Standard Phrase: How to answer an External call?. Wish according to the time of the day (Good Morning, Afternoon or Evening), (Your Hotel Name), How may I help you.

1. Telephone Etiquette Training Powerpoint
2. Telephone Etiquette Training Manual Hotels
3. Telephone Etiquette Training

How to answer Internal Guest calls?. Wish according to the time of the day (Good Morning, Afternoon or Evening) Mr. (Guest last name), This is (Your first name), How may I help you. How to answer interdepartmental calls?. Wish according to the time of the day (Good Morning, Afternoon or Evening), This is (Your first name), How may I help you. Note: Transferring a guest call: How to transfer a guest call?.

While transferring a guest call you should say:. Transferring your call with pleasure. Putting a guest call on hold:. How to put a guest call on hold?.

While putting a guest call on hold you should say:. Allow me to put your call on hold while I check for the information required” Or.

“Could I put your call on hold, while I check for the information required?” Guest Query:. How to handle a guest query?. For any guest query you should say:.

I will be glad to assist you. Training Summary questions: Q1. In how many rings phone should be picked up?

What is standard phrase of Picking up External and Internal calls? Why we need to smile over phone? What is correct posture while attending guest calls? What is standard phrase for any internal guest call? What should be the pitch of the voice while speaking to guests?

The behavior of your medical office staff on inbound and outbound calls can have a positive or negative impact on your business. Whether a receptionist is scheduling an appointment or a nurse is answering a question, excellent phone etiquette and customer service is required to prevent patient attrition and spread of negative word-of-mouth advertising.

Ask your staff to follow these seven rules of etiquette when dealing with patients, vendors, colleagues and others on the phone. Fast on the Phone Answer inbound calls as quickly as possible - before the third ring - to prevent a caller from thinking the office is understaffed. Too many rings is an unnecessary irritation in waiting patients and can create a negative office atmosphere. Impress upon your staff that everyone in the office should assist with this issue. Friendly and Professional Greet callers in a friendly, professional manner with the office and staff member name: “Good afternoon, Thousands of Smiles Dental office, this is Jacob. How may I be of assistance?” Smile during every call, as smiling can naturally improve the voice to make it seem more energetic and friendly.

Avoid eating or chewing gum while talking, as the noises can be most unpleasant for the person on the other end of the phone line. Appropriate Volume Speak in a low tone using moderate volume and speed to convey words in a clear, understandable way. Raise tone or volume to emphasize a point or clarify as the situation dictates.

For example, a staff member might raise the volume of his voice for an elderly patient who asks him to speak up. Polite Hold Ask a caller’s permission to place her on hold if necessary.

For example, after the greeting and determining the caller’s name, a staff member might say, “Mrs. Anderson, I'm assisting a patient on the other line. May I please place you on a brief hold? (waits for answer) Thank you. Please hold.”. Tip. Advise office staff to always check back with a caller on hold within a specific amount of time to reassure the caller that he hasn’t been forgotten.

Telephone Etiquette Training Powerpoint

If a staff member anticipates a long hold time, she should apologize for the continued hold and provide the caller with options such as leaving a voice-mail message, continuing to hold or calling back later. Although hold times vary by medical offices, callers might consider a hold time longer than 30 seconds without a hold message or music, or 90 seconds with a message or music, to be disrespectful. Plain English Use nontechnical language with patients instead of jargon or medical abbreviations, as a caller or call receiver might not understand medical terminology. If use of a medical term, phrase or abbreviation is necessary, ask staff members to offer a definition in context to clarify meaning. Of course, it's appropriate to use more technical language in conversations with a doctor, medical supplier, pharmaceutical representatives and so on. Attentive Listening Listen to the caller or call receiver attentively to determine the best way to assist and to show interest and concern. Advise staff members to take notes while listening, wait for the caller to finish speaking and repeat key points or ask questions to clarify the caller or receiver’s statements.

Satisfying Closure Close the call in a friendly, professional way instead of simply hanging up. For example, “Thank you. I will make certain the doctor gets your message. Goodbye.” or 'Mr.

Telephone Etiquette Training Manual Hotels

Smith, Is there anything else I can help you with? (waits for answer) You’re welcome. Thank you for calling and have a nice day.'

Advise office staff to always check back with a caller on hold within a specific amount of time to reassure the caller that he hasn’t been forgotten. If a staff member anticipates a long hold time, she should apologize for the continued hold and provide the caller with options such as leaving a voice-mail message, continuing to hold or calling back later. Although hold times vary by medical offices, callers might consider a hold time longer than 30 seconds without a hold message or music, or 90 seconds with a message or music, to be disrespectful. Tips. Advise office staff to always check back with a caller on hold within a specific amount of time to reassure the caller that he hasn’t been forgotten. If a staff member anticipates a long hold time, she should apologize for the continued hold and provide the caller with options such as leaving a voice-mail message, continuing to hold or calling back later. Harold jacobs geometry teachers guide.

Telephone Etiquette Training

Although hold times vary by medical offices, callers might consider a hold time longer than 30 seconds without a hold message or music, or 90 seconds with a message or music, to be disrespectful.