Tourism and Hospitality

Answering the telephone

Many of us are not very good at answering the telephone. Yet it is something that most people do every day.

Correctly Answering the Telephone

• Lift the receiver with your non-writing hand; this will enable you to write a message.
• Greet the customer, identifying your organisation and yourself.
• Put a smile in your voice, the caller will receive a positive image of you and your organization.
• Try to answer calls as soon as you can. The hospitality standard number of rings is three or four.

Telephone Skills

What specific skills apply to answering the telephone?

Use of voice

As you cannot see the person, the quality of your voice takes on real importance. Rhythm, speed, volume and pitch all affect the meaning of what you are saying to the listener and how the listener interprets your message.
Speak clearly, using a natural tone and at a comfortable rate. If you speak too fast, you will sound nervous or hurried; too slow, and your listener may think you’re not interested in them.
For the listener to hear you clearly, hold the phone about 1.5 cm from your lips. If you hold it any closer, it will distort your voice, no matter how clearly you speak.

Listening skills

Write down the callers name and use it in your replies.
Listen to what the caller is saying. Take notes if the message is involved or if you need to record or use the customer’s details later. If the customer has difficulty explaining the message or request, use your listening skills to draw it out, and to indicate your understanding.
Read the details back to the caller, end the conversation courteously, and pass the message on promptly.
Ensure you have all the relevant information—the name of the caller, the date and time of the message, plus the message are all important.

Listening: Why it’s so important

In order to take messages accurately, you’ll need to be a good listener.
Stop talking. Allow the other person to get the message across. Try not to interrupt. If you do need to interrupt, do it politely,
Repeat the message to the caller in your own words especially if the message is complicated, when you do this you reassure yourself and your caller that you have understood the message.
Be attentive. Over the phone this may involve saying ‘Mmm’ or ‘Yes’ so that the caller knows you are listening.

Providing information

When providing information to a caller, relay it clearly, and slowly. Allow the caller time to understand or write down the information.
If you do not have the information, make all attempts to find it. If you must leave the phone, explain why, and give the caller the choice of waiting on or being called back.

Back to Communicate on the Telephone