Telephone Standards
OBJECTIVES
• To use the “Shangri-La” response in answering a telephone call • To use our telephone standards effectively • To ensure everyone remembers the standard telephone responses for uniformity and distinctiveness
COURTESY GUIDELINES
• All calls must be handled as per the Shangri-La Standards
• Calls must always be answered within three rings even if we are on another phone or in a discussion
• Every call is important to us
• Be brief and to-the-point
• Keep the caller happy at all times
COURTESY GUIDELINES
• How we answer a call, reflects the reputation of our Resort and our Company
• Put a SMILE in our voice – the caller hears it!
• Ensure our tone is PLEASANT, POLITE, CLEAR and ENTHUSIASTIC
• We should speak in a courteous, efficient, and professional manner
COURTESY GUIDELINES
• Listen without interrupting
• Ask for clarification if necessary
• If we transfer a call, communicate it clearly, to avoid the caller repeating the purpose of his call all over again • Log calls that were not answered on a Call Slip/Message Slip. Include details of the call like caller name, contact number, time and message/purpose of the call
COURTESY GUIDELINES
• Always use “Magic Words” of common courtesy – “P’s” & “Q’s”
• Do not screen calls
• Respect your colleagues privacy
GREET THE CALLER according to the TIME OF THE DAY
00:00hrs to 11:59hrs
18:00hrs to 23:59hrs
21:00hrs onwards (While leaving)
12:00hrs to 17:59hrs
STANDARD RESPONSES
Our Initial Greeting
• External Calls: Greet and Identify the Hotel
“ Good Morning, Shangri-La’s Villingili Resort and Spa.”
• Internal Calls : Greet, Dept., Identify & Offer Assistance
“Good Morning, F & B Office, Nadha speaking,
how may I help you?”
OR
“Good Morning, F & B Office, This is Nadha,
how may I help you?”
STANDARD RESPONSES
Our Closing Greeting
• External Calls
Sheetal : Is there anything else I can help you with?
Caller : No
Sheetal : Thank you for calling Shangri-La’s Villingili Resort and Spa.
Have a pleasant/good day. OR
Have a good evening. OR
Have a good night.
STANDARD RESPONSES
Our Closing Greeting
• Internal Calls
Sheetal : Is there anything else I can help you with?
Caller : No
Sheetal : Thank you for calling. Have a pleasant/good day. OR
Have a good evening. OR
Have a good night.
STANDARD RESPONSES Placing the call on Hold Standard hold time :30sec
Sheetal : Certainly Sir/Madam, Allow me to place your call on hold while I get this information for you.
Certainly Sir/Madam, Kindly/Please wait on the line while I get this information for you.
Caller : Yes
Sheetal : Thank you.
Sheetal : Thank you for waiting, ……. OR < When you need more time say… >
Thank you for waiting, I will need some more time to get this information for you. Would you like to hold the line or May I call you back in __mins?
STANDARD RESPONSES Connecting a call
• External calls:
Sheetal : Good Morning, Shangri-La’s Villingili Resort & Spa
Caller : Good Morning, could I speak with your HR Team?
Sheetal : Certainly Sir/Madam, I’ll connect your call to HR, Thank you for calling.
• Internal call: Tina : Good Morning, Guest Relations, Tina speaking, how may I help you? Caller : Good Morning, can I speak with Jessica please? Tina : Certainly Sir/Madam, I’ll connect your call to Jessica. Thank you for calling.
STANDARD RESPONSES No Response / Person not available/Busy
• External calls for guest:
Caller : Good Morning, could I speak with your Mr. Smith?
Sheetal : Certainly Sir/Madam, I’ll connect your call to Mr. Smith, Thank you for calling.
STANDARD RESPONSES No Response / Person not available/Busy
• Internal calls:
Caller : Good Morning, could I speak with your Izaan from HR?
Sheetal : Certainly Sir/Madam, I’ll connect your call to Izaan, Thank you for calling.
Sheetal : Thank you for waiting, ……
I am sorry there is no response at the moment, OR I’m sorry, Izaan is not in her office at the moment, OR I’m sorry the line is busy at the moment, Would you like to leave a message or speak to someone else from HR (relevant department) ?
STANDARD RESPONSES Taking down a message
• External / Internal calls:
Caller : Please could you ask HR / Izaan to call me back. Sheetal : Certainly, May I take down a few details please. Caller : Yes Sheetal : Thank you, May I request you for your name and contact number. Caller : Yes, My name is Tina and my contact number is 1234567 (check on country code if required) Sheetal : Thank you Ms. Tina, I will pass this message to HR / Izaan. (repeat the message/details provided) Is there anything else I can help you with?
STANDARD RESPONSES
Callers insists on Guest information
“ I am sorry Sir/Madame, we will not be able to share the room number/name of the guest, however may I take down your details for a call back? ”
Callers insists on Staff information
“ I am sorry Sir/Madam, we do not have the personal number, however I can certainly help you with the direct line for______.”
REMEMBER…
• A nswer a telephone within 3 rings
• S mile when you greet the caller
• C lear and Courteous Voice
• E fficient Handling and Assistance
• D O NOT be RUDE or IMPOLITE
THANK YOU !
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