Transcript Theory - Winchcombe School Student Services and Resources

Communication &
record keeping
Types of communication
Verbal
Written
Telephone
Fax
ICT
Giving instructions to others, talking to
clients, taking messages
Confirmation of bookings, memos,
promotions, letters
Taking message, giving responses
Information, ordering, newsletters,
internal memos
Staff rotas, bookings, accounts,
invoices, room management, booking
events and functions, orders, stock
control
Qualities to communicate well
To communicate well, staff should:
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Be friendly
Be smart
Be clean
Have good verbal communication skills
Have good written skills
Be able to use ICT effectively
Communicating by telephone
First impressions count and have a big impact
on the customer.
Training to answer the phone:
• Transfer calls
• Place callers on hold
• Arrange conference calls
• Sell products and services
• Page other staff
• Connect calls, both internally and externally
• Make calls
Communication equipment
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Single and multiple line telephones
Email and the internet
Answering machines
Fax machines
Mobile phones
Pagers
Switchboard and extensions
Telephone procedure
• Answer the call promptly – 3-6 rings
• Pick up the phone with a smile (friendly voice)
• Start with a polite greeting
e.g. ‘Good Morning’
• Identify the establishment
e.g. ‘The Royal Hotel’
• Identify yourself e.g. ‘This is Judy’
• Ask how you can be of assistance
e.g. ‘How may I help you?’
Reasons for phoning an establishment
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Making a booking
Finding out about the facilities
Make a complaint
Make general enquiries
Report a security risk
Arrange an appointment
Request room service
Arrange delivery of goods
Telephone manners
We should remember to:
• Speak clearly
• Be courteous
• Establish the reason for the call
• Pay attention to what the caller is saying
• Transfer the call to the appropriate
department
• Pass messages on promptly
• Be professional at all times
Types of questions
Open
closed
reflective
To obtain information – why, what,
how & when
To ensure that you obtain the
correct information – how many
would you like?
To ensure that you have the correct
information – so that is a table for
four, at seven o’clock this evening?
Customer service
You can help to achieve this by:
• Having a good knowledge of the products and
services your establishment offers
• Having a good knowledge of personnel and job
roles, to enable you to pass the information to
the correct person
• Relaying messages promptly
• Handling calls efficiently and courteously