Adopt a telephone communication style that anticipates and satisfies the needs and expectations of your guests while building rapport, synergy and two-way trust.
Guests can usually form a judgment through one interaction with one individual. Dissatisfaction from guests can come from the neglect they feel if they’ve received a poor product or service, or if the treatment they receive during a telephone interaction is poor.
After completing this Sun is Life module, you will be able to:
- • Identify a telephone caller based on the Three Guest Types.
- • Prepare a script to answer calls from each of the Three Guest Types.
- • Discuss the 10-Point Guide to Telephone Courtesy.
- • Recall Telephone Dos and Don’ts and Phrases that Drive Guests Away.
- • Apple the Guest Experience Principle: Eliminate Negative Impressions.