Post on 08-Aug-2018
8/22/2019 Using the Telephone.pdf
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By the end of this session you willlearn.
Common expressions used whentalking on the telephone.
How to use the InternationalPhonetic Alphabet.
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When receiving calls it is not the correct phone mannernor is it professional to mention any of the following;
Hello
Who is it? Who? What? Hang on / hold on. What do you want?
Hes busy Speak up. I cant hear you Ill tell him. Whats your problem?
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Hello
Good morning, thank you for calling
Emeralda Resort, This is How may I assist you
Who is it?
May I have your name please
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Who?
May I know your name please
Can you repeat your name please
What?
Can you please repeat
Hang on/hold on
Please hold on for one moment One moment please
Just a moment please
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What do you want
How may I help you
Hes/Shes busy
Sorry Mr./Ms. _____ is not available at themoment would you like to leave any
message.
I am sorry Mr./Ms. is in a meeting, do youwish to give your number and we will call
you back.
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Speak up I cant hear you Would you please repeat that I didnt
hear what you said
I am sorry I can not hear you,
the line is bad can you call me back
Ill tell him Ill will leave the message with Mr. ______,
thank you for calling
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OUTSIDE CALL
, Thank you for calling Emeralda
Resort, this is How may I assist you?
INTERNAL CALL
,
How may I assist you.
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SAY: Please allow me to connect your call
THANK YOU
JUST A MOMENT PLEASE
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I AM SORRY THERE IS NO ANSWER
DO YOU WISH TO LEAVE A MESSAGE
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I AM SORRY THE LINE IS BUSY DO YOU WISH TO WAIT
THE LINE IS BUSY, WOULD YOU LIKE TO LEAVE A
MESSAGE OR WOULD YOU LIKE TO TRY AGAIN LATER.
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You should answer the telephone within 3 rings
You should not keep the call on hold for more than 30 seconds
You must inform all callers of action being taken (holding,
transferring, etc.) keep the background noise-free
You should not disclose or transfer mobile phone numberswithout permission
We will answer calls with "time of the day, department,
This is name
, how may I assist you?" and end with "Thank you for calling"
Always smile, use positive expressions and speak in a clear,polite and friendly manner
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Obtain Guests name
Check Spellingusing phoneticalphabet
Use Guests name three times duringconversation
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Letter Word PronunciationA ALFA AL FAHB BRAVO BRAH VOHC CHARLIE CHAR LEE (or) SHAR LEED DELTA DELL TAHE ECHO ECK OHF FOXTROT FOKS TROTG GOLF GOLFH HOTEL HOH TELLI
INDIA
IN DEE AH
J JULIETT JEW LEE ETTK KILO KEY LOWL LIMA LEE MAHM MIKE MIKEN NOVEMBER NO VEM BER
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Letter Word PronunciationO OSCAR OSS CAHP PAPA PAH PAHQ QUEBEC KEH BECKR ROMEO ROW ME OHS SUGAR SHU GAT TANGO TANG GOU UNIFORM YOU NEE FORM
(or) OO NEE FORMV VICTOR VIK TAHW WHISKEY WISS KEYX XRAY ECKS RAYY YANKEE YANG KEYZ ZULU ZOO LOO
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MRS DONNELLAN
D-O-N-N-E-L-L-A-N
Delta, Oscar, November, November, Echo, Lima,
Lima, Alfa, November
Victor, India, Echo, Tango, November, Alfa, Mike
VIETNAM
ACTIVITY
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May I ask whos calling?
Mrs._________ is not in at the moment.
Do you know when he/she might return? Could I have your name and number (or
room number)?
How do you spell your name please?
What is the best time to return your call? What is the best time to call Mr. ___________
Can you ask them to call me back on mycell phone
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1. Good morning. Howmay I assist you?2. Yes, I want to speak to your managerplease.3. Please hold the line, Ill connect you.4. Im sorry sir, but Mr. Trump is out of the office at the moment.
Can I takeaMessage?5. Yes, I would like to make an appointment forWednesday .6. MayI ask who is calling?7. Yes, Im calling to find out what time theBreakfast buffet closes.8. Thankyou for calling Emeralda Resort. Your call is very
important to us. However, all ourlines are busy at the moment.
Please wait for the next available operator. We will be with youin less than one minute.
9. Mr. Swanson is not available at the moment can I have yournumberso that he can return yourcall.
10. Im sorry, you must have the wrongnumber.
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