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Ring Ring…”Hello. Thank you for calling Pizano’s. I’m George, may I ask your name? Audrey, how may I help you today?”
Answering the telephone may sound simple but did you know that one rude or inexperienced person answering the telephone could turn away thousands of dollars in business? Just because phone contact is not face to face does not mean that delivering unsurpassed guest service is a lesser priority. A well-trained staff that answers the phone professionally will make callers feel welcome and therefore, encourage repeat business and earn the patronage from new guests. Here are some tips you can share with your staff to help them become phone experts.
Phone Answering Guidelines:
Be polite and courteous to every caller—even if they are not buying a product. You never know the networking ability your callers possess—even if they are not paying guests. Because of your professionalism, maybe one day their neighbors or friends will become valued guests. Here are some of the reasons people will call your establishment:
- Obtain company information (directions, menu, hours of operation, procedures, gift certificates, etc.)
- Obtain an order (supplier call)
- Inquire about a job position
- Conduct an employment background check
- Sell a product/service
- Conduct a survey
- Place an order
- Page a guest
- Make reservations/banquet accommodations
- Voice their feedback
Answer the phone immediately. If you wait for more than three rings, you may risk losing a caller to a competitor
Deliver an enthusiastic greeting. Delivering an enthusiastic greeting is key in establishing a positive first impression with your guest. An energetic greeting with an upbeat voice will set the tone for the entire call. At a minimum, the greeting should include: thanking the caller, stating your company name, introducing yourself, and offering your assistance. Depending on your operation, you may also want to mention your specials or make a suggestion.
For Example:
- Good Morning…
- Good Afternoon…
- Good Evening…
“Thank you for calling Pizano’s…home of the Red Hot Popper Pizza. This is Susan, may I ask your name? Carlos, how may I help you this evening?”
Louis Pappas, owner of Louis Pappas Market Cafe of Tarpon Springs, Florida, knows the importance of training his staff in proper phone etiquette. He agrees, “The phone is often the guest’s first contact with us and creates their first impression of our establishment…the energy behind the voice is what sells you.”
Avoid placing callers on hold unless you must. When placing them on hold, be courteous and ask: “May I place you on hold?” Do not place callers on hold for longer than 30 seconds. If you cannot service them within the 30-second period, let them know you will be right with them.
Win over callers by communicating effectively with your voice. Since 15% of your message is communicated through the actual words you use and 85% through the quality of your voice, tone and inflection are very important. Be aware of how you come across on the telephone. Since you do not see callers face to face, it can be challenging to rely only on your words and your voice. To show confidence, project your voice and use an energetic, upbeat tone. Try smiling when you are talking—a smile on your face will stimulate a positive attitude and make for a welcoming call.
Be an effective listener. Ask the right questions to help expedite the call and/or clarify the order.
Speak clearly and articulate your words. Do not use filler words like yah, nope, uh-huh, etc. Use polite words such as: please, thank you, excuse me, good morning, good afternoon, good evening, would you prefer, may I offer, certainly, and please let me verify.
Jot down important information when taking messages. Make sure to legibly and accurately jot down the following information:
- Name
- Call-back number(s)
- Date
- Time
- Complete message
Be patient—even if you find that you have answered the same questions with other callers. Remember: you are answering it for the first time for them. If you do not know the answer to their question, always find out and follow up.
Use the caller’s name whenever possible. A person’s name is the single most important action you can take to make someone feel valued. You may be able to get their name from computer records taken from past orders or by asking them for their name in your initial greeting. Always address the guest by the name they introduce themselves to you. For example, “Ms. Brown” or “Steven.” If you absolutely cannot get their name, use “Sir” or “Miss.”
When on the phone, do not ignore walk-in guests. Use head nods or hand gestures to signal recognition. If necessary, politely place the caller on hold and acknowledge the walk-in promptly. Let the caller know you will be right with them. On the other hand, if you are talking with a walk-in guest and the telephone rings, excuse yourself politely and let the walk-in know you will be right with them.
Refer non-typical requests or unfamiliar situations to your manager. For example, very large orders, party arrangements, and upset or dissatisfied guests should be brought to your manager’s attention.
Thank the caller. Always show your appreciation by using the caller’s name when thanking them.
For example: “Mr. Johnson, thank you for calling.” Depending on the nature of the call, you may thank them for their feedback or for their order.
Bid farewell. For an extra-special touch, after thanking the guest, end the conversation with a pleasant farewell.
For example: “Have a great day and call us again soon.”
Use the phone for business purposes and emergencies only. Tying up the phone talking with friends can mean thousands of dollars in lost business.
Implementing the above tips will encourage existing guests to return and generate business from new guests. So, be prepared the next time the phone rings and train your staff to put their best foot forward, smile, and take advantage of a tremendous marketing opportunity.