1. Talking on the Phone

2. Answering the phone Good Telephone Procedures
—Answer promptly (3 rings or less)
—Speak in a pleasant tone
—Identify yourself
—Listen actively without interrupting

3. How to answer the phone Don’t say Do say “Hello”
“Hotel Los Manantiales”
Do say
“Good morning, Hotel Los Manantiales this is Kyle speaking, how can I help you?”

4. Using the phone Know how to use the phones Speak clearly and slowly
Smile (you can hear it in your voice!)
State your name and organization
Write down the caller’s name and use it
Don’t say rude things while someone’s on hold
If they’re explaining something use words to show
you’re listening (umm, yes …)
Have pad and pencil ready to take notes or messages
(check spelling and message content)
Don’t eat or drink while on the phone

5. Do’s and Don’ts Don’t say “Hold on a minute”
Do say “Are you able to hold?”
Don't say “I can’t help you with that.”
Do say “Let me find someone to help you with that”
Never say “I don’t know”, try these instead
“I’ll find out for you”
“I need to check on that and get back to you”
“I’ll need to look that up, when is a good time to get back to you?”

6. Complaints Most frequent caller complaints
— Rings for a long time before answering
— Placed me on hold, sometimes it seems for hours
— Will not give me their full name
— If I called the wrong department they give me no
suggestions of who I should contact
— They answer with an aggravated voice
— Tells me to wait without putting me on hold while I
listen to their small talk