Designed and Developed By Poulome Nath

Presenting a professional image, both in person and on the telephone, is very critical in the Hospitality Industry.

Taking care of your customers over the telephone and making them feel well informed and appreciated is essential.

Telephone etiquette means :

Being respectful to the person you are talking with,

Showing consideration for the other person's limitations,

Allowing that person time to speak,

Communicating clearly and much, much more.

During a phone call, the followingaspects cannot be seen by the person , at the other end of the line:

Facial Expressions

Gestures

Eye Contact

Reaction to the conversation

Your voice must create a pleasant visual impression over the telephone.

Smile while talking

Choose your words carefully

Intonate your message

Control your pitch and rate of speech

While on the call, do not talk with your colleague beside you.Do not chew gum and talkDo not divert your attention here and thereNEVER SHOUT at your customerDo not frown and talkDo not use an intimidating toneNever let the customer feel that you are mocking him/her

PoliteUse a soft tone

Prepared Have all the relevant details (names, numbers, dates, etc)

to the Point Don’t beat around the bush

Perceptive Don’t waste people’s time by talking on irrelevant topics

cooPerative Provide the information needed, if you can’t help, find someone who can, or tell the caller you will call back with the information.

Follow these 5 Ps while on the phone:

Check the number carefully & then dial it correctly

Allow it to ring long enough to give the called person time to get to the phone

Don’t ask them to wait the moment that they answer

Identify yourself immediately. Don’t make them guess who is calling

Ask them if it’s convenient to talk now. Are you interrupting anything?

Talk loud enough directly into the phone to be heard -without shouting

If you have dialled a wrong number, apologise. Don’t just hang up

You are talking to a person now, not a machine. So speak accordingly

Observe courtesies like “Hello, Please, Thank you and Good bye”

Be an attentive listener(don’t do other jobs at the same time)

Don’t interrupt while the other person is speaking.

If they have to be put on hold, ask if you can call them back rather than keep them waiting indefinitely on the line

If they would like to wait on the line get back to them every 30 seconds to update them and give them another opportunity to be called back

Answer your phone promptly

Greet the caller pleasantly.Take messages for others clearly and politely.

If it is necessary to transfer the call, first TELL the caller that you are transferring the call and THEN do it

Let the caller be the one to end the call first

Remember to farewell the caller with, “Good bye” or something similar.

Hang up the phone gently

Answer your phone promptly

Greet the caller pleasantly.

Take messages for others clearly and politely.

If it is necessary to transfer the call, first TELL the caller that you are transferring the call and THEN do it

Let the caller be the one to end the call first

Remember to farewell the caller with, “Good bye” or something similar.

Hang up the phone gently

Your Outgoing Message:Keep your outgoing message on your device short yet polite

There should be no background music or other noise recorded

Look at it from the caller’s perspective:What would they need to know if you are not availableto talk to them?When would you be back?Who else could help them?

Check for messages immediately on your return

Return the call the same day; immediately if possible

Leaving Voice Mail Replies

Don’t ask to be called back if you are merely conveying a simple message that does not require discussion

Leave your FULL name and a short message clearly

If you need to leave your number, do so slowly and clearly.

Repeat it once

Do greet the caller politely or use your company standard greeting

Do wait for a pause in the conversation to tell them you are going to put them on hold

Explain the reason for putting them on hold

Tell them you will return to their call in a minute

Apologize for the inconvenience or thank the caller for holding when you return to the caller

Take the person's phone number and call them back if you will be more than 60 seconds away from the phone or you need to put them on hold again

Do use the caller's name frequently to add a personal connection to the caller

Don't interrupt the call to put them on hold

Don't leave them on hold for more than a minute

Don't put them on hold multiple times in one call

Don’t make them call you back; you call them back

Don't be rude no matter how mad a customer may be

Use the Mute button, to cough or sneeze, or to sip water.

It should be for a sec or 2

Don’t press the mute button, when the customer is abusing you.

There is static when you press the mute button, hence the customer will always know!

If you’re friendly, courteous and helpful, answering the phone should not present you with too many problems.

Go ahead and answer those calls and increase your business!

For training, contact: poulome.nath@englishseekho.info