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Communication & Telephone Handling

Communication & Telephone Handling . Communication. By the end of this session, you will be able to: Understand the effect of communication and First Impression Know the different types of communication Know the effect of body Language and its kinds.

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Communication & Telephone Handling

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  1. Communication & Telephone Handling

  2. Communication • By the end of this session, you will be able to: • Understand the effect of communication and First Impression • Know the different types of communication • Know the effect of body Language and its kinds. • Understand and enhance your Listening skills

  3. First Impression You don’t have a second chance to make a first impression All guests experience polite, efficient and modern communications

  4. Communication Word – Tone – Body language

  5. Word – Tone

  6. Ways of communication • Verbal communication • Non-Verbal communication • Written communication

  7. Listening Skills • When you listen • Types of Questions

  8. Listening Skills A good listener gives the speaker feedback while they are listening by: · • Keeping eye contact • Open body language • Nodding to show that they understand • Repeating the message back – paraphrasing • Asking questions to check they have understood Polite, efficient and modern communications

  9. Types of Questions • Open Questions • Closed Questions • Teaching Questions • Testing Questions

  10. Telephone Handling

  11. ohp 1 TELEPHONE SKILLS TRAINING • By the end of this session you will be able to : • State the importance of voice quality • State the roles of answering the phone • List down the roles of taking messages on the phone • List down the techniques of handling complaints on the phone • List the roles of referring a telephone call • List steps to follow when closing a phone call Polite, efficient and modern communications

  12. OHP 2 • A CALLER WILL MEASURE THE • QUALITY OF THE ORGANIZATION • OR HOTEL BY : • The number of rings it takes to get an answer. • The quality of voice they hear Polite, efficient and modern communications

  13. OHP 3 THE QUALITY OF VOICE The voice you project is determined by the following factors; all of which could be controlled ENERGY The energy in your voice reflects your attitude and enthusiasm. RATE OF SPEECH The normal rate is 125 to 130 words per minute. Speaking faster can create problems! PITCH Ideally, you should vary your tone and inflection Polite, efficient and modern communications

  14. Telephone Techniques Every Call A Good Call

  15. OHP 4 THE BASIC WAYS FOR ADDRESSING A CALLER ALWAYS ADDRESS THE CALLER BY Mr……, Mrs……, Miss……, Sir and Madam REMEMBER Use the Family Name with Mr, Mrs and Miss! Addressing a woman is more confusing! Polite, efficient and modern communications

  16. OHP 5 STANDARDS FOR ANSWERING THE TELEPHONE Good Morning / afternoon / Evening (hotel name) ……. is speaking How may I help you? • Good Morning / afternoon / Evening • (Department name) ……. is speaking How may I help you (mention Guest Name)? Polite, efficient and modern communications

  17. OHP 5 Standards of Putting the caller on hold • Before placing a caller on hold, permission is asked and a response is obtained. • If a caller is placed on hold, the caller should be contacted every 30 seconds, offering the caller the choice of remaining on hold, leaving a message or receiving a call back. • A caller is never connected to voice mail unless they have agreed. All voice mail messages must include an option to return to the operator. Polite, efficient and modern communications

  18. OHP 11 TRANSFERRING A PHONE CALL • Advise caller that you will transfer his call to… • Advise caller of the reason for the transfer • Ask permission to put the caller on hold • Announce the caller to the other party and summarise to him the caller’s request Polite, efficient and modern communications

  19. OHP 7 WRITING A MESSAGE “Components”? • Date • Time of receiving the message • Name of caller • Company name of caller • Phone number of caller • Message contents • Best time to call back • Receiver’s signature • Repeat the message for confirmation Polite, efficient and modern communications

  20. OHP 10 HANDLING COMPLAINTS ON THE PHONE • Listen to the caller without interruption • Write down the complaint • Summarise back to the caller • Apologise to the caller • Advise caller of your actions • Follow up Polite, efficient and modern communications

  21. OHP 12 CLOSING A CONVERSATION ON THE PHONE • Thank the customer for calling • Advise him of your actions (don’t leave him in the dark ) • Ask the customer if there is anything else that you can do for him • Leave the customer with a positive feeling • Let the customer hang up before you do. Polite, efficient and modern communications

  22. Any Questions?

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