Telephone Etiquette

Customer Service Begins Here

PURPOSE

TO PROJECT A RESPONSIVE AND

PROFESSIONAL IMAGE

REMEMBER YOUR VOICE AND TONE

PROJECT THE IMAGE
OF YOUR
ORGANIZATION
 Responding to the Call

Hints:
•Take a deep breath before you pick up the phone
•Smile before you speak
•Assume your speaking voice
•Control speed
•Tone
•Volume
•Speak clearly
 Business Etiquette

Identify yourself first when answering the phone.

Ask how you can help and refer the caller to the
proper person if you can't help them.
•External Calls

Thank you for calling Ancasa Allsuites Resort & Spa. _____________ (name)
speaking, how may I assist you?

•Internal Calls

(Department), (Name) speaking, How may I assist you?

Activity:
Practice answering the phone using the suggested
format of department name, then your name.
 Take accurate messages

•Always be prepared and have a note pad and a

pen ready
•Take proper messages :-
 Name of Caller
 Name of Organization
 Telephone No & Extension
 Handphone if necessary
 Correct spelling
 Reason for the call
 Repeat if necessary
 ON HOLD AND TRANSFER CALLS

 Put caller on hold

May I put you on hold?
 Multiple calls
That line is still busy
OR
Thank you for waiting
Would you like to hold
OR
May I take your message
 Making Calls

External

Good____________, This is (Name) calling from ANCASA ALLSUITES

RESORT & SPA

Internal

Good ___________, this is (name) from (department)……………………….

Treat the Caller with Respect; Be Efficient, Effective, Empathetic and
Responsive

5 Forbidden Phrases

1. “I Don’t Know”
2. “I/We Can’t Do That”
3. “You Have To”
4. “Just a Second”
5. “No”
Be positive, a problem solver, honest and helpful.
BASIC PHONE COURTESY – Do’s & Don’t

 Answer within 3 rings

 Identify your organization
 Identify yourself
 Answer with a Smile
 Speak slowly and clearly
 Keep your message kit handy
 Ask Caller if They can hold
 Check in every 3o secs
 Inform them what to expect
Ending Calls

What do you say when:

Ending calls?
- Is there anything else I can do for you?
-Thank You for calling
- Have a Nice Day