Effective Call Handling

EFFECTIVE CALL HANDLING

A Workshop

OBJECTIVES

At the end of this session, all trainees should:

• Enumerate the correct Brand Standards for Telephone Communication

• Enumerate and apply the skills needed for effective communication.

• Demonstrate the proper way to handle a call.

• Effectively manage multiple calls while adhering to the Brand Service Standards.

ROAD MAP

• Introduction

• Brand Standards Review

• Effective Communication Skills

• Call Handling – Defining Effective Call

Handling– Steps in Call Handling– Workshop

SERVICE STANDARDS: GUEST TELEPHONE COMMUNICATION

1) In telephone contacts with guests, the hotel must ensure it follows these requirements: (a) The phone is answered within three rings. (b) The appropriate greeting is offered and either the hotel is identified (in the case of external calls) or the hotel employee is

identified by first name (in the event of internal calls): (i) External calls (example: “Thank you for calling the Hilton (hotel’s name)”. (ii) Internal calls (example: “Good Morning/Evening, this is (hotel

employee’s name)”. (c) Assistance is offered. (d) The caller’s name is obtained and used twice during the call.

SERVICE STANDARDS: GUEST TELEPHONE COMMUNICATION

(e) Before placing a caller on hold, permission is asked and a response is obtained. (f) If a call is placed on hold, the caller should be contacted every thirty seconds, offering the caller the choice of remaining on hold, leaving a message or receiving a call back. (g) A caller is never connected to voice mail unless they have agreed. All voice mail messages must include an option to return to the operator. (h) Callers who are transferred to a different department are advised

of the department to which they are being connected. (i) Calls are not screened. (j) Guest names or room numbers are never given out.

SERVICE STANDARDS: GUEST TELEPHONE COMMUNICATION

2) Wake up calls must occur within two minutes of the promised time. The wake up call should be a signature, resort call for example “Welcome to your day in paradise”. If the wake up call is manual, a brief weather report for the day should be provided.

3) Hotel telephone operators must have knowledge of voice mail equipment, modem connections, long distance services, fax equipment and all other communications requirements and the guest must be given helpful information during the call.

WHERE ARE WE NOW?

• Looking at the Brand Standards we just reviewed, where are we now?

• What are we doing?

• Why?

CALL vs COMMUNICATION

COMMUNICATION

• The process of sending and receiving messages

GOOD COMMUNICATION

• Both parties understand each other

• Minimal barriers

• Common understanding

• Brief and straightforward

EFFECTIVE COMMUNICATOR

• Pleasant

• Open minded

• Straightforward

• Considerate

• Good speaking voice

• Uses body language

EFFECTIVE CALL HANDLING

• A call experience that leaves a positive impression on our customers and guests.

• Is well spent time and energy

• Converts calls into business

• Leaves the customer/guest with the feeling of importance

What’s IMPORTANT?

• Remember that all customers need:– To feel important– To be treated seriously– To be respected– To expect what is being promised to them– To be attended to promptly– To be properly informed

CHARACTERISTICS OF AN EFFECTIVE CALL

• Clear and slow speech• Enthusiastic Voice• Voice with a smile• ‘Body’ Language• Simple Vocabulary• Prompt Response• Sensitive and Empathetic• Patient• Attentive

MULTIPLE CALL HANDLING

• This happens when one service provider has to deal with more than one guest/ customer at a time.

How to IMPROVE Call Handling

• Words and Vocabulary to use

• Call structure and Call Control

• Saying “NO”

• Close the call correctly

• Ask leading questions

• Use Positive Languages

• Be familiar with different types of callers

WORDS TO AVOID

• Ya

• Uh-huh, uh-hmm

• Bear with me

• Right

• Sir/Madam

• …but…

• It’s policy

• He’s not available

• Unfortunately

• I’m afraid…

• I can’t do that…

• I’ll try

• No worries

• Let me see…

SAYING “NO”

• Currently…

• What I can do is…

• What I can recommend is…

• May I suggest that…

• In these circumstances, what I normally suggest is…

CLOSING THE CALL

• The Brand Standard says…

“…

...”

LEADING QUESTIONS

• Identifying the need early on

• Who are you? What do you do?

• Leading, not waiting…– You’re calling Room Service, Mrs. ____, may

I have your order, Mrs.____?

DIFFERENT CALL SITUATIONS

• Call for Hotel Information

• Call for a Team Member

• Call for Room Service

• Call for guests

• Call to ask for directions

• Call for concessionaires

• Call of a supplier

HANDLING MULTIPLE CALLS

• Know when to put the caller on hold

• Know HOW to put the caller on hold…– “May I put you on hold, Mr./Ms. ____?”

HANDLING MULTIPLE CALLS

• Know when to end the call

• Know HOW to end the call– “If it is alright with you Mr./Ms. ____, I will give

you a call back in 5 minutes.”

WORKSHOP