Handle clients queries

1. ACTIVITY
•To start our lesson we're going to have an
activity first named "GUESS ME". So I have
some pictures that I flash on the TV screen
and you will guess it.

2. ANSWERING CALL

3. TRANSFERRING CALL

4. TAKING MESSAGES

5. HANDLING RUDE OR IMPATIENT CALLERS

6. FAX MACHINE

7. WHAT DO YOU MEAN BY
HANDLE CLIENTS?
• Consuming handling entails
listening and understanding the
clients’ needs and fulling the most
effective way.

8. WHAT DOES ANSWER QUERIES MEAN?
• A question that you ask because
you want information or because
you are not certain about it.
Have a query about
regarding/concerning something.

9. HOW DO YOU HANDLE AN ANGRY EXAMPLE?
• Stay Clam
• Be an active listener
• Personalize the interaction
• Acknowledge your customer’s emotion
• Use positive language
• Restate what they told you
• Build trust
• Thank them

10. WHY IT IS IMPORTANT TO HANDLE A
PROPER CLIENTS QUERY?
• Proper handling of customer questions and complaints directly
affects customer retention.
WHAT ARE THOSE TOOLS OR EQUIPMENT USE IN HANDLE THE CLIENT’S
QUERIES?
• Telephone
• Fax Machine
• E-mails etc.

11. HANDLING GUEST QUERIES
• Communicating effectively is important in housekeeping service. It is
must for a housekeeping attendant to be knowledgeable on how to use
the available communication tools at the workplace such as telephone,
fax machines, and e-mail. It is not the sole responsibility of the hotel front
desk staff to answer telephone queries, sometimes a housekeeping
attendants needs to know how to operate it. He or she should know the
local or extension numbers where to transfer calls. He or she needs to
memorize at least the most requested departments in the hotel or
otherwise, refer to the directory.

12. WHAT IS THE IMPORTANCE OF TELEPHONE
COMMUNICATION IN HOTEL?
• Telephone activity
often serves as the first
point of contact
between a hotel and
potential guests.

13. FAX MACHINE
• An image of a document made by
electronic scanning and transmitted
as data by telecommunication links.
• A machine for transmitting and
receiving faxes.

14. 1.Fax is scanned and
encoded by sending fax
machine.
2. Transmission happens
across telephone
network.
3. Fax is decoded and
printed by receiving fax
machine.

16. TELEPHONE
• Hotel phone systems (or
hotel PBX) is the systems that
typically manages all the
hotel’s internal and external
telephony communications
and it’s behavior.

17. E-MAILS
• Sending prompt e-mails helps elevate the
overall guest experience. E-mails keep the
channels of communication open with your
guest.

18. • Using phrases such as “thank you” and “please” are
essential in displaying a professional atmosphere.
• Listen actively and listen to others without
interrupting.
• Don’t make people dread having to answer their
phone or call your department.

19. ANSWERING CALLS
• Try to answer the phone within three rings.
- Answering a phone too fast can catch the caller off guard and waiting too
long can make the caller angry.
• Answer with a friendly greeting.
- (Example – “Good afternoon, Lehigh University, Telecommunications,
Lianne speaking, how may I help you?”)
• Smile 
- It shows, even through the phone lines: speak in a pleasant tone of voice
– the caller will appreciate it.

21. • Ask the caller for their name, even if their name is not necessary for the call.
- This shows you have taken an interest in them.
• If the caller has reached a wrong number, be courteous.
- Sometimes a caller is transferred all over campus with a simple question and the caller
gets frustrated. If, possible take the time to find out where they should be calling/to
whom they should be speaking.
• Use the hold button when leaving a line
- So that the caller does not accidentally overhear conversations being held nearby.
• When you are out of the office or away from desk for more than a few minutes,
forward your phone to voicemails.

22. MAKING CALLS
• When you call someone and they answer the phone, do not say “Who am
I speaking with?” without first identifying yourself:
(Example – “This is Lianne from Lehigh/Telecommunications. To whom am I
speaking?”)
• Always know and state the purpose of the communication with it.
• When you reached a wrong number, don’t argue with the person who
answered the call or keep them on the line. Say: “I’m sorry, I must have
the wrong number. Please excuse the interruption.” And then hang up.

23. • If you told a person you would call at a certain time,
call them as you promised. If you need to delay the
conversation, call to postpone it, but do not make the
other person wait around for your call.
• If you don’t leave a number/message for someone to
call you back, don’t become angry if they are not
available when you call again.

24. HANDLING RUDE OR IMPATIENT CALLERS
• Stay calm. Try to remain diplomatic and
polite. Getting angry will only make them
angrier.
• Always show willingness to resolve the
problem or conflict.
• Try to think like the caller. Remember, their
problems and concerns are important.

25. • If you are in a non-supervisory position: Offer to have your
supervisor talk to the caller or call him back if the caller persists.
• If you are supervisor: Be willing to handle irate callers. Speak slowly
and calmly. Be firm with your answers, but understanding.
Sometimes the irate caller just wants someone in a supervisory
capacity to listen to their story even if you are unable to help them.

26. PLACING CALLS ON HOLD
• Please consult Campus Cisco Phones and select your type of
phone under Telephone Feature Guides for Hold instruction.
• When putting a caller on hold, always ask permission.
Examples: “Would you mind holding while I check?” or “Can
you hold briefly while I see if Mr. Jones is available?” When
taking a caller off of hold, always thank them for holding.
• Sometimes you may have other lines ringing too. Remember
to write down the names of callers holding so you avoid asking
who the caller is holding for more than once.

27. TRANSFERRING CALLS
• Please consult Cisco Phones and select your type of
phone under Telephone Feature Guides for Transfer
Instructions.
• If the caller needs to speak to another person or
department, transfer the caller directly to the desired
person’s extension rather than the operator. This will
save the caller having to explain his/her requests
another time, and it will cut the number of times the
caller needs to be transferred.

28. • When transferring a caller, tell them who you
are transferring them to, and announce the
caller to the person you are transferring them
to.
• If the called party does not wish to take the
call, return to the caller (Example – “He/she is
out of the office, may I take a message or
would you like his/her voicemail?”)

29. TAKING MESSAGES
• Be prepared with pen and message slip when you answer the
phone.
• When taking messages be sure to ask for:
• Caller’s name (asking the caller for correct spelling)
• Caller’s phone number and/or extension (including area
code)
• If the caller is a student, ask for the Student ID# (if
appropriate)
• Repeat the message to the caller.

30. • Be sure to fill in the date, time, and your initials.
• Place the message slip in the called party’s inbox or in a
conspicuous place in their office, such as their chair.
• Don’t forget that you can transfer them to voicemail instead of
taking a paper message, but don’t forget to ask, “Would you
like me to transfer you to his/her voicemail? Do not assume
that the caller would rather go to voicemail. Always ask first.

31. ENDING CONVERSATION
There are several ways that you can end a long phone call
without making up a story or sounding rude:
• Leave the conversation open, and let the other party
end the conversation.
• Promise to finish your discussion at another time.
• End on an “up” note.

32. • Tell the person how much you’ve enjoyed speaking with him/her.
• Before hanging up, be sure that you have answered all the caller’s
question.
• Always end with a pleasantry such as: “Have a nice day” or “it was
nice speaking with you”
• As long as you are honest and polite with other person, you
shouldn’t have any problems getting off the phone and onto
something else.

33. VOICEMAIL ETIQUETTE
• Voicemail has many benefits and advantages when used
properly. However, you should not hide behind voicemail. If
callers constantly reach your voicemail instead of you, they will
suspect that you are avoiding calls. Following are some helpful
hints that will help you and your callers benefit from voicemail.

34. VOICEMAIL GREETINGS
• Record your own personal greeting: try to avoid using the standard
default greeting or having another person record your greeting. People
tend to feel that they have already lost the personal touch because of
voicemail. If a female voice says that “John Doe is not available”, the caller
will not be convinced that you listen to your voicemail.
• In your greeting, include your name, department and date so that people
know they have reached the correct person.

35. - Note: If you know that you will be on vacation for a few days or leaving the
office early or have different hours temporarily, you should record an extended
absence greeting to let callers know this. Callers will know not to expect a
callback for a few hours or a few days. (Please consult voicemail info for
information on recording voicemail greetings.)
• You have to select an attendant yourself, it is not done automatically;
- Notify Telecommunications Services at x85300 with the extension to which
your calls should go. Try to select someone who would know your schedule
and be able to take messages for you-such as a coordinator, receptionist or
assistant.

36. • Use the attendant feature! This feature allows the caller to reach
another person in your department from your voicemail. For example, if
you were out of the office on a Friday and a caller needed an answer
immediately, the caller could dial 0 while listening to your voicemail
message and be transferred to someone else in your department.
• If your greeting is rather long, you might consider informing callers
of the option to press # (unless you have extended absence greeting
record) to bypass your message and to start recording their message to
you.

37. • When you leave for the day or will be away from your
desk for an extended period of time, forward your line to
voicemail using the call forward feature as a courtesy to
callers.
- Call forwarding means that your callers don’t have to wait
through an entire ring cycle (4 rings) before leaving a voicemail
message for you. (Please consult Campus Cisco Phones and
select your type of phone under Telephone Feature Guides for
Call Forwarding Instructions. )

38. CHECKING MESSAGES/RETURNING CALLS
• Check your messages daily and return messages within 24 hours. If it will
take longer than 24 hours, call the person and advise him/her. Callers
should feel comfortable that you are checking your voicemail daily.
• Reply, forward, or delete messages immediately. Keep your mailbox clean
• If you forward a message, be sure to explain to the person to whom you
are forwarding the message why you are sending it to them. ( Please
consult Campus Cisco Phones for information on Checking voicemail and
message review options.

39. LEAVING VOICEMAIL MESSAGES
• Speak clearly and slowly.
• Be sure to leave your name and extension number. It’s best to say it at
the beginning and end of your message.
• Leave the date and time you called in the message.
• Let the person know the best time to call you back.
• Keep the messages short and to the point. Cover topic in one
message; specify what you want to leave the person you are calling
with a good impression of you. (Please consult Campus Cisco Phones
for information on sending voicemail.

40. What are the special skills required for
managing telephone?
• Effective telephone skills are predicated on strong
communication skills. The four major means of
communication are speaking, reading, writing, and
listening-with listening being the most important part.
Listening involves sensing, interpreting, evaluating and
responding.

41. Why it is important to handle clients’ queries through any
means of communication?
• Communication is not just part of communication
service; it is the most important part of the customer
service require listening to a customer’s needs and
listening her how you plan to meet those needs-in
other words, communicating with your customer.

42. •What was the important things you
have learned today?

43. Make a comic strip that shows the
different ways handling clients
queries