BUS605: Strategic Project Management

Communicating on the telephone can be more difficult than speaking in person because many of the non-verbal cues are missing. When dealing with guests and other outsiders, it is particularly important to create a good first impression of your business. This first impression is created almost solely by your voice. For example, if you pick up the phone and bark "Yo" into the receiver, the caller is likely to be put off by your offhand manner and tone of voice. The caller may wonder whether he or she has reached the right number.

To communicate effectively on the telephone, follow these tips:

• Answer the phone quickly, within three rings.
• Use a pleasant tone of voice when answering telephone calls. Avoid sounding harried, angry, or distracted.
• Greet the caller and identify the business and yourself. For example, you could say "Pleasant Stay Hotel kitchen. Carl speaking".
• Keep a message pad and pen handy when you take calls.
• Do not carry on a conversation with someone else while you are on the phone. If it is necessary to speak to someone else, excuse yourself or offer to call back at a more appropriate time.
• If there is an uncomfortable pause on the other end of the phone, ask for clarification: "Is there anything else I can help you with?"
• Summarize the conversation at the end. For example, if you have taken a reservation for dinner, you might say, "I've made a reservation for February 12 at 7:00 p.m. for eight people under the name of Smith".
• If you have to put someone on hold, ask the person to hold and wait for a response.
• Return to calls placed on hold quickly, and thank the person for waiting.
• If you have to transfer the call to someone else, explain that you are transferring the call to a person who can help and state the name of the person to whom you are transferring the call. Give the person to whom you are transferring the call a brief summary of the caller's request so that the caller does not have to repeat the request.
• Be prepared when you make calls. Have a plan of what you will say. Have everything you need for the call at your fingertips. For example, if you are phoning in an order to a supplier, make sure that you have the restaurant account number, a list of the items you require, order numbers, the quantity needed, and other information beside you when you call.