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Chapter 8-2 Tel. Operator

The document outlines essential telephone courtesy techniques to ensure callers feel valued and respected. Key practices include smiling while speaking, using clear and proper language, answering promptly, and giving full attention to the caller. It emphasizes the importance of polite greetings, taking messages accurately, and ending calls with gratitude to leave a positive impression.

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4 views2 pages

Chapter 8-2 Tel. Operator

The document outlines essential telephone courtesy techniques to ensure callers feel valued and respected. Key practices include smiling while speaking, using clear and proper language, answering promptly, and giving full attention to the caller. It emphasizes the importance of polite greetings, taking messages accurately, and ending calls with gratitude to leave a positive impression.

Uploaded by

ahmedabdelrahmangalal3
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Telephone Courtesy

We try to make every caller feel important by being friendly, polite, and
professional on the phone. Use the following phone techniques to leave a good
impression with each caller.
Smile when you talk. A smile helps you sound more relaxed and pleasant.
Speak clearly into the receiver. Avoid slang, technical terms, or hospitality
words that callers may not understand.

Use proper grammar and diction. Avoid “yep,” “uh-huh,” and “OK.”
Instead, use “yes,” “certainly,” or “absolutely.”
Answer the phone within three rings. A phone that rings more than three times
gives a caller the impression that you don’t want to take the call.

Always tell the caller your name, the property’s name, and your department.
Your property may have a specific way for you to answer the phone. Ask your
supervisor or trainer for a copy of your department’s phone-answering script.

Give the caller a friendly greeting, such as “Good morning” or “Good


evening,” and ask how you may help him or her.

Give the caller your complete attention. Pretend he or she is standing right in
front of you.
Talk only to the person on the phone, not to anyone else around you.
If the call is for a manager, ask the caller if you may put him or her on hold.
Then get the manager immediately, or take a message if necessary.
If the caller is looking for a guest, ask a co-worker to help you locate the guest.
If you can’t find the guest within one or two minutes, take a message.

If a work-related call is for an employee, ask the caller if you may put him or
her on hold. Then get the employee.

If a personal call is for an employee, follow your property’s policy.


To take a message, write down the caller’s name, the time and date of the call,
the message, and your name as the message-taker in case there are any
questions.
Make sure the message is delivered
You will often be very busy when the phone rings. To make callers feel welcome,
catch your breath before picking up the phone. If you sound stressed or hurried,
the caller will also feel rushed.
Sometimes, to take care of a request, you will need to put callers on hold.
Providing good guest service means always asking callers if it is all right to put
them on hold. If a caller gives you permission, take care of the request quickly.
Thank the caller for waiting when you return to the line.
Always end each phone call with a sincere “Thank you for calling.” Offer
to be of assistance in the future, and let the caller hang up first. The end of your
call is your last chance to leave a good impression with a potential guest.

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