1. Customer Service Corporate Training Professional Online Training Courses

2. Index If you need to return to the presentation you may click on any of the section headings – Phone Etiquette Phone – Appearance Appearance – Guest Interaction Guest – Front Desk Front – Review Review – Final Assessment Final

3. Customer Service Phone Etiquette Answering the phone – Phone should be answered by the third ring – Always have a pen and paper ready to take notes. – When answering all staff will state “ Good morning, you have reached the front desk at the Beverly Hills Hilton, my name is Suzy Smiles. How may help you today.” A smile can actually be perceived on the other end of a phone line.

4. Customer Service Phone Etiquette -Practice Click on symbol and repeat the answering phone conversation example given but insert your name and your hotel name while. Example, “ Good morning, you have reached the front desk at the __, my name is __. How may help you today?”

5. Customer Service Phone Etiquette -Practice Click on symbol and repeat the answering phone conversation example.

6. Customer Service Phone Etiquette Answering the phone Continued – Note the customers name and room number to be sure you properly address them when speaking to them. – If you can not help the customer immediate forward their issue to the supervisor. All customers are a priority

7. Customer Service Phone Etiquette Ending Phone Conversation – Ask the customer if they need anything else. – Repeat your name. – Remind them of the Hotel Name – Example, ”Ms. Vivian is there anything else I can help you with today.” Wait for response. “If you need any other assistance here at the Beverly Hills Hilton please ask for me Suzy Smiles. It has been my pleasure to serve you. Have a nice day. Good Bye

8. Customer Service Phone Etiquette - Practice Click on symbol and repeat the ending phone conversation example given but insert your name and your hotel name while. – Example, ”Ms. Vivian is there anything else I can help you with today.” Wait for response. “If you need any other assistance here at the __ please ask for me____. It has been my pleasure to serve you. Have a nice day. Good Bye”

9. Customer Service Phone Etiquette - Practice Click on symbol and repeat the ending phone conversation example.

10. Appearance Always look tidy including – shirt clean and tucked in, – name tag visible on the left side – appropriate black or brown shoes.

11. Perception If you are in the building regardless of break or shift end be courteous and help customers. – Remember if you are in view of a customer they assume you are on shift and working.

12. Guest Interaction Never (CSI) – Take personal Calls on cell phone or hotel phone – Smoke on premises: including the front door – Use Inappropriate language on premises

13. Guest Interaction REMEMBER ASAP – Always – Smile – And be – Polite

14. Front Desk Front Desk is the representation of the hotel – Customers notice the front desk personnel first First impressions are important Use the customers name and remember the ASAP rule Students will be required to role play Students will be expected to participate in group collaboration

15. Review What does CSI stand for What does ASAP stand for How should employees answer the phone? How should employees end a phone conversation?

16. Final Assessment Return to website for assesment