Communication Unit 6 - Using the Telephone

INTRODUCTION

As far as the nature of telephonic activity in hotel industry is concerned it has to be thoroughly professional or formal. There may be times when hotel staff may have to talk on the telephone with the guest, some staff may spend the majority of the day on phone booking rooms, taking order for services or reservation for meals at a restaurant.

CALL FLOW

The following flow chart describes the nature of telephone activity in the industry:

Importance of telephonic skills

Telephonic skills need to be developed because of some inevitable reasons:
1. They are essential in enabling the employee to develop a customer calling or ‘customer first’ attitude.
2. To develop the service effectively & consistently.
3. To learn telephonic etiquettes.
4. To handle customers on phone effectively.
5. To handle difficult customer (such as rude, aggressive or angry) over the phone.
6. To handle customers proficiently.
7. To retain customers by diffusing customer conflict quickly & efficiently.

The whole service industry is increasing its use of the telephone as it is the quickest & most convenient way of establishing customer contacts.
Therefore, it is essential that all employees represent their organisation in a professionals & friendly way.
Clear & effectively communication is essential to ensure that the business is not lost.
If the staff is not trained properly on telephone skills, they will lose the company business.
Importance of telephonic skills
As it is a universally proven fact – “you will never get a second chance to make a first impression”.
Any employee working in the hotel or any other organisation is the face of that organisation and needs to develop the following, effective telephone skills to be confident or totally proficient in their use of phone.

1. Use the 4 answering courtesies -
a) Greet the caller.
b) State your organisation
c) Introduce yourself
d) Offer your help.
i.e. “Good Evening, The Lalit Delhi, Sakshi speaking. How may I help you?”
Importance of telephonic skills
2. Show enthusiasm when you answer
a) Help make the caller feel welcomed
b) A tired voice lacking in enthusiasm is very unappealing and reflects on the professionalism of your organisation.
c) Use friendly phrases as part of your greeting

3. Remember the smile as you pick up the receivers as it can be heard over the phone too.

4. Closing the conversation at courteous closing includes:
a) Thanking the caller for his call and time
b) Let the caller know you appreciate his/ her business.
c) Provide assurance that any promises made will be fulfilled.
d) Leave the caller with a positive feeling.
Eg. – Thank you for your order
“I am glad we were able to help”
“If you have any further questions in future please feel free to call.”
[NOTE: Let the caller hang up first. This is a simple, courtesy
and it gives the caller a final chance to add something]
Steps in putting the customer on hold
1. Ask him if you can put him on hold.
2. Tell him/ her how long they will be on hold.
3. Assure him/ her that you will be working for him while he is on hold (specify what you will be doing away from the phone)
4. Wait for their response.
5. When you get back to him thank him for being on hold.

Transferring a call

Tell the caller what you can do for him/ her. (Avoid laughing). Help the caller by giving the name of the correct person in the dept.
Own the contact (or complaint), give the caller your name, dept. This is especially necessary for telephone transfers. In case the caller gets disconnected or transformed in the wrong dept. he/ she will have the necessary info to contact the appropriate person.
To save yourself from repeating the info, ask if he has a pen or a paper ready to note slower the info.
Inform the next employee about the tasks done and the upcoming tasks too.

QUALITIES TO TRANSMIT OVER THE 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.
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 - In answering the phone

1. Turn away from your computer, desk or other work.
2. Have pens, pencils and notepaper handy.
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?"

Telephone Etiquette - In the course of the conversation:

1.  Focus your entire attention on the caller.
2.  Enunciate/articulate clearly. Speak distinctly.
3.  Use Plain English and avoid unnecessary jargon and acronyms.
4.  Use action specific words and directions.
5.  Use the caller's name during the conversation.
6.  Always speak calmly and choose your words naturally.

Telephone Etiquette – Making use of listening skills

Focus your full attention on the caller and the conversation.
Listen "between" the words.
Use reflective/active listening to clarify and check for understanding.
 If there is a problem, project a tone that is concerned, empathetic, and apologetic.
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.

LEAPS
 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.

Telephone Etiquette – In transferring calls

Transfer ONLY when necessary; get the information yourself.
If you must transfer, avoid the use of the word "transfer." Say instead: "I am going to connect you with".
Explain why you are "transferring" the call.
Give the caller the person's name and direct number
Stay on the line and introduce the caller.
Telephone Etiquette – In taking messages
Identify yourself and for whom you are answering the phone.
Practice political sensitivity.
Indicate the period of time the person will be unavailable.
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.
Read back what you've written to be sure you've understood the message correctly.
Always assure the person that you will deliver the message promptly.
Deliver the message in a timely fashion.

NEVER:
1. Eat, drink or chew gum while on the phone.
2. Leave an open line:
a. Place the caller on hold
b. Check back with the caller frequently: every 30-45 seconds.

ALWAYS:
Put a smile in your telephone voice and let your personality shine!