Use appropriate telephone techniques Describe acceptable telephone etiquette Identify common caller complaints telephoning a business Element 3: Receive incoming calls Prepare to receive incoming calls Answer calls promptly in accordance with house standards Identify long-distance or international calls Establish purpose of incoming calls Respond to caller requests, where appropriate Take messages from callers Relay messages and follow-up as necessary Facilitate conference calls Deal with suspicious or threatening Manage difficult callers Prepare voicemail messages and background Element 4: Re-direct incoming Transfer calls as appropriate Place calls on hold as appropriate Components of the telephone system may include: Landline telephones, including multiple lines and multiple telephone numbers Mobile/cell phones Paging systems Switchboards Handsets and headsets Caller identification facilities, including VIP caller ID. Functions and features available in the telephone system may be related to: Call waiting Call forwarding Caller ID display Line blocking Call back busy No answer, and busy-no answer Call return Recorded message service Executive busy override Transfer and transfer recall Placing calls on hold Multiple chat facility Conference call Integration of facilities. Enterprise policies and procedures for telephone use may include: Privacy and confidentiality issues
Level 2 = competence to manage tasks Level 3 = competence to use concepts for evaluating Key Competencies Examples Collecting, organising and analysing information 1 Develop internal telephone, staff and contact lists; develop product and property knowledge Communicating ideas and information 2 Speak with callers, determine needs and respond appropriately Planning and organising activities 1 Prepare the area for work Working with others and in teams 2 Liaise with others to meet stated caller needs Using mathematical ideas and techniques - Solving problems 1 Deal with telephone complaints Using technology 2 Operate the telephone system and its integrated elements
Trainees need to act their roles carefully – the Customer needs to complain strongly or at least be clear about what they want and the hotel reception staff member needs to display the qualities of helpfulness, being positive, informed, tactful and polite. Slide No Trainer Notes A Landline telephone system is connected by wires or fibre optic cable, tangible and visible, from one location to another Mobile or cellular phones make and receive calls using radio link or wireless connection A paging system offers discrete and immediate communication for staff Paging systems and mobile phones allow staff to work in operational areas and still be able to respond quickly to requests A switchboard is a piece of equipment that enables a hotel or resort to connect all the telephone lines and extensions used The handset is the part of the telephone which the user holds to their ear. Handsets are often referred to as receivers Headsets fit over the head and enable free action which permits the operator to take notes or operate a computer while taking a telephone call VoIP telephones use the internet to link and are rapidly increasing in overtaking the traditional telephone network. The VoIP system enables notification of calls via email or text. Slide Slide No Trainer The telephone system has a number of features and functions such as: The facility to place calls on hold or transfer calls To record messages electronically or use voicemail Message or text transmission. How would these features be used in practice to improve communication?