2 L7 1/03/2011 Review L6 (10’) Unit plan & assessment (5’) Communicate activity (15’)Basic telephone expressions(20’)Introduction of Communication on the telephone (10’)Steps of taking a call (20’)Telephone tools (10’)RecapRemember to bring the book: TR to H
3 Review Inter-department communication Ways of communication Communication is made up of…homework?
4 Unit planBy the end of this unit, you’re able to…
6 Communication Go through Then in same groups using the word communication, come up with anything relating to telephone skills using each letter of the wordEg. C – speak clearlyO – Open QuestionsM – Do not mumble Go through answers and advice will be discussing further.10mins, group work
7 Communication M- do not be absent minded U- undulating tones/fully understandN- state the name of your establishment/your nameI –accurate informationC-listen carefully/concise/clear/common languageA- active/ good attitudeT- answer in three rings/two-way/tactI – avoid interruptedO- reflect on timeN- take notes
8 Basic telephone expressions Group work, 5’Scenarios:1. you try to find Rosalie working in the F&B department in Grand Sun Hotel by calling, to discuss the shopping appointment, she is in a meeting which could finish in 20 minutes, it’s better for you to tell her by your own.2. you try to talk to the Financial Manager to discuss an urgent affair, someone else answers the phone, and she helps you to get him.3. you invite the assistant manager to come to your wedding, but she is on a business trip, you decide to leave a message.
9 一、要找的人不在 a: Good morning, this is Carol. May I speak to miss chen? b: yes, one moment please. I’ll get her for you. a: thank you. b: I’m sorry, she’s not at her room right now. a: oh, I’ll call her again.二、自我介绍时，请注意： 1. “hello”等于是中文的“喂”，随时随地可用。但在职业用语中不用。 2.打电话先行自我介绍是一种礼貌。电话中最常用" this is~"的形态而不是 "here is~"或"i am~",这是打电话需要注意的。 3. “ may I speak to~”也可以换成是 “can I speak to~”请~听电话。
10 三、抱歉这么晚打来的说法：1. I’m sorry to call you so late.对不起这么晚打电话来。2. I hope I didn’t catch you at a bad time.抱歉这种时候找你。（含有希望没有打扰到你的意思）3. I hope I didn’t wake you up so early.我希望这么早没有吵到你。4. I’m sorry to call you so early.对不起这么早打电话来5. I’m sorry to bother you at this hour.很抱歉在这时打扰你。四、有急事时的表达方法：1. It’s urgent. Could I have her mobilephone number?2. Could you tell me where I can reach her?3. This is an emergency. I need to get in contact with him right now.
11 五、对方不在的说法：1. It’s nothing important.没什么重要事。2. It’s nothing urgent. Thank you ,good-bye.没什么要紧事，谢谢您，再见。3. I’ll call her again.我会再打给她。4. I’ll call back later.我稍后会再打来。5. Please ask Miss Chen to call me back.请陈小姐给我回电话。6. Could you tell her to call Carol as soon as possible?能不能请她尽快打电话给卡洛？7. Ask her to call Carol at home after seven, please.麻烦她在七点后打电话到卡洛家。8. Can I leave a message?我可以留言吗？9. Please have her return my call.请她回电话给我。10. Could you ask him to call me back?可以请他给我回电话吗？11. Please tell her Carol called.请告诉她卡洛找她。12. Let me call back later again. Thank you.我稍后再打电话来。谢谢你。13. Please tell him to phone 请他给 回电话。
12 六、电话答录机This is a recording. I’m not at home now. Please leave a message after the beep. Thank you.这是电话答录机。我现在不在家，请在"哔"的一声之后开始留言。谢谢！七、打错电话1. I’m sorry I have the wrong number.2. Is this ?3. Sorry to have bothered you.4. I’m sorry. I think I must have dialed the wrong number.5. Could I check the number? Is it八、听不清楚 1. Sorry, I didn’t catch you.对不起，我听不懂你说的。 2. Sorry, I didn’t understand. 抱歉，我听不懂 3. Sorry, I didn’t get what you said. 对不起，我没听懂你说的话。 4. I can’t hear you very well. 我听不太清楚。 5. I can barely hear you. 我几乎听不到你说的 6. I’m having trouble hearing you. 我听不清楚 7. We have a bad connection. 通讯效果不太好 8. I can’t catch what you are saying. 我听不太清楚你说的话。
13 --May I speak to Mr. Gates? (请问 Gates 先生在吗?) 九、打电话的人找的是你自己--Is Daisy there? (Daisy 在吗?)--Speaking. 我就是。This is she/he. 我就是。You're speaking/talking to her/him. 你正在跟她说话.This is Daisy. 我就是 Daisy。That's me. 我就是。十、打电话的人要找的人不在--May I speak to Mr. Gates? (请问 Gates 先生在吗?)--He's not here right now.He's out.He‘s in a meeting right now.You’ve just missed him.He‘s just stepped out. 他刚好出去了。问对方是否要留言--He's out on his lunch break right now. Would you like to leave a message?He's not available right now. Can I take a message?
14 Telephone calls may take place in a range of different contexts, including: officereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers.
15 incoming calls handling complaints taking messages making calls In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs. Enterprises also design their own standard policies and procedures for a range of telephone uses, including:incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls
16 Communication on the Telephone Why do you think it is so important staff are trained properly to answer the telephone?“Moments of Truth”Any opportunity for a customer/guest, to make a judgment about the standard of service provided by an establishment.Is communication on the telephone a moment of truth?Workbook p.15
17 How an establishment can be judged over the phone How an establishment can be judged over the phone? And get students to list some they can think of.For example:Number of rings before the call is answeredTone of voice used by the staff member…….Words used by the staff memberClarity/conciseness of the information provided by the staff memberPoliteness/ patience/ logical sequence of the sayingcorrect & warm & polite greetingProduct knowledgeProfessionalism/ efficiency / accuracy / manner on the phoneWater
19 It’s time to turn an inquiry into a booking, but how? Think about: what are the common types of inquiries made over the phone in hospitality?Such as: Food & Beverage inquiry……Bed / breakfast / recreation / entertainment inquiryIt’s time to turn an inquiry into a booking, but how?To be better than your competitors in everything that you offer – including telephone customer service. If you do not get it right, your potential customer will probably go elsewhere.
20 How can we do to ensure that we offer excellent telephone communication? Workbook P.1610minRemember, it’s a moment of truth and there is no second chance to make a fist impression!
21 Steps to taking a call (incoming calls) 1.Incoming calls should be answered after the third and before the fourth ring. (usually before the third ring)Preparation during the three rings: STOP what you doing and FOCUS on the call; Sit upright and be ALERT; SMILE2.Greeting: time of day, company name (if internal incoming calls, department/section of the enterprise), introduce yourself.“Good morning, Hunan International Business Vocational College, This is Oscar”3.Offer assistance“How may I help you Ms Smith”4.Transfer /Complete the call//5. Record the message & Confirm details6.Thank the guest7.Follow upWorkbook P.18
23 Training Situations: 5min to prepare, group work 1. a person calls to find a guest living in your hotel, transfer the phone.2. a person calls to book a suite for their wedding anniversary, write down the details.3. a person calls to ask the location of your hotel.5min to prepare, group work
24 Telephone toolsBefore working with a telephone, what tools do we must prepare?Pen and paper for taking message (message pads and pens)List of extension numbers(分机号)List of regularly called numbersA list of people likely to be called by staff and customers in our organisationDescriptions of products and servicesSpecial offersAny other related information(见下页PPT) that a caller may request.
27 Summary Unit plan & assessment Basic telephone expressions Moment of truthHow to offer excellent telephone communicationSteps of taking a callTelephone tools
28 L8-9 2/03/2011 Review L7 (10’) Telephone etiquette (10’) Special circumstances(10’)Case study(20’)Mobile phone etiquette (20’)Complaints on telephone <SOP> (5’)Threatening or suspicious calls (5’)Telephone quiz activity(15’)Recap(5’)
29 Review Moment of truth How to offer excellent telephone communication Steps of taking a call (two Sts to show us an example)Telephone tools
30 Telephone etiquette 1. Answer the call within three rings 2. Record messages legibly(清楚)!3. Using the caller’s name when known4. When the caller’s name is not known, using appropriate forms of address(sir or madam)5. Transferring calls promptly6. Thank the caller for calling7. Allowing the caller to disconnect the line first. Never hang up on a customer first, as they may have more that they wish to discuss!8. Do not use slang, colloquialisms or jargon9. Give your total attention (Stop anything else you are doing)
31 Special circumstance1. Another phone rings when you are responding to one incoming calls, how to deal with it?First, answer the second call and apologize to the first call, then ask the second caller wait a moment, finish the first call tactfully as soon as possible, but remember no hurry / do not hasten(催促).2. If there are questions you don’t know, what should you do?it’s impolite to say “I don’t know” “you ask other people” “no” “it can’t be done” etc, you’d better to look carefully or transfer the call the right department / person or we say we will find out.
32 3. What should you do if you get an wrong number call? Explain carefully/friendly/politely even the caller impolite.4. What should you do if you meet emergency such as fire alarm?Tell the F/O manager and other relevant departments, then follow the order to take action.
33 Case study Case --- Paint a picture (TR to H p.229) In this example, we want the student to think closely about how important it is to communicate clearly on the telephone. The problems exhibited include:1.Sharing too much information with the caller! Staffing issues should never be shared with guests, and the telephonist should have taken apologised for the problems encountered when calling earlier
34 2.Lack of information. If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service!)3.Lack of sales training. The telephonist clearly had not been trained in how to sell, and in fact was quite happy to lose the sale just because they were busy.
35 Preferred approach:1.Apologise for problems when calling earlier in the week2.Explained that they were unable to deal with the issue now however take a number to call them back at a convenient time3.Take down address/ details and offer to send information based on what the caller was looking for4.Ensure all staff are fully trained!
36 Mobile Phone Etiquette Debate: advantage and disadvantage of mobile phone5mins to prepare, 5mins to debateDid you experience any complaints about your / others’ using the mobile phone?Discuss the etiquette/Decide the etiquetteWorkbook P.20-21Sts explain in group (G1-p.21, G2-p.22 the first 5 points, G3-p.22 the second 5 points)
37 Complaints on the telephone Complaint call handling skills:Discuss留下客人的详细信息，记录好客人投诉的事情原由，告诉请等你了解一下情况，及时给他回复过去。
39 Steps for telephone complaint resolution: 1.Establish the issueWe are able to resolveIf not, thank the caller for bringing the problem to our attention, let the caller know who the right person is, why and then transfer them to that person,2.Acknowledge the issueIf we are able to resolve the situation, we should express concern and apologize on behalf of the organisation. Don’t blame or pass the buck.
40 Look for win-win situation 3.Indicate what action will be takenWe only can offer what we are authorised to offer, so we may need to refer the problem to someone with greater authority and inform the caller of this. We may do this immediately or have to call the customer back.4.Do what we say we are going to doWhether it is referring the complaint to our supervisor, sending a gift voucher or giving a refund, do it immediately.5.Follow upMake sure that what was offered was followed through.Look for win-win situation
46 L9 2/03/2011 Transferring Calls (30’) Placing a call on hold (30’) Assessment sheet explain (20’)Recap & Assessment arrangement (10’)This Friday: Role play A & B (5*16=90’) do ‘C’ next Wed.Knowledge test (30’ if time permits, otherwise next Monday)
47 Transferring Calls(Remind them there will be assessment on this procedure)Most calls received at the main switchboard are transferred through to an extension in the establishment.How to transfer?Follow the standard procedure for responding to incoming callsAscertain who the call is forLet the caller know you are going to transfer themThank the caller for calling and promptly transfer the call to the appropriate extensionwhy
48 If the extension is engaged, let the caller know this and offer three options: --would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again laterAfter transferring, after 5 rings, the telephonist should:-- I’m sorry, nobody answer the telephone, would you like to leave a message?
49 Example 1 :Workbook P.23 -Good morning, Dragon hotel, This is Debra -Yes Debra, this is Sally Jones here-How can I help you Ms Jones?-I would like to make a reservation please.-Would that be for accommodation or the restaurant Ms Jones?Accommodation please.Certainly, I am transferring you to reservations now. Thank you for calling.
50 Example 2--Good morning, Sheraton Grand hotel. This is Sunny. How may I help you?--I would like to enquire about booking a romantic weekend, please.--Certainly, sir. One of our reservations staff will be able to help you with our packages. I will transfer you now. Thank you for calling.If the line is busy:--I am sorry sir, Reservations are engaged at the moment. Would you like to hold, or cane I ask them to call you back?
51 Example 3-- Good afternoon, Stokehouse Restaurant. This is Jacob. How may I help you?--Good afternoon, I would like to speak with your accounts payable department.--Certainly, sir. I’ll transfer you now. Thank you for calling.If the line is busy:--I’m sorry sir, that line is busy. Would you like to hold, or may I take a message for you?If the call reverts back to the switchboard:--I’m sorry sir, our accountant Mr Sullivan is not in his office at the moment. May I take a message for you?
53 Case study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人。他每次到杭州，肯定入住这家饭店，并且每次都会提出一些建议。可以说，毛先生是一位既忠实友好又苛刻挑剔的客人。某天早晨8点，再次入住的毛先生打电话到总机，询问同公司的王总住在几号房。总机李小姐接到电话后，请毛先生稍等，然后在电脑上进行查询。查到王总住在901房间，而且并未要求电话免打扰服务，便对毛先生说“我帮您转过去”，说完就把电话转到了901房间。此时901房间的王先生因昨晚旅途劳累还在休息，接到电话就抱怨下属毛先生不该这么早吵醒他，并为此很生气。
55 Training—transferring calls Miss Jenny wants to speak to the guest Robert Smith, actually, the name should be Rabert Smith, when getting through, nobody in the room answers.Sophia wants to book an air ticket, but the line is busy.David wants to get information about wedding feast, but the line is engaged, David decided to call again later.
56 Placing a call on hold (Assessment on this procedure) It’s most important before placing a call on hold that you ask permission from the callerWhere possible give an explanation for having to place the caller on hold.Workbook P.24
57 If the caller replies that they do not mind holding then you need to: Example 1:- “Good afternoon, Box Hill International, This is Debra”-“ Yes Debra, this is Sally Jones here”- “How can I help you Ms Jones?”- “Could you put me through to Mary in the restaurant please?”- “Unfortunately her extension is busy, would you mind holding?”Do not under any circumstances place the caller on hold until they have responded with a yes.If the caller replies that they do not mind holding then you need to: Place the call on hold Get back to the caller within 30 seconds and provide an update on the status of their call. (Attending to Calls on Hold)
58 Attending to Calls on Hold Calls on hold should be monitored at short intervals, usually every 30’’, WHY?to ensure the caller wishes to continue waiting.By monitoring the call, the caller is reassured that they have not been forgotten.Most switchboard have a facility that reverts the call automatically back to the telephonist if the call has been on hold for 30’’.Always thank the caller for holding. If the caller does not wish to continue holding, offer to take a message / have someone return their call.
59 When the line becomes available and you are able to connect the caller, thank the caller for waiting. And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call.Example:- “Thank you for holding Ms Jones, I am transferring you through to Mary in the Restaurant now.”
60 Allow the caller to choose and wait for a response. Example 2-……- Thank you for holding***,the restaurant extension/line is still busy, do you wish to continue holding? / would you like me to take a message for you? / would you like to speak to someone else?Allow the caller to choose and wait for a response.If the caller replies that they don’t wish to hold then you need to: Ask if there is anyone else they would like to speak with Offer to connect them to someone else in the department Ask if you can take a message for them
61 Example 3--Good afternoon, Hilton Grand hotel. This is Mark. Would you mind holding, please?--Certainly/OK/Not at all--Thank you.If we know we will have a caller on hold for any length of time, return to them every 30 seconds.-- I’m sorry to have kept you waiting. Thank you for holding. Someone will be with you in a moment.
62 If we repeat this a number of times, the caller will think we are a recorded message or won’t believe us anymore, and we risk losing their confidence. When we can get back to the caller:--“I’m sorry to have kept you waiting. How may I help you?” / do you wish to continue holding? / would you like me to take a message for you? / would you like to speak to someone else?If the line is available:-- “Thank you for holding Ms Jones, I am transferring you through to Mary in the Restaurant now.”
63 Training1. you are be busy with 4 calls at the moment, and another call is coming, the caller wants you to put him through to Function.2.Mr Jack calls to Mary works in the restaurant, Mary is in a meeting, and the meeting will finish in 5 minutes, Mr Jack is willing to hold.3. Stevin works in Grampian Adventure Service, he has a urgent thing to talk to the S＆M manager, the manager is talking to the General manager, we don’t know how long it will take, Stevin wishes to hold, but after 2mins, he prefer to talk with the Asisstant manager.
64 L /03/2011Assessment Role play A & B3-5’ for each St.
65 L11 7/03/2011 Conclusion about telephone skills (15’) Warm up (5’)Review L8/9/10 (5’)Taking a message (25’)Making a call (25’)Role play task C & D_ explain “confirm the reservation of room / breakfast / supper/ lunch” (10’)Conclusion about telephone skills (15’)Wake up call service (if time permits)Recap:Tue. Knowledge test & Role play task CWed. _Role play task D
66 Are you happy?BEIJING - Only 6 percent of Chinese people see themselves as happy, despite the government's efforts to improve the population's sense of happiness, a survey showed on Wednesday.The proportion was in stark contrast to Denmark, which topped another recent poll. There, 82 percent described themselves as happy in a sampling carried out by Gallup World Poll. That poll ranked China 125th in a table of worldwide happiness.
67 Do not underestimate the importance of accurate message recording! Taking a MessageWhen a message should be taken for the caller?when answering the phone that the person who is required to respond to the call is unavailable.Messages accurately recorded and promptly relayedDo not underestimate the importance of accurate message recording!Read workbook P.26 5min
68 List information required to take when taking a message. 3minsThe caller’s name & room number (if he is an in-house guest), date & time of the call, the name & room number of the people required, specific information, urgent? Call back/ return the call?
73 Workbook P.27 “other ways of recording a message” When taking a message:1.write in a clear and legible manner2.establish who the message is for3.record all relevant details4.repeat all the details back to the caller5.tell the caller what action will be taken6.pass on the message in a timely mannerCheck the spelling of any namesCheck all numbers recordedRepeat all details back to the callerWorkbook P.27 “other ways of recording a message”
74 Example: Allow the caller to hang up first. --…… -- Mr. O’Flaherty, I will repeat the message back. This message is for Mrs O’Flaherty. “please call Mr O’Flaherty on before 2 pm”-- Mr. O’Flaherty, I will pass the message on to Mrs O’Flaherty as soon as possible. Is there anything else we can do for you?--thank you for calling. Goodbye.Allow the caller to hang up first.
75 Practise for the assessment Explain the marking sheetSts prepare blank message slipsWork in pairs3mins
76 Scenarios:1. a caller - Jack left a message to his friend Carlson who works in the Housekeeping department. Jack invited Carlson to have dinner tonight, 6 o’clock, at Red Forest restaurant.2. Mr. Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party, 7:30pm, Wilson Grand Hotel.3. Mrs Charlie wanted his friend Jerry to call at 6 pm, she will pick her up at the hotel entrance to see a movie. Jerry lives in room 1809.
77 Making a CallMaking outgoing calls is just as important as being able to accept incoming calls Same rules apply: courtesy, preparation, concentrating and speaking clearly.When we make outgoing calls?We call suppliers to place orderscustomers to confirm bookingsto respond to customers’ messagemake sales calls, calls to employees, calls seeking information, calls to colleagues in other departments……TR to H p243
78 When making outgoing calls, what should be prepared? 1. Paper and pen2. The correct number3. Any relevant documentation or product information that may be required (Have all information you require to speak to the person you are calling)4. The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)5. Be pleasant and professional at all times(you are representing the establishment)6. Avoiding talking with others, eating, chewing gum, or anything else that may take your concentration away from your call(distracting).7. whether you are returning a call, confirming a booking or making an enquiry, it is usually appropriate to do so during normal business hours.
79 How to making the call?Once you are prepared for the call, dial the required number, when the call is answered:1.offer a salutation/a greeting2.announce who you are and where you are from3.ask to speak to the person you are calling4.when that person responds to the call, clearly state the reason why you are calling.Workbook p.28
80 Example 1:You are calling a guest to confirm their reservation details.--Good morning, my name is Oscar and I am from the Sheraton Hotel, could/may I speak with Mrs Blake?When Mrs Blake is on the line……-- Mrs Blake, this is Debra from the Sheraton Hotel and I am calling to confirm your reservation details for this weekend.
81 Making an external call to a tour operator for a customer: Example 2Making an external call to a tour operator for a customer:-- Good morning, Sam, this is Scott from Cable Beach Resort. I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island. Could you please tell me how frequently the tours depart, at what time, where they leave from and what time they return?--Do you have seats available for Thursday? How much is it per person? Does that include lunch? How can the guests pay for that?--Thanks for your help, Sam. I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking. Goodbye.
82 Example 3Making a booking for a customer on an interstate train:--Good afternoon, Sue, this is Alec from the Hotel Enterprize. I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night. Can I make a reservation for Mr and Mrs Fraser, please?--They would like seats by the window, please, as they have never been on an interstate train before. They are both a little bit nervous so can you make a note for someone to seat them, please?--Thanks, Sue.
83 Training1. a customer called to complain about the leakage of the shower head(喷头) last night . You need to call back.2.a supplier called to ask you the details of a linen(布草) order, such as the number, the quality, the price, the delivery etc., you call back to him.3.you call to ask what are the health requirements for taking an introductory(介绍的,开端的,引导的) scuba dive(潜水)?4.you call to make a reservation for a customer on a day tour.
84 Telephone role play assessment sheets explained Task D Explain will be making a call to guest to confirm their reservation details for a bed and breakfast booking they have made for a date. They have also requested a restaurant booking you will need to confirm booking time and number of people.Will need to bring along the assessment sheets, pen and paper for making their call and any made up info required for the call.
85 Things you will need to confirm that I will be looking for are: (Write on the board) Arrival and departure dateNumber of paxRoom type bookedRateBed and breakfastPaying by credit cardRestaurant booking confirmed for date and time, number of pax
91 L12 8/03/2011 Role play task C (60’) Wed. - task D Knowledge test (30’)Role play task C (60’)Wed. - task D
92 L /03/2011Task C& D role playReceive and Process Reservations
93 FO Oral English前厅部常用口语 Reservation预订早上好/下午好/晚上好，预订部，有什么可以帮到您的吗？Good morning / afternoon / evening, reservation, how may I help you?请问您要哪一天的房间？For which date, please?您想订哪种类型的房间？What kind of room would you prefer?我查查客房预订情况。Let me check the room availability.请问要几间房？How may rooms, please?我们的房价是XXXX元。Our room rate is RMBXXXX.请问贵姓？May I have your name, Please?请问您什么时间到店？What time will you be arriving at our hotel?
94 很抱歉，先生。因为是旺季，所以没有折扣。 我们将为您保留到下午六点。We will hold your room until 6pm.很抱歉，先生。因为是旺季，所以没有折扣。I am sorry, sir. This is the best rate we can offer during the peak season.Check In办理入住Exchanging Money外币兑换Check Out结帐Concierge礼宾部Guest Service Center宾客服务中心