SEASON II, TRAINING ON THE SHORT WEEKEND TELEPHONE ETIQUETTE Expected Outcome: Guest will receive warm welcome and telephone up to Gili eco villas standard, Telephone etiquette will utilized during every phone Interaction with the front office. How: - The telephone will be answered within 3 rings - A smile in your telephone voice is as attractive as smile on your face - Speak clearly so that callers easily and accurately understand - Give a positive impression of the villas to caller - Listen carefully and be helpful - Repeat guest request - Always be courteous and polite - Show consideration and sincerity - Use good grammar, no slang. - No gum chewing or eating while on the phone or during shift (Guest area) - No employee will argue with caller - No caller placed on hold without the caller’s permission - Give the guest warm good bye and let the guest hang up the phone first “ When answering the Phone” The response will be the following “ Good ….(morning, afternoon, evening), Gili Eco Villas , … (employees name) speaking , how may I assist you? “The Staffs” will conclude with,“ Certainly or “ Right away, Mr./Ms. ….. it will be my pleasure . “ Thank you and have a nice day/afternoon/evening Mr./Ms. …..
Posted on: Sun, 28 Jul 2013 08:42:47 +0000
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