By the end of this session you will learn. Common expressions used when talking on the telephone.

How to use the International Phonetic Alphabet.

When receiving calls it is not the correct phone manner nor is it professional to mention any of the following;

Hello Who is it? Who? What? Hang on / hold on. What do you want? Hes busy Speak up. I cant hear you Ill tell him. Whats your problem?

Hello Good morning, thank you for calling Emeralda Resort, This is <First Name> How may I assist you

Who is it? May I have your name please

Who? May I know your name please Can you repeat your name please

What? Can you please repeat

Hang on/hold on Please hold on for one moment One moment please Just a moment please

What do you want How may I help you

Hes/Shes busy Sorry Mr./Ms. _____ is not available at the moment would you like to leave any message. I am sorry Mr./Ms. is in a meeting, do you wish to give your number and we will call you back.

Speak up I cant hear you Would you please repeat that I didnt hear what you said I am sorry I can not hear you, the line is bad can you call me back

Ill tell him Ill will leave the message with Mr. ______, thank you for calling

OUTSIDE CALL <Greeting>, Thank you for calling Emeralda Resort, this is <Your Name> How may I assist you? INTERNAL CALL <Greeting> <Your Department> <Your Name>, How may I assist you.

SAY:

Please allow me to connect your call THANK YOU JUST A MOMENT PLEASE

I AM SORRY THERE IS NO ANSWER DO YOU WISH TO LEAVE A MESSAGE

 I AM SORRY THE LINE IS BUSY DO YOU WISH TO WAIT

THE LINE IS BUSY, WOULD YOU LIKE TO LEAVE A MESSAGE OR WOULD YOU LIKE TO TRY AGAIN LATER.

You should answer the telephone within 3 rings You should not keep the call on hold for more than 30 seconds You must inform all callers of action being taken (holding, transferring, etc.) keep the background noise-free You should not disclose or transfer mobile phone numbers without permission We will answer calls with "time of the day, department, This is name, how may I assist you?" and end with "Thank you for calling" Always smile, use positive expressions and speak in a clear, polite and friendly manner

Obtain Guests name

Check Spelling using phonetic alphabet

Use Guests name three times during conversation

Letter A B C D

Word ALFA BRAVO CHARLIE DELTA

Pronunciation AL FAH BRAH VOH CHAR LEE (or) SHAR LEE DELL TAH

E
F G H I J K L M

ECHO
FOXTROT GOLF HOTEL INDIA JULIETT KILO LIMA MIKE

ECK OH
FOKS TROT GOLF HOH TELL IN DEE AH JEW LEE ETT KEY LOW LEE MAH MIKE

NOVEMBER

NO VEM BER

Letter O P

Word OSCAR PAPA

Pronunciation OSS CAH PAH PAH

Q
R S T U

QUEBEC
ROMEO SUGAR TANGO UNIFORM

KEH BECK
ROW ME OH SHU GA TANG GO YOU NEE FORM (or) OO NEE FORM

V
W X Y

VICTOR
WHISKEY XRAY YANKEE

VIK TAH
WISS KEY ECKS RAY YANG KEY

ZULU

ZOO LOO

MRS DONNELLAN D-O-N-N-E-L-L-A-N Delta, Oscar, November, November, Echo, Lima, Lima, Alfa, November

Victor, India, Echo, Tango, November, Alfa, Mike

VIETNAM

ACTIVITY

May I ask whos calling? Mrs._________ is not in at the moment. Do you know when he/she might return? Could I have your name and number (or room number)? How do you spell your name please? What is the best time to return your call? What is the best time to call Mr. ___________ Can you ask them to call me back on my cell phone

1. 2. 3. 4.
5. 6. 7.

8.

9. 10.

Good morning. How may I assist you? Yes, I want to speak to your manager please. Please hold the line, Ill connect you. Im sorry sir, but Mr. Trump is out of the office at the moment. Can I take a Message? Yes, I would like to make an appointment for Wednesday . May I ask who is calling? Yes, Im calling to find out what time the Breakfast buffet closes. Thank you for calling Emeralda Resort. Your call is very important to us. However, all our lines are busy at the moment. Please wait for the next available operator. We will be with you in less than one minute. Mr. Swanson is not available at the moment can I have your number so that he can return your call. Im sorry, you must have the wrong number.