INFORMATION SHEET

TELEPHONE COMMUNICATION
Learning Objectives: After reading this information sheet, the student/ trainee should be able
to;
1. Place and receive telephone calls
2. Process restaurant reservation
3. Confirm details for special instruction/request
4. Develop telephone etiquette

Introduction
Talking with a customer on the phone can often be a difficult task.
Without seeing an individuals face, messages can become muddled and
meanings misinterpreted. To improve your telephone communication skills,
be sure to master the following tips:

1. Adopt a Positive Tone

Projecting an enthusiastic, natural, and attentive tone while on the
phone can help a customer feel comfortable during a conversation.
When you answer the phone, smile as you greet the person on the other
line. Although it may be a bit of a clich, a smile can truly be heard through
the telephone. Smiling as soon as you connect with the customer will begin
the interaction positively and create room for a productive and friendly
exchange.
Also, be aware of your vocal qualities throughout the call. Control your rate
of speech, your pitch, and your overall timbre. The average individual
speaks at a pace of 130 to 150 words per minute. Match this rate while on
the phone.
Anything faster will be difficult for the customer to understand while
anything slower will give the impression that you are slow and lazy.
2. Clear Enunciation

The ability to understand what someone is saying on the phone

separates a productive conversation from one filled with tension.
Whenever you are on the telephone, speak clearly. Enunciate and use
simple words and phrases. Dont employ overly complex vocabulary.
The last thing you want to do is confuse the customer on the line or make
them feel inferior. Also, avoid slang and filler words. Saying things like
dude, yeah, and um will detract from the quality of the interaction,
making constructive problem solving harder to attain. If you have a
tendency to use filler words such as um or like. practice taking a pause
instead.
3. Be Sincere
Starting with the greeting, conversations over the phone must be
sincere. Say hello and be genuine. Try to avoid scripted greetings
as most sound artificial and inauthentic.
Include the companys name, your name, and offer your assistance as soon
as you answer the phone. If youre receiving a transferred call or if youre
working on the switchboard, state the name of the department you are a
part of in order to give the client the appropriate information. Doing this will
ease the customer into the exchange and let he or she know that you are
calm and ready to help.
Once youre in the middle of the conversation, give the person on the other
end of the line genuine answers. Be sure to word these in a positive manner,
as you dont want to inject any negativity into the exchange.
Avoid phrases such as I dont know, I cant do that, or Just a second.
Specify how long completing a task will take, and state what you can do
rather than what you cannot.
Answering a customers questions with sincerity and positivity will
not only satisfy them by the end of the conversation but will also
help calm an angry caller.

4. Use the Name

As soon as you receive a customers name, use it.
Write down the individuals initials in order to monogram the call. This will
help you remember the clients name and will personalize the call for you.

While you should use the customers name, dont abuse it.
Include it naturally throughout the conversation. Also, dont be afraid to ask
them for the proper pronunciation. Most customers will appreciate this
gesture. Get the spelling correct, too.
Callers will value the personal touch you provide with a name.

5. Leave the Customer Satisfied

As with most things, finishing a conversation on the right note can
create lasting positivity and a satisfied customer.
In order to achieve a great ending to a telephone call, make sure that the
caller understands the information you passed along before you hang up.
Ask the customer, Is there anything else I can help you with? Answer any
final questions he or she may have to ensure complete comprehension and
satisfaction. Also, provide any information that the customer might need in
the future. If he or she needs to call back, share optimal contact times and
whom he or she should call.

Finishing a conversation in a positive manner can transform what

may have started as an angry phone call to a pleasant experience
for the customer.

MAKING A RESTAURANT RESERVATION

Special Requirements
Table by the window

Basic steps for a reservation

Table of 10

Name

Highchair

Number of guests

Allergies eg. Garlic

Date

Bottle of champagne on arrival

Time

Wheel chair

Special occasion eg. birthday

Birthday cake

Special requirements

Anniversary cake

Contact number

Personalized menu

Private room

RESTAURANT RESERVATION PHRASEOLOGY

Receptionist: Good (morning / afternoon / evening).
DONIE speaking. How may I help you?

EMERALD CAF,

Guest: Id like to make a reservation.

Receptionist: Yes Sir/Maam, for which day and for what time?
Guest: Its for Friday, the 24th, at 7 oclock.in the evening
Receptionist: How many diners will be in the party?
Guest: There will be four of us.
When you check the reservations book

Please excuse me, (name), while I check the reservations.

Please allow me to put your call on hold, while I check the availability.

Just one moment, please (name), while I see what we have available.

Returning to the caller

Im sorry to keep you waiting, (name).

Sorry to keep you on hold, (guest Name)

May I have your (mobile number), please?

Receptionist: I have a table for four available on the 24th at 7:00, Could I
have your name, please?
Guest: My last name is John. Thank you for the reservation.
Receptionist: May I have a phone number where we can reach you Mr.
John?
Guest: You can contact me at 046-7797982
Receptionist: Should you have any other request Sir?

Guest: Can we have a table by the window in a non-smoking section? I

want to be away from the kitchen, if possible.
Receptionist: Our restaurant is all non-smoking. We cant guarantee a
window table, but Ill note your preference.
Guest: Ok thank you.

Receptionist: May I please repeat the table reservation details, A table for
(4) ( on Sunday, 24 of October) at (7.00 p.m.) a window table and away from
the kitchen, in the name of (Mr. JOHN). And your (telephone number) is (0467797982). Is that details correct?
Guest: Yes, thats right.
Receptionist: Should you have any other request, please let us know.
Thank you very much for making the reservation Mr. John and we look
forward to seeing you then. Have a great day ahead.