PUT ON HOLD
WAIT FOR A RESPONSE “Can you hold---”click is a situation so common that customers might be surprised to see you waiting for a response. The second part of putting someone on hold is to wait for a positive response from the customer’s side. As soon as the customer agrees to hold, say “Thank You” before clicking the hold button.
TELL THE CUSTOMERS - ‘WHY’’ Most customers are very patient if they are politely informed as to why they must hold. They find it easier and comfortable to wait on hold if they have a mental picture of what’s the service associate doing while away from the phone. Be sure the information is pertinent.
GIVE A TIME FRAME Short (up to 60 seconds) - This will take a few moments Long (1-3 minutes) - This could take me 2 or 3 minutes to sort out. Would you like to hold or do you want me to call you back? Eternity (over 3 minutes) - Ask for a number to call him/ her back.
THANK THE CUSTOMER FOR HOLDING Saying “ Thank You for your patience ” is very basic,good and common courtesy. This action nicely rounds off the on-hold sequence and acknowledges the caller’s understanding and patience.
TO SUMMARIZE… Ask the customers if you may put them on hold Wait for a response Tell the customers ‘Why’’ Give a time frame Thank the customer for holding
TRANSFERRING A CALL Sometimes you will not be able to solve the problem on the spot. Often you will need more information, or the call may have to be handled by another person.
Explain why the call is being transferred Ask if the customer minds being transferred Ensure someone is there to pick up the call before hanging up Tell the person to whom the call is getting transferred, the customer’s name and purpose of call
EXPLAIN CO-WORKER’S ABSENCE POSITIVELY Customers rarely want to hear gruesome details as to why the person they’re trying to reach is unavailable. Likewise your co-workers will not like their private lives discussed with customers. Use.. Mr. Yusuf isn’t available at the moment / Mr. Wandi just stepped out / Ms. Nikita is in a meeting, May I help you?
TELEPHONE COURTESY Never be rude to a caller, no matter how nasty they are. Always remember to handle yourself in a professional manner. Use the ASAP technique: A:-Apologize and Acknowledge the callers feelings S: Don't Sympathize with the caller.Empathize A: Accept responsibility P: Prepare to Help.
HANDLING SWEARERS Making the caller aware of what he is saying will halt the swearing. For example “Sir, I can handle your problem, but I am not able to handle the swearing. I request that you stop.”
ENDING THE CALL
KEY ACTIONS FOR ENDING THE CALL Ask the caller if you can do anything else for him/her. Thank the customer for calling and appreciate his effort and time. Let the caller hang up first. Write down any relevant information as soon as you get off the phone.
CLOSING THE CALL... Effective phrases for closing You are welcome Sir/Madam We appreciate your calling Thank You for calling Please call again Have a nice day. Acknowledge the details with thanks… and a
Thank You Hope you success

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Telephone courtesy for hospitality industry: Share by Saeful Anwar

  • 1. An easy way to Understand Telephone courtesy By Saeful Anwar TELEPHONE COURTESY Copied
  • 2. What are the most common ways we communicate? Visual Images Body LanguageWritten Word Spoken Word
  • 3. Its not just what you say… but how you say it! Face to Face Body Language 55% Words 7% Tone of Voice 38% Voice Conversation ToneofVoice 86% Words 14%
  • 5. GREETING “ Good Morning” DEPARTMENT/SECTION “ Housekeeping” OUR NAME (first name) “ Andri Speaking” OFFERING HELP “ How may I help you ?” CALL STRUCTURE
  • 6. GREET THE CALLER A greeting should always be the entry point of phone conversation. It indicates your friendliness, openness and your willingness to provide quality service
  • 7. GIVE YOUR NAME This basic act of courtesy, lets the caller know that he or she has reached the correct person, department or company.
  • 8. ASK THE CUSTOMER IF YOU CAN HELP Saying “how may I help you?” completes the telephone answering etiquette by demonstrating that you and your company are ready and are available to assist the customer with his or her needs. It pays to write down the customer’s name and use it regularly in your conversation.
  • 9. * Answer the call within Three Rings * Greet the caller * Give your name * Ask the customer if you can help Remember … * Mention your Department Or Section / Company
  • 10. THE BODY OF THE CALL 1. Validate a Customer 2. Hold & Mute Procedure 3. Transfer a call
  • 11. ACTIVE LISTENING Give the caller your undivided attention Actively Listen to the caller for both the content as well as the intent. Avoid distractions
  • 12. LET THEM HEAR YOU’RE LISTENING
  • 13. Verbal feedback is a variety of short responses that lets the caller know that you’re listening and paying attention Verbal feedback responses include expressions like, “All Right”, “ I Understand”, “ Of course”, “ Certainly” etc. VERBAL FEEDBACK
  • 14. How can we improve our listening & facilitation skills? PARAPHRASINGPARAPHRASING Restating what another has said in your own words SUMMARIZINGSUMMARIZING Pulling together the main points of a speaker QUESTIONINGQUESTIONING Asking relevant questions to help in better way and reduce errors
  • 16. PRACTICE TO AVOID Avoid interrupting the customer. When you interrupt, it shows you do not care. Avoid speaking too fast, too slow and Avoid mumbling.
  • 17. MESSAGES IN COMMUNICATION What You Want To Say What You Really Say What The Other Person Hears What The Other Person Thinks Is Heard What The Other Person Says About What You Said What You Think The Other Person Said About What You Said
  • 18.
  • 19. Barriers To Communication Inattention Excessive Information Language Perception Poor Listening Skill
  • 20. EVERY CALL IS ‘NOTE- WORTHY'
  • 21. Making notes is recommended. The human memory is not perfect Written notes give you a record of the customer’s name and message including correct spellings and accurate contact information NOTES
  • 22. PHRASEOLO GY SOME PROFESSIONAL WORDS Yes Sir, that’s right Sir Very well Sir, Certainly Sir Very well Sir, Certainly Sir Kindly hold on Sir, Let me check it for you Sir. If the call is for you, Who am I speaking to please OR Who’s calling please? If the call is for another person, Who shall I say is calling? OR Who shall I say called? Let me check and find out. SOME CASUAL WORDS Ya OK Sure One Sec Just a minute Who’s speaking??? I’ve no idea!
  • 23. HOLD AND MUTE PROCEDURE WHY IS THIS IMPORTANT ? If incorrectly used, it could lead to being rude, unprofessional and also affect the quality of the call.
  • 24. HOLD - Caller is aware of being on hold & will hear music MUTE - Caller will not hear anything, line will go blank & he/she may not be aware of being on hold HOLD AND MUTE PROCEDURES
  • 25. MUTE PROCEDURES Should only be used if the hold time is less or equal to 30 sec. For a short query when resource is close at hand. Clearing your throat, coughing or sneezing.
  • 26. Ask the customers if you may put them on hold Because it is an inconvenience to your customers to be put on hold, you should always ask permission before putting them on hold. Does anybody know I’m here Have I been forgotten Why is this taking so long Should I hang up #*%*# * Remember you don’t like to wait either. PERMISSION TO PUT ON HOLD
  • 27. WAIT FOR A RESPONSE “Can you hold---”click is a situation so common that customers might be surprised to see you waiting for a response. The second part of putting someone on hold is to wait for a positive response from the customer’s side. As soon as the customer agrees to hold, say “Thank You” before clicking the hold button.
  • 28. TELL THE CUSTOMERS - ‘WHY’’ Most customers are very patient if they are politely informed as to why they must hold. They find it easier and comfortable to wait on hold if they have a mental picture of what’s the service associate doing while away from the phone. Be sure the information is pertinent.
  • 29. GIVE A TIME FRAME Short (up to 60 seconds) - This will take a few moments Long (1-3 minutes) - This could take me 2 or 3 minutes to sort out. Would you like to hold or do you want me to call you back? Eternity (over 3 minutes) - Ask for a number to call him/ her back.
  • 30. THANK THE CUSTOMER FOR HOLDING Saying “ Thank You for your patience ” is very basic,good and common courtesy. This action nicely rounds off the on-hold sequence and acknowledges the caller’s understanding and patience.
  • 31. TO SUMMARIZE… Ask the customers if you may put them on hold Wait for a response Tell the customers ‘Why’’ Give a time frame Thank the customer for holding
  • 32. TRANSFERRING A CALL Sometimes you will not be able to solve the problem on the spot. Often you will need more information, or the call may have to be handled by another person.
  • 33. Explain why the call is being transferred Ask if the customer minds being transferred Ensure someone is there to pick up the call before hanging up Tell the person to whom the call is getting transferred, the customer’s name and purpose of call
  • 34. EXPLAIN CO-WORKER’S ABSENCE POSITIVELY Customers rarely want to hear gruesome details as to why the person they’re trying to reach is unavailable. Likewise your co-workers will not like their private lives discussed with customers. Use.. Mr. Yusuf isn’t available at the moment / Mr. Wandi just stepped out / Ms. Nikita is in a meeting, May I help you?
  • 35. TELEPHONE COURTESY Never be rude to a caller, no matter how nasty they are. Always remember to handle yourself in a professional manner. Use the ASAP technique: A:-Apologize and Acknowledge the callers feelings S: Don't Sympathize with the caller.Empathize A: Accept responsibility P: Prepare to Help.
  • 36. HANDLING SWEARERS Making the caller aware of what he is saying will halt the swearing. For example “Sir, I can handle your problem, but I am not able to handle the swearing. I request that you stop.”
  • 38. KEY ACTIONS FOR ENDING THE CALL Ask the caller if you can do anything else for him/her. Thank the customer for calling and appreciate his effort and time. Let the caller hang up first. Write down any relevant information as soon as you get off the phone.
  • 39. CLOSING THE CALL... Effective phrases for closing You are welcome Sir/Madam We appreciate your calling Thank You for calling Please call again Have a nice day. Acknowledge the details with thanks… and a
  • 40. Thank You Hope you success