Telephone Manners And Decorum

1. TELEPHONE
MANNERS AND
DECORUM
TALHA ALI
AREEB SHAH
AHMED KHALID

2. Introduction:
Telephone call is one of the most widely used tool in
hotel industry.
● Representing our self.
● Create impression.
● Manner in our voice.

3. Telephone Manners:
● Phone should be answered within three rings.
● Smile even though you are on the telephone.
● Sit or stand up straight.
● Use a low voice pitch.
● Match your speaking rate to the caller’s.
● Avoid extremes in volume.

4. Standard Phrase:
● Always answer with a greeting.
● Always identify your hotel name and yourself.
● Keep a courteous and audible tone.
● Listen to the guest carefully.
● Don’t interrupt the guest.

6. Importance:
● The objectives of the call is met
● Customers are happy with interaction
● Positive image is formed
● Shows professionalism
● Company’s reputation is enhanced
● There is positive word of mouth

7. Do’s & Don’ts:
● Do find the right environment
● Don’t start a call in the wrong way
● Do speak clearly and hold the slang
● Don’t neglect a caller on hold
● Do make useful notes throughout
● Don’t forget to confirm everything before ending the
call

8. Conclusion:
● The basic skills of business communication can be
mastered.
● Politeness should be the foundation of all
communication.

9. Thank you