Detailed explanation of how hotel employees answer the phone in a standardized manner
01
How to standardize answering calls
Let’s take an example of a telephone conversation. When a hotel service staff receives a call, what should be done:
Guest: (calls)
Service staff: Hello, the training department, this is Xiao Chen.
Guest: Excuse me, is Manager Fan here?
Waiter : Please wait a moment, I’ll take a look. I’m sorry, but Manager Fan just left the office. Where can I find it?
Guest: My surname is Zhou.
Service staff: I’m sorry, I’ll go to the housekeeping department to see if he’s there, okay, please wait a moment, – (transferring to answer the phone) I’m sorry, he’s not in the housekeeping department either, can I leave a message for him or tell Manager Fan?
Guest: No need.
Service staff: Can I tell Manager Fan, who has approached him?
Guest: No need.
Waiter: I’m sorry.
Guest: It’s okay, bye.
Waiter: Goodbye.
Guests expect a satisfactory answer to every call, can we guarantee that?
For any call, we can do a lot of things, as long as we want, you can help each other whenever we want, just imagine, what can you do?
For each call we can do something like
greeting
Apologize
message
tell
help right away
Transferring call
Answer directly (solve)
call back
02
Telephone etiquette
before answering the call
Have a pen and paper ready
Many people do not have the habit of preparing pen and paper to answer the phone, thinking that things can be solved immediately on the phone without pen and paper, but sometimes they encounter the above situation.
Our purpose is to rather trouble ourselves than to waste the time of our guests, and we must do our best to serve our guests accurately and quickly at all times, reflecting that we are ready to serve our guests anytime, anywhere, rather than requiring them to wait for us. So the preparation of pen and paper also becomes part of our etiquette.
So, in order to do this, what you have to prepare is:
Have a pen and paper handy next to your phone, or keep a pen and some small notes on your desk.
Make it a habit to keep a pen with you and a few notes in your pocket.
stop all unnecessary actions
The other party’s call is to listen to our conversation, not to hear our other voices, so when answering the phone, don’t eat or drink water, etc. Our sound of drinking water and eating will reach the other party’s ears, Make the other person feel uncomfortable.
Don’t forget, if we don’t pay attention to the other party’s voice, it will be difficult for us to judge the other party’s situation. In order to better provide the other party with accurate services, stopping all unnecessary actions is a manifestation of concentrating on answering.
Answer the phone quickly with a smile
Our expressions are also transmitted to each other over the phone, so if you smile, the other person will feel the same smile. Picture the other person in front of you, let your voice convey a smile, and make everyone think you are the kindest person in the world.
You might as well try, you call your friends in a very enthusiastic or passionate motion and see if they can feel it.
correct posture
The correct posture includes your standing or sitting posture, and the second is to hold the telephone receiver correctly, so as not to hold the telephone receiver properly due to poor posture, suddenly the telephone receiver slips and falls to the ground with a “bang” sound. The other party was bewildered.
pick up the phone
Pick up the phone within three tones
In the service quality evaluation of the hotel star, it is required that the phone be answered within three beeps. After a long time, the other party will feel irritable and uneasy: Is there anyone?
Proactively greet, report to the department and introduce yourself
Some colleagues pick up the phone and do not speak, and wait until others speak before speaking. Sometimes the other party does not speak, so there is a short-term blank, and the guests are wondering, what’s the matter? Therefore, it is advocated to take the initiative to greet and report to the department to let others know whether the department they are looking for is correct or whether they made the wrong call.
In addition, some colleagues said that the practice of introducing oneself is only used by foreigners, and it is not used in Chinese. In fact, many calls have a clear target, who is responsible and who should be called, so directly say, so and so? Please help me find so-and-so, if we sign up, the other party will immediately “listen” to understand whether the person who answers the phone is or is not the person I am looking for. Convenience for guests. This is the most important thing, what do we mean by saying one or two more words?
Avoid asking abruptly: Who are you?
Many colleagues can answer the phone without saying “Hello, hello”, but often when they can’t hear the other party’s voice on the phone, they can’t help but say, hello, hello, hello, hello, and more. , appear impatient and impatient, this is also impolite, we can say, hello, hello, hello several times in a row, if there is still no sound, you can say, I can’t hear your voice, I hang up , make it clear to the other party before we hang up.
Be careful to control the volume of your speech
The other party needs our help, and we do our best to help
Don’t appear indifferent or indifferent when answering the phone. If you think that the problem does not belong to you or you can’t solve it, you hang up the phone. Examples like this often appear around us: Looking for Manager Wu? Oh, I’m sorry, he’s out, can you call back later? Then hung up the phone.
Never say “hello”! ! !
Explain and apologize when you have to put the phone on hold or make guests wait
Not everyone can do this. We often say, please wait a moment, without explaining the reason. If we look at the phone information or seek help from others, we can give the other party a clue and how long it will take to help the other party. Rest assured waiting, if the other party feels that you let them wait or you need to do this for a long time, the other party can take the initiative to ask whether you need to wait, and if we do not explain, the other party has no information or basis to make a judgment, so Only with doubts, waiting indiscriminately.
Remember, don’t let the other party wait for too long, you must respond after 15 seconds on the phone, saying sorry, showing that you are always paying attention to the other party.
Even with the reasons given, no apology when we picked up the phone again, these were irregular and didn’t fully consider the phone behavior of the guests.
If we can find that the guests have to wait for a long time, we must tell the other party. I’m sorry, I’m afraid I can’t answer your question for a while. I’ll call you after I find out. If you can predict the time it will take, you can also tell the other party, and I will call you in about half an hour, okay? In any case, be professional, remember!
Pay attention to the other party’s phone
If the other party has to wait for a long time, in it, we should express our concern through the tone particles such as “um, huh”.
Transfer calls quickly
Ask the other party to hang up first, then hang up
Maybe the other party only remembered what to add at the last moment. If we hang up the phone, the other party will not have the opportunity to express this, because the speed of human brain thinking and the speed of speech are often not the same, speaking without the brain is to describe those People who speak faster than their brain think, they often say the wrong thing, on the contrary, for those who speak slower than their brain think, because they have not had time to say what they want to express, you will Thinking that the other party has finished expressing, he hung up the phone, and when he responded, there was no chance. Of course, you can say that the other party can fight again, but you and I should have experienced the same, that is if we want to express five things, but because of the above reasons, only four are said, maybe the last thing is measured It doesn’t matter, and I don’t want to make another call. So when you’re about to hang up, count to five. Make sure to give the other person enough time to think and express.
When hanging up the phone, please be careful not to leave a bad impression on others at the last minute, that is, it is best to press the phone key with your finger first, so as to avoid hearing a sudden hang-up sound for the other party.
report phone number
Pay attention to the efficiency and rhythm when reporting the phone number, which is mainly reflected in the
Segmentation: Divide the phone number into a segment for every three or four digits, such as 82305790, read as 8230-5790, and read the area code separately. If it is seven, it is the first three and the last four; if it is eight, it is four before and after.
Repeated numbers: Do not recite repeated numbers with more than two digits one by one, such as 52338888, read as 5233, four eights, if you keep reciting 8888, the other party will sound a little confused, and it is unclear how many 8s there are.
Thank the other party for the call and end the call politely
Why are you thanking someone for calling?
Ø The other party helps you solve some problems, you should thank him/her of course
Ø The other party greets you, you should thank the other party, because they still remember you
Ø The other party needs your help, you should thank him/her, because the other party misses and also provides you with a chance to serve
03
How to make a call
List the main points
Before you call, make a list of what you need to talk about. You can think about how to talk. This avoids repetition, saves time, and does not forget some important points that must be discussed. Ask yourself how many times you have missed something when talking to others, and you will know how important it is to think for a few seconds before calling!
Confirm the phone number is correct
First make sure that the phone number you are about to call is correct, if you are not sure, check the phone book. When dialing a call, do not press the number key too fast to avoid pressing it by mistake, and you need to dial again.
I made a wrong call, please apologize
Because your phone call interrupted other people’s work or conversation, you must say sorry to the other party for disturbing him/her, and hang up the phone without apologizing.
If the person you are looking for is not available
Then ask when you can call the other party, or ask the other party to call back and tell him/her when you want the other party to call you back.
As soon as you get on the phone, you should introduce yourself
It can be said like this: I’m Chen Xiaodong from the Human Resources Department. Excuse me. Are you there? Straightforward. Don’t say: My name is so-and-so, which is easy to make others ambiguous, because this statement has two meanings: my name is so-and-so, and the other means that I am looking for so-and-so. Especially when introducing yourself for the first time, don’t say that. At the same time, when introducing for the first time, it is best to introduce yourself by your first name and not just your last name.
When talking on the phone
Ø Listen carefully and carefully with one ear, and point your mouth to the microphone. Do not eat or smoke while talking.
Ø Know the other party’s last name or first name as early as possible, and often call the other party’s first name during the conversation to show that you respect the other party, because everyone will be kind to their own name and will be interested in calling their own name.
Ø Don’t speak too fast, try to keep your speaking rate in harmony with the other party’s.
Ø Put a clock on the table to better control the time.
end the call
Ø End the call with a positive tone, such as: Is there anything else I can help you with?
o Thank each other
Ø Call the person by their first name