TELEPHONE COURTESY

YOUR MOST POWERFUL TOOL..

Pace
Volume
Clarity
Tone
Smile
 ANSWER THE CALL …
WITH A SMILE ON YOUR FACE
 STANDARD PROCEDURE
1. Answer the phone within 3 rings
2. Your body posture should be straight
3. Always identify yourself
4. Explain and get permission from the caller
when you have to put on hold
5. Get permission before you transfer and
make sure that call is answered
 STANDARD PROCEDURE
6. Let the caller feel your sweet smiling voice
7. Whenever you are engaged and gave to
answer a call, please excuse first to the
person you are dealing with
8. Always use the caller’s name
9. Always hang up only after the caller did
10. Always use the magic words
 MAGIC WORDS
Certainly That’s great Thank you You’re welcome

Brilliant Straight away Wonderful Fantastic

It’s my pleasure I’m pleased … Absolutely Please

I will find out for Thank you for Is there

Of course you calling anything else I
can help with?

It’s no trouble Rest assured You can be It’s been good

certain that… to speak to you
ESTABLISHING RAPPORT
 TAKING MESSAGE
• Message for…
• Name and title of caller
• Company name
• Telephone number
• Time and date of call
• Message
• Action required
• Name/initials of person taking the message
• Repeat the message back
 TELEPHONE WORDINGS
• Answering the call – Operator (handling outside
calls)
“Good …. Hotel Name, this is Budi how may I assist
you ?

• Answering the call – Telephone with Display

“Good …. Mr/s…., (Department’s Name), this is Rani
how may I assist you ?

• Answering the call – Telephone without Display

“Good …., (Department’s Name), this is Dedi how
may I assist you ?
 TELEPHONE WORDINGS
• Transferring a call
“Certainly Mr/s…., I will connect you now “ OR
“With pleasure Mr/s…., connecting you now “

– Let the caller know that the line is already connected

“Mr/s …., go ahead please”
– If the line is busy
“Mr/s.…, the line is busy. May I place you on hold or would
you like to leave a message?”
– If there is no answer
“There is no answer, Mr/s …. Would you like to leave a
message?”
 TELEPHONE WORDINGS
• Holding the line
“Mr/s…., may I place you on hold for just a moment?…”

• Returning to the call

“Thank you for waiting Mr/s….., How May I assist you?…”

• To tell the caller that the person he wants to talk to is not

in the office/around
“ I’m sorry Mr/s…., Mr. X is not in the office at the moment.
May I take a message or perhaps I can assist you?”
 Wake Up Call

1. Wake up call have to deliver on the requested time

2. Wake up call succeded when the response from the guest has received
(guest said thank you or ok)
3. Please offer second wake up call
4. If the system provided, please record all the wake up call process
Handling Complaint

• Listen

• Identifying

• Solution

• Take action

• Emphathy

• Notify