8/22/2019 Using the Telephone.pdf

1/19

8/22/2019 Using the Telephone.pdf

2/19

By the end of this session you willlearn.

Common expressions used whentalking on the telephone.

How to use the InternationalPhonetic Alphabet.

8/22/2019 Using the Telephone.pdf

3/19

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?

8/22/2019 Using the Telephone.pdf

4/19

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

8/22/2019 Using the Telephone.pdf

5/19

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

8/22/2019 Using the Telephone.pdf

6/19

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.

8/22/2019 Using the Telephone.pdf

7/19

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

8/22/2019 Using the Telephone.pdf

8/19

OUTSIDE CALL

, Thank you for calling Emeralda

Resort, this is How may I assist you?

INTERNAL CALL

,

How may I assist you.

8/22/2019 Using the Telephone.pdf

9/19

SAY: Please allow me to connect your call

THANK YOU

JUST A MOMENT PLEASE

8/22/2019 Using the Telephone.pdf

10/19

I AM SORRY THERE IS NO ANSWER

DO YOU WISH TO LEAVE A MESSAGE

8/22/2019 Using the Telephone.pdf

11/19

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.

8/22/2019 Using the Telephone.pdf

12/19

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

8/22/2019 Using the Telephone.pdf

13/19

Obtain Guests name

Check Spellingusing phoneticalphabet

Use Guests name three times duringconversation

8/22/2019 Using the Telephone.pdf

14/19

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

8/22/2019 Using the Telephone.pdf

15/19

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

8/22/2019 Using the Telephone.pdf

16/19

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

8/22/2019 Using the Telephone.pdf

17/19

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

8/22/2019 Using the Telephone.pdf

18/19

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.

8/22/2019 Using the Telephone.pdf

19/19