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? He’s busy Speak up. I can’t hear you I’ll tell him. What’s your problem?

Hello Good morning, thank you for callingSon Tra 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

He’s/She’s 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 can’t hear you Would you please repeat that I didn’t

hear what you said I am sorry I can not hear you,

the line is bad can you call me back

I’ll tell him I’ll will leave the message with Mr.

______, thank you for calling

OUTSIDE CALL<Greeting>, Thank you for calling Son Tra

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 ANSWERDO 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 AMESSAGE 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

MRS DONNAVAND-O-N-N-A-V-A-N

Delta, Oscar, November, November, Alpha, Van, Alfa, November

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

VIETNAM

ACTIVITY

May I ask who’s 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. Good morning. How may I assist you?2. Yes, I want to speak to your manager please. 3. Please hold the line, I’ll connect you. 4. I’m sorry sir, but Mr. Trump is out of the office at the

moment. Can I take a Message?5. Yes, I would like to make an appointment for Wednesday .6. May I ask who is calling?7. Yes, I’m calling to find out what time the Breakfast buffet

closes.8. Thank you for calling Son Tra 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.

9. Mr. Swanson is not available at the moment can I have your number so that he can return your call.

10. I’m sorry, you must have the wrong number.