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📞 Unit Focus: Communicating on the telephone in hotel and travel industries.

📞 Responding to Incoming Calls:

• 1. Answer calls properly.
• 2. Offer friendly assistance.
• 3. Repeat call details to the caller.
• 4. Transfer calls appropriately.
• 5. Delay messages accurately.
• 6. Report suspicious phone calls.
• 7. Control your tone and process.

📞 Making Telephone Calls:

• 1. Obtain correct telephone numbers.
• 2. Establish the purpose of the call.
• 3. Use telephone equipment correctly.
• 4. Communicate your name, company, and reason for calling.
• 5. Be polite and courteous at all times.

📞 Example Call Scenario:

Answer the phone within 3 rings and greet the caller professionally.

📝 Important Tips:

• 1. If you say you will call back, do so as soon as possible.
• 2. Politely ask for the caller's name if unsure.
• 3. Satisfy guests with proper information.
• 4. Avoid answering with just "hello" or "yes."
• 5. Do not make small noises during the conversation.
• 6. Avoid giving vague responses about someone's availability.
• 7. Asking the caller to repeat details can be annoying.

🌟 Conclusion: Today, we learned about communicating on the telephone. Thank you for watching, and see you in the next video!