Effective Telephone Skills and Etiquette Workshop

• The workshop trains the participants in the telephone skills and etiquette required by 5-star hotels. It trains the essential telephone language, intonation, skills, and etiquette that are essential to creating an impressive telephone image, in particular when answering the phone, putting a caller on hold, transferring calls, taking messages, and concluding a call.    
• The workshop also explains the importance of a good personal and professional telephone image, and shows the participants how to apply the fundamentals of using the telephone - smiling, posture, pitch, speaking rate, volume, and avoiding the use of dull phrases.

Main Topics

1. The importance of the telephone image.
2. Telephone fundamentals.
3. Telephone mechanics and etiquette.
4. Important telephone behaviours.
5. Telephone English and etiquette standards:

• How to answer the telephone.
• How to transfer a caller.
• What to do when the called person is unavailable.
• What to do when the called person's line is engaged.
• What to do when the person called is not in.
• How to take a message.
• How to screen a call and check if someone is available.
• How to take a caller off hold.
• How to clarify what the caller is saying.
• How to deal with a wrong number.
• How to deal with simultaneous calls.
• How to finish a call.

Duration

• Half a day.

Participants

• All employees who have to use the telephone.