Unit 4: Explaining Hotel Services to Guests and Providing Information

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Hotel TEACH Lesson Plan Unit 4, Lesson 3 Customer Service on the Telephone Objective To answer a telephone in a correct manner, help or direct the caller to the appropriate person and close the call. EFF Standards Industry Standards Speak so Others Can Understand: Organize and relay information to effectively serve the purpose, context, and listener. Listen Actively: Monitor comprehension, adjusting listening strategies to overcome barriers to comprehension. Act with Professionalism & Integrity Communicate with Others Activity 1 T tells Sts that they will start lessons on telephone skills. T asks Sts: How many people have experience using the phone at work to speak to the guests? What do you need to keep in mind? Example: Be polite Say your name T then puts Sts into small groups with a stack of Telephone Talk discussion cards (see Telephone Talk Cards 1 & 2). A St draws the top card and reads the question to the group. The group discusses the card and then comes up with answers. Then the St passes the deck to the next St, who asks the next question. Some of the questions have answers, according to the Telephone Doctor (see suggested answers, last page). T reviews answers with class by asking questions from cards. T guides Sts to appropriate answers (according to Telephone Doctor* & AHLA guidelines). Activity 2 T asks Sts to answer the following question: What are your “pet peeves,” or things that make you angry when you call a place of business? Examples of student pet peeves: • The phone rings for a long time before someone answers.. • Customer service representative not knowing the right person to direct the question to. • Eating while on the phone. • Customer service representative is rude. Project Hotel T.E.A.C.H Curriculum Center for Immigrant Education and Training 110 LaGuardia Community College
• Customer service representative puts person on hold without warning saying anything. • Giving excuses or saying, “It’s not my job.” T asks Sts to suggest good ways to answer the phone: • Answer on the first or second ring. • Help the person. • Don’t transfer all over the office. • Be polite. T plays the Telephone Doctor video, “Basic, Basic Telephone.” T asks Sts to listen for the following parts of a conversation (see six sections, below) and plays each section. Afterward, Sts dictate dialogues back to the T, who writes dialogues on the board. (If you can’t get this series, have Sts brainstorm the language for the following situations. Sts identify the components for each and then compare with Telephone Techniques, Handout 2, to see if they missed anything.) 1) Answering a business call 2) Putting a caller on hold 3) Using the customer’s name in a conversation 4) Giving spoken feedback signals T asks Sts to write down the different feedback signals they hear: 5) Taking a message T asks Sts to listen for the three tips on taking accurate messages: 6) Controlling conversation T asks Sts to write down the questions the employee asks the customer: 7) Closing the conversation T asks Sts to write down the dialogues used to close a conversation and other valuable phrases used to close a conversation. * The Telephone Doctor series is available through this website: http://www.telephonedoctor.com/ Project Hotel T.E.A.C.H Curriculum Center for Immigrant Education and Training 111 LaGuardia Community College
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Page 3 and 4: Positive attitude and personality T
Page 5 and 6: • Shake hands with them • Dress
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Page 9 and 10: In small groups, Sts consider these
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Page 15 and 16: as a class, we came up with rules s
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Page 21 and 22: Suggested Answers for Handout 1 Tal
Page 23 and 24: Apologize & Acknowledge the caller
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Page 27 and 28: T passes out Handout 2; Sts listen
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Unit 4: Explaining Hotel Services to Guests and Providing Information

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