Communicating on the Telephone Chapter 4 Communicating on the Telephone Refer to page 103

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. Refer to page 103

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. Refer to page 104

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 Refer to page 106

Direct Dial Telephone A telephone that allows the user to make calls directly to the required number without telephone operator assistance Refer to page 106

What guests expect of the venues telephone system Direct dial (IDD & STD) Message light Voice mail Facsimile Email Internet Refer to page 110

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 Refer to page 112

Respond to external incoming calls Greet the caller Identify the venue Identify yourself Offer assistance Refer to page 115

Respond to internal incoming calls Greet the caller Identify the department Identify yourself Offer assistance Refer to page 116

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. Refer to page 116

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. Refer to page 117

Screening a call… Means asking the caller who they are and why they are calling before you transfer them to the requested extension. Refer to page 118

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 Refer to page 119

Taking a message When you have recorded a message: Repeat the details back to the caller Deliver the message in a timely manner Refer to page 119

Operator assisted calls Calls that require the telephonist to connect the person placing the call with the person the caller wants to speak to Refer to page 120

Emergency procedures Types of emergency calls Fire Bombe threat Illness or accident Refer to page 123

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 Refer to page 123

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 Refer to page 123

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) Refer to page 124

Receiving a bomb threat After you have received the bomb threat, immediately: Alert your supervisor Call the police Refer to page 124

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 Refer to page 124

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 Refer to page 125

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. Refer to page 126

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? Refer to page 127

Expressions to avoid on the telephone Transferring you. You wanna leave a message? What do you want? Thanks mate! Hang on a minnie! Refer to page 127

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