Overview

Every incoming telephone call made to your workplace represents a potential customer. The manner in which you respond will determine whether that person remains a customer in the future.

Your ability to respond promptly, clearly and politely to incoming telephone requests is one of the most important skills you offer.

In the hospitality industry the most common telephone calls you will make are to customers or colleagues. Remember to speak in a clear, friendly and courteous manner, and use direct language.

Personal appearance, gestures and other non-verbal signals are always important when communicating. However, what matters most in telephone communication is what you say and how you say it.

By observing the tips in this unit, with a little practice you should be able to handle telephone requests with poise and style.

In this unit you will learn how to:

• Respond to incoming telephone calls
• Make telephone calls.