2OBJECTIVES… By the end of this session you will learn…. Common expressions used when talking on the telephone.How to use the International Phonetic Alphabet.
3HANDLING RESERVATIONS OVER THE PHONE… When receiving calls it is not the correct phone manner nor is it professional to mention any of the following;HelloWho is it?Who?What?Hang on / hold on.What do you want?He’s busySpeak up. I can’t hear youI’ll tell him.What’s your problem?
4On the telephone what would you say instead of? HelloGood morning, thank you for callingSon Tra Resort, This is <First Name>How may I assist youWho is it?May I have your name please
5Who? What? Hang on/hold on May I know your name pleaseCan you repeat your name pleaseWhat?Can you please repeatHang on/hold onPlease hold on for one momentOne moment pleaseJust a moment please
6What do you wantHow may I help youHe’s/She’s busySorry Mr./Ms. _____ is not available at the moment would you like to leave any message.I am sorry Mr./Ms. is in a meeting, do you wish to give your number and we will call you back.
7Speak up I can’t hear you Would you please repeat that I didn’t hear what you saidI am sorry I can not hear you,the line is bad can you call me backI’ll tell himI’ll will leave the message with Mr. ______, thank you for calling
8PHRASES TO USE WHEN ANSWERING CALLS… OUTSIDE CALL <Greeting>, Thank you for calling Son Tra Resort, this is <Your Name> How may I assist you? INTERNAL CALL <Greeting> <Your Department> <Your Name>, How may I assist you.
9BEFORE CONNECTING THE CALLS ALWAYS ACKNOWLEDGE… SAY:“Please allow me to connect your call”“THANK YOU”“JUST A MOMENT PLEASE”
10IF EXTENSION DOES NOT ANSWER I AM SORRY THERE IS NO ANSWERDO YOU WISH TO LEAVE A MESSAGE
11IF EXTENSION IS BUSY… I AM SORRY THE LINE IS BUSY DO YOU WISH TO WAIT THE LINE IS BUSY, WOULD YOU LIKE TO LEAVE AMESSAGE OR WOULD YOU LIKE TO TRY AGAIN LATER.
12CORRECT PHONE MANNER… You should answer the telephone within 3 rings You should not keep the call on hold for more than 30 secondsYou must inform all callers of action being taken (holding, transferring, etc.)keep the background noise-freeYou should not disclose or transfer mobile phone numbers without permissionWe will answer calls with "time of the day, department,“This is name, how may I assist you?" and end with"Thank you for calling"Always smile, use positive expressions and speak in a clear, polite and friendly manner
13Using Guest Name… Obtain Guests name Check Spelling – using phonetic alphabetUse Guests name three times during conversation
14Phonetic Alphabet… Letter Word Pronunciation A ALFA AL FAH B BRAVO BRAH VOHCCHARLIECHAR LEE (or) SHAR LEEDDELTADELL TAHEECHOECK OHFFOXTROTFOKS TROTGGOLFHHOTELHOH TELLIINDIAIN DEE AHJJULIETTJEW LEE ETTKKILOKEY LOWLLIMALEE MAHMMIKENNOVEMBERNO VEM BER
15LetterWordPronunciationOOSCAROSS CAHPPAPAPAH PAHQQUEBECKEH BECKRROMEOROW ME OHSSUGARSHU GATTANGOTANG GOUUNIFORMYOU NEE FORM (or) OO NEE FORMVVICTORVIK TAHWWHISKEYWISS KEYXXRAYECKS RAYYYANKEEYANG KEYZZULUZOO LOO
17OTHER COMMON EXPRESSIONS USED ON THE PHONE… May I ask who’s calling?Mrs._________ is not in at the moment.Do you know when he/she might return?Could I have your name and number (or room number)?How do you spell your name please?What is the best time to return your call?What is the best time to call Mr. ___________Can you ask them to call me back on my cell phone
18ANSWERS TO WORKSHEET Good morning. How may I assist you? Yes, I want to speak to your manager please. Please hold the line, I’ll connect you. I’m sorry sir, but Mr. Trump is out of the office at the moment. Can I take a Message?Yes, I would like to make an appointment for Wednesday .May I ask who is calling?Yes, I’m calling to find out what time the Breakfast buffet closes.Thank you for calling Son Tra Resort. Your call is very important to us. However, all our lines are busy at the moment. Please wait for the next available operator. We will be with you in less than one minute.Mr. Swanson is not available at the moment can I have your number so that he can return your call.I’m sorry, you must have the wrong number.