Using The Telephone

QUALITIES TO TRANSMIT BY TELEPHONE

FRIENDLINESS - Your voice will carry your attitude over the phone.

CONFIDENCE -  Prepare yourself. This will enable you to speak with confidence. Know your property. Know how to analyze your status data quickly.

INTELLIGENCE - Remember that you are talking with individuals from different backgrounds

and levels of education. Meet your caller on his level.

CLARITY -  It is embarrassing for the listener to ask you to repeat a statement.

CREATIVENESS - If the opportunity avails itself, help solve problems. Use your expertise to offer alternatives he may not have thought of.

ENTHUSIASM - Find out the positive points about your property and concentrate on them.

INTEGRITY - Be honest, If you do not know, admit it & offer to find out. Do not mislead your prospect.

TACTFULNESS - Be tactful in any situation. Try to convince the guest without hurting his feelings.

PRIDE - Take pride in your company and your work. Let the pride reflect in your voice and your speech. Pride generates enthusiasm. Your pride in the hotel will instill interest & confidence in the mind of the caller.

USE OF TELEPHONE BY FRONT OFFICE STAFF

1. The telephone is to be used for reception business. If you want to make a private call, use the private call box in the lobby. If somebody telephones you personally (not on business), keep your conversation as brief as possible and offer to telephone back from the call box when you are free. Unless you do this, you may keep waiting a potential guest who wants to make a booking.

2. When the telephone rings answer it immediately. The call should be attended within three rings. If you are attending to a guest at that time, first answer the phone, excuse yourself. Do not let the telephone ring without answering it. Although it may at times be irritating the telephone should always come before any desk work, but should not take precedence over the guest at the counter with whom you were dealing before the telephone rang.

3. Do not keep the caller waiting for a long time before attending to him.

A caller on the telephone should never be left longer than 45 seconds without somebody picking up the telephone and telling him again “I am sorry to keep you waiting."

4. Answer the telephone by saying, “RECEPTION (inf. or reservation) GOOD MORNING (good afternoon or good evening), MAY I HELP YOU? Do not answer "Hello".

5. Speak clearly. Pronounce the words carefully. The caller may find it more difficult to understand you on the telephone than if you speak to him at the counter.

6. Be brief and to the point, but not abrupt. Remember that telephone time costs money and that the switchboard operator may be holding another call for you.

7. Be polite, friendly and helpful. On the telephone only your voice can indicate the welcome we want every potential guest to receive. Do not interrupt the caller while he is talking. You must never sound short, sharp, irritated and impatient.

8. Be accurate in what you say. The guest wants to have confidence in you. Do not ‘THINK’ or ‘SUPPOSE’ if you do not know the answer; find out and call back.

9. Be courteous in explaining the hotel rules. Do not use the phrase “You have to”, “I suggest” or “would you mind” is preferable. Never argue with the guest, the guest is always right. If you can not deal with a certain problem, inform the seniors in the department, so that they can deal with it.

10. Take the correct name and contact number of the caller. This information will help you if you have telephone the caller back.

11. Finally, Always remember that you represent the hotel or the organisation you are working for when you pick-up a telephone call at work. Caller does not see you or your hotel, so your voice alone has to help the caller become and remain a satisfied customer.

Telephone Etiquette: Thirty-Six Tips

Before you answer be prepared (this includes knowing how to use the phone/system features):

1. Turn away from your computer, desk or other work.

2. Have pens, pencils and notepaper handy.

In answering the phone:

3. Answer calls promptly, by the second or third ring.

4. Smile as you pick up the phone.

5. Assume your "telephone" voice, controlling your volume and speed.

6. Project a tone that is enthusiastic, natural, attentive and respectful.

7. Greet the caller and identify yourself and your company/department/unit.

8. Ask, "To whom am I speaking?"

9. Ask, "How may I help you?"

In the course of the conversation:

10. Focus your entire attention on the caller.

11. Enunciate/articulate clearly. Speak distinctly.

12. Use Plain English and avoid unnecessary jargon and acronyms.

13. Use action specific words and directions.

14. Use the caller's name during the conversation.

15. Always speak calmly and choose your words naturally.

16. Use all of your listening skills:

a. Focus your full attention on the caller and the conversation.

b. Listen "between" the words.

c. Use reflective/active listening to clarify and check for understanding.

17. If there is a problem, project a tone that is concerned, empathetic, and apologetic.

18. Avoid the Five Forbidden Phrases.

a. "I don't know"

Instead, say: "That is a good question; let me find out for you" or offer to connect the caller with someone who could provide the answer.

If a call involves some research, assure the person that you will call back by a specific time.

If you do not have an answer by the deadline, call back to say, “I don’t have an answer yet, but I’m still researching it.” There is no excuse for not returning calls.

b. "I/we can't do that."

Instead say: "This is what I/we can do."

c. "You'll have to"

Instead say: "You will need to" or "I need you to" or “Here’s how we can help you.”

d. "Just a second"

Instead: Give a more honest estimate of how long it will take you and/or let them know what you are doing.

e. "No."

Instead: Find a way to state the situation positively.

19. Use "LEAPS" with the emotional caller to vent.

L Listen; allow the caller to vent.

E Empathize; acknowledge the person's feelings

A Apologize when appropriate, even if the problem is not your fault, you can say, "I am really sorry this has happened" and mean it.

P (Be) Positive

S Solve; suggest/generate solutions that you can both agree on and/or ask what you can do to help and, if reasonable, do it! If not, find a compromise.

In concluding the call:

20. End the conversation with agreement on what is to happen next; if you are to follow-up, do so immediately.

21. Thank the caller for calling; invite the caller to call again.

In transferring calls:

22. Transfer ONLY when necessary; get the information yourself.

23. If you must transfer, avoid the use of the word "transfer." Say instead: "I am going to connect you with".

24. Explain why you are "transferring" the call.

25. Give the caller the person's name and direct number

26. Stay on the line and introduce the caller.

In taking messages:

27. Identify yourself and for whom you are answering the phone.

28. Practice political sensitivity.

29. Indicate the period of time the person will be unavailable.

30. Write down all the important information given:

a. The name of the caller. Ask for spelling if unclear.

b. The (correct) telephone number of the caller.

c. The message. Ask for clarification if necessary.

31. Read back what you've written to be sure you've understood the message correctly.

32. Always assure the person that you will deliver the message promptly.

33. Deliver the message in a timely fashion.

NEVER:

34. Eat, drink or chew gum while on the phone.

35. Leave an open line:

a. Place the caller on hold

b. Check back with the caller frequently: every 30-45 seconds.

ALWAYS:

36. Put a smile in your telephone voice and let your personality shine!

The Complaint Call

Complaint callers who are irate are really saying, "I rate." They have bought into society's "the squeaky

wheel gets the grease" mentality. When that happens, try the EAR method:

E mpathize with the caller.

A pologize and acknowledge the problem.

Accept R esponsibility. (You'll do something.)

Empathize with the caller. This is different from sympathy, where you take on someone else's problem.

Try to understand how the person is feeling.

Apologize and acknowledge the problem. You don't have to agree with the caller, but express regret that there is a problem. People want to be heard, and no one's complaint is trivial.

Each deserves prompt handling, so do not deal with it in a trivial manner.

Accept responsibility. Make sure something is done. Take it upon yourself to DO something.

Many times, that's all that people want: the reassurance that something will be done. People want to be helped. They want to know that you care.

Use these phrases to get that sentiment across: "How can I help you?" "What can I do for you?" "I'll make sure this message/information gets to the right person."

The acceptance of responsibility may be as simple as forwarding the call to the appropriate individual or sending the caller more information.

If you do forward the caller to someone else on your staff, follow up with that person to make sure the caller was taken care of.

If you get an irate caller, or even one who is calm, cool, and collected, here are some more methods to handle complaint calls:

First, don't overreact, especially if the caller starts using "trigger" words or phrases, such as: "I want to talk to someone who knows something." Most people respond by getting defensive when their "hot-button words" are pressed.

Remember, a positive attitude is the most important asset you have.

Second, listen completely to the complaint. Allow the caller the opportunity to vent some frustration.

When you listen, don't try to apply logic to the situation. Many people are beyond logic if they are angry, so accept the feelings being expressed. Avoid argument and criticism.

Third, do not blame anyone -- the caller, yourself, or someone on your staff -- even if you know who is to blame for a problem. This information should not be shared with the caller.

Fourth, paraphrase the caller's comments, and ask questions if you do not understand the information being presented to you. Restate the problem as you understand it.

Fifth, offer solutions and, if appropriate, offer alternatives. Providing alternatives empowers callers. It gives callers a feeling that they were not dictated to and that they were part of the solution.

Finally, confirm the solution with the caller. Make sure the caller agrees with what has been decided.

Of course, not everyone will be happy, no matter what you do. These people will not be content; they just like being grumpy. Usually, these are the people who want to talk to the person "above you." If that is what it takes to lessen their anger, then do so. By the time they have been transferred to a supervisor, they usually have become calmer and less demanding. It seems that they just needed to vent their anger at someone: you. Just remember that most people are not that way and keep a firm grip on that positive attitude of yours.

How do people answer the phone in different parts of the world?

In Spain they say "Get on with it!"

In Italy they say "Ready!"

In the Czech Republic they say "Ahoy!"

In Japan they say "Mushi-mushi!"

In New Zealand they ask "Are you there?"

In Hong Kong they say "Waay!"

In the Netherlands they say "With..."

In Finland they state their full name

Ways to answer the Phone!

"Hi."

"Hola!"

"Hey wassup ?"

"You have reached the residence of ___________, but no one is here right now... so please leave a...."

"Thank you, please pull around."

"Do-do-do- I'm sorry, you call cannot be completed as dialed!"

"Burp!"

"Talk to I!"

"911 Emergency!"

"Pizza Hut, may I take your order?"