chapter 4 communicating on the telephone. learning outcomes describe the role and responsibilities...

Chapter 4

Communicating on the Telephone

Learning outcomes

Describe the role and responsibilities of the telephonist; Describe a range of telephone systems; Demonstrate how to use the telephone; Respond to incoming calls; Record requests and messages; Promote the venues services and facilities on the

telephone; Manage threatening and suspicious calls; and Make outgoing calls.

Who is the telephonist?

The telephonist is the person responsible for receiving, transferring and screening incoming calls.

Incoming calls may be from people external to the organisation (guests, supplies, staff, etc) or people within the organisation (guests, colleagues etc.).

All accommodation services staff require excellent telephone skills.

Toll Free Line

Telephone line whereby the venue pays the cost of the incoming calls (on that number/line)

Usually only available for calls outside the local area of the venue

Direct Dial Telephone

A telephone that allows the user to make calls directly to the required number without telephone operator assistance

What guests expect of the venues telephone system

Direct dial (IDD & STD) Message light Voice mail Facsimile Email Internet

When receiving incoming telephone calls…

Know how to use the telephone system in your workplace

Be prepared to accept calls (smile, etc) Respond to calls within 3 rings Speak distinctly and into the mouthpiece Concentrate on the what the caller is saying Follow enterprise procedures

Respond to external incoming calls

Greet the caller Identify the venue Identify yourself Offer assistance

Respond to internal incoming calls

Greet the caller Identify the department Identify yourself Offer assistance

Transferring a call

Requires you to connect an incoming call to another extension.

Before transferring a call, let the caller know what you are doing.

Placing a call on hold

Calls that need to be placed on hold usually have music or a recorded message to listen to.

Before placing a call on hold, ask the caller’s permission.

Return to the call within 30 seconds and provide an update on the status of their call.

Screening a call…

Means asking the caller who they are and why they are calling before you transfer them to the requested extension.

Taking a message

When recording a message, record:– Time of call– Date– Callers name and contact details– Name and room number or department for whom

the message is for– Actual message – Your name or initials

Taking a message

When you have recorded a message:– Repeat the details back to the caller– Deliver the message in a timely manner

Operator assisted calls

Calls that require the telephonist to connect the person placing the call with the person the caller wants to speak to

Emergency procedures

Types of emergency calls– Fire– Bombe threat– Illness or accident

Receiving a fires emergency call

Ask for the following information:– Exact location of the fire– Nature of the fire (what is burning)– Callers name and location– What action has been taken

Placing an emergency call to the fire department

If you need to call the fire department, give detailed information about the fire:– Name of the venue and the exact location in the

venue of the fire– Explain the nature of the fire– What action has been taken

Answer any additional questions you may receive and follow the instructions given by the fire department

Receiving a bomb threat

If you receive a bomb threat:– Remain calm– Don’t hang up– Take the call seriously– Question the caller (when, where, how, what, why)– Record the wording of the call– Don’t hang up (even if the caller does. The police

may be able to trace the call)

Receiving a bomb threat

After you have received the bomb threat, immediately:– Alert your supervisor– Call the police

Illness or accident

Both guests and staff ay fall sick or be injured. If you receive a call advising of illness or an accident:

– Remain calm– Determine the exact nature of the illness or the accident– Record the callers name and room number or department– Let the caller know what action you will take– Contact your supervisor– Contact emergency services where appropriate

Before making outgoing calls…

Be familiar with the equipment you are about to use

Prepare yourself (locate the number, have pen and paper ready, etc)

Put a smile on your face Think about what you are going to say Avoid doing anything else

When making outgoing calls

When someone answers the number you call:– Offer a salutation.– Say who you are and where you are from.– Ask to speak to the person you are calling.– When that person receives the call, clearly state the

reason for your call.

Expressions to avoid on the telephone

Yeah! G’day! He’s out What’s your name? What did you say your name was? Can you speak up? What? Hang on?

Expressions to avoid on the telephone

Transferring you. You wanna leave a message? What do you want? Thanks mate! Hang on a minnie!

Expressions to use on the telephone

Yes. Good morning/afternoon/evening. I’m sorry, he’s not available at the moment. Would you mind telling me your name please? Excuse me, could you say your name again

please? I’m sorry, I’m having difficulty hearing you.

Expressions to use on the telephone

I beg your pardon? Would you mind holding please? I’ll transfer you to her extension. Would you like to leave a message? How can I help you? Thank you for calling