M Mahbub Ulil Albab Khusnul Khotimah Nofi Juliyanti
M. Mahbub Ulil Albab Khusnul Khotimah Nofi Juliyanti 12420043 13420138
What is a professional way to answer the phone? Opening • Greeting (Good morning or Good evening) • Property name • Your name • Department (if necessary) • Polite question (How may I help you? ) Closing • A sincere “Thank you for calling. ” • An offer to be of assistance in the future. Thank you again for calling, Mr. Joaquin. If there is anything else you need, don’t hesitate to call. We appreciate your business. • Let caller hang up first.
Bad and Good Practices Bad Practices Good Practices Just start a conversation with only “Hello” or “Department Name” or “Hotel’s Name” Start with greeting and then follow the procedure we discussed at the beginning. Avoid taking responsibility in the way like “I am not working in HR department”. If you are not the person whom caller need then transfer to the appropriate person. Requesting to hold down as because you don’t find you pen or pad You should always keep your Pen, pad or pencil. Being silent while talking for a long time. Must make some noises like “Hmm”, “Ok”, “Yes”, “I Understand” etc. Use plain language. Use some Magic words like “Certainly”, “You are right”, “I do understand”, “Thank you” etc Taking wrong or incomplete message Pay deep attention while talking message and then repeat and be sure you have taken proper message. Don’t take follow up While transferring any call or message be careful to take follow ups. Give personal information about guest You can’t share guest information or room number to any unknown person. You should only transfer a call or take message on behalf of him
Answering Telephone DO-s ü Answer the telephone promptly within three rings ü Say the name of the hotel, your name and appropriate greetings ü Always have pen and paper in hand to make the records ü Listen carefully, pay close attention to the details being expressed by the caller ü Make the callers feel that they have your undivided attention, mention the name of the caller, if possible ü If you have to ask the caller to hold, explain, why. Wait for the callers agreement before putting him/her on hold ü If you say that you call back do it as soon as possible, tell the caller the approximate time you can do it. ü Repeat back in any details and follow up in writing (if necessary). ü Close the conversation politely. Always say "thank you for calling". ü Never give wrong information, if you don't know the answer, transfer the caller to the right person.
Answering Telephone DON'T-s ü Let the telephone ring more than three times ü Answer the phone with "hello" or "yes". ü Ask the caller to hold on while you scramble for pen and paper ü Say "hold on" and leave the caller wondering if he/she is still being attended ü Forget to call back ü Say you cannot help and not offer the caller to someone who can. ü Say "he hasn't come in yet" or "she hasn't come back from lunch yet" or "he/she is in the toilet". People don't want to know the reason and are given a wrong impression. ü Hang up without thanking the caller for calling ü Keep talking to another person while answering the phone ü Eating something while answering the phone.
What are some ways to make your voice sound more professional over the phone? Sit up straight in your chair. Speak clearly and politely. Do not rush the caller. Do not shout. Smile when answering the phone, and show concern and empathy when there is a problem. Speak with authority and not with a confused tone. Sound alert and ready to help. If you have a high voice, try lowering it slightly when answering the phone.
If you don’t know the answer to the caller’s question, what do you do? Ask the caller if he/she would like to hold on a minute while you find someone who knows the answer. Remember to give the caller the name and phone number of the person you will transfer the caller to, just in case he/she gets cut off. If you must call back with the answer, make sure you get the phone number and name of the caller, and follow up. It will make a big impression on the guest if you follow up, because people usually expect that they will have to call back.
What are some ideas to help with an angry caller? This is the same problem-solving technique we’ve seen with face-to-face situations. Apologize, empathize, offer assistance, respond and follow up. Telephone Doctor has the ASAP method: üApologize & Acknowledge the caller’s feelings. üSympathize & empathize: “I don’t blame you for being upset. That’s got to be very frustrating. ” üAccept responsibility: “Let me see how to help. My name is Mary, front desk agent, and I am speaking with … ? üPrepare to help: Start asking questions about the problem.
What do you do if you get three of more phone calls at the same time? It is annoying to hear phones ringing in the background. Answer the phones in the order the calls came in, and ask the callers if it is all right to put them on hold for a few minutes while you complete the first call. You may also ask the caller if you can transfer him/her to another person who is less busy. Always ask for permission; never say: “Hold on!” “I’ll transfer you!” “Just a minute!” (and send the person to another line or put him/her on hold).
THANK YOU
- Slides: 10