Communicate in English on the telephone D1.LAN.CL10.04 Trainee Manual Communicate in English on the telephone D1.LAN.CL10.04 Trainee Manual Project Base William Angliss Institute of TAFE 555 La Trobe Street Melbourne 3000 Victoria Telephone: (03) 9606 2111 Facsimile: (03) 9670 1330 Acknowledgements Project Director: Wayne Crosbie Chief Writer: Alan Hickman Subject Writer: Quentin Derrick Project Manager/Editor: Alan Maguire DTP/Production: Daniel Chee, Mai Vu, Jirayu Thangcharoensamut © William Angliss Institute of TAFE 2012 All rights reserved. No part of this publication may be reproduced, repackaged, stored in a retrieval system or transmitted in any form by any means whatsoever without the prior permission of the copyright owner. This booklet was produced by William Angliss Institute of TAFE to be used as resource material. Disclaimer Every effort has been made to ensure that this booklet is free from errors or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. William Angliss Institute of TAFE is not responsible for any injury, loss or damage as a result of material included or omitted from this course. Information in this module is current at the time of publication. The time of publication is indicated in the date stamp at the bottom of each page. Some images appearing in this resource have been purchased from various stock photography suppliers and other third party copyright owners and as such are non-transferable and non-exclusive. Additional images have been sourced from Flickr and are used under: http://creativecommons.org/licenses/by/2.0/deed.en http://www.sxc.hu/ File name: TM CommunicateInEnglishOnTheTelephone 121211Q[1]AMedit KT 190312.docx Table of contents Unit description ................................................................................................................... 1 Assessment matrix ............................................................................................................. 3 Glossary .............................................................................................................................. 7 Element 1: Take general enquiries by phone ..................................................................... 9 Element 2: Respond to customer requests or orders ....................................................... 31 Element 3: Make calls to place orders .............................................................................. 55 Element 4: Handle customer complaints .......................................................................... 67 Element 5: Make complaints ............................................................................................. 97 Presentation of written work ........................................................................................... 109 Recommended reading .................................................................................................. 111 Trainee evaluation sheet ................................................................................................ 113 © ASEAN 2012 Trainee Manual Communicate in English on the telephone Unit description Unit description This unit deals with the skills and knowledge required to Communicate in English on the telephone in a range of settings within the hotel and travel industries workplace context. Unit Code: D1.LAN.CL10.04 Nominal Hours: 60 hours Element 1: Take general enquiries by phone Performance Criteria 1.1 Answer phone within stipulated number of rings 1.2 Give appropriate greeting for the time of day 1.3 State own name and/or company name 1.4 Use clear diction 1.5 Establish nature of enquiry 1.6 Ask questions to establish customer‟s needs Element 2: Respond to customer requests or orders Performance Criteria 2.1 Confirm customer‟s requests or orders 2.2 Check availability of bookings, if applicable 2.3 Note customer‟s details and ask customer to spell name and address, if appropriate 2.4 Reconfirm details of bookings, requests or orders 2.5 Thank the customer and say goodbye politely Element 3: Make calls to place orders Performance Criteria 3.1 Identify self and state purpose of the call 3.2 Enquire about availability, delivery times and dates and costs, as appropriate 3.3 Agree to terms and conditions 3.4 Thank the supplier and say goodbye politely © ASEAN 2012 Trainee Manual 1 Communicate in English on the telephone Unit description Element 4: Handle customer complaints Performance Criteria 4.1 Listen to the nature of the complaint 4.2 Acknowledge details of the complaint 4.3 Respond to the complaint explaining the process to be taken to deal with it and obtain the customer‟s agreement to the process 4.4 Take action within parameters of job role to resolve the complaint 4.5 Refer the complaint to a supervisor if necessary 4.6 Follow up by completing all necessary paper work Element 5: Make complaints Performance Criteria 5.1 Identify self and reason for calling 5.2 State facts about a problem or situation 5.3 State calmly how the problem or situation may be resolved. © ASEAN 2012 2 Trainee Manual Communicate in English on the telephone Assessment matrix Assessment matrix Showing mapping of Performance Criteria against Work Projects, Written Questions and Oral Questions Work Written Oral Projects Questions Questions Element 1: Take general enquiries by phone 1.1 Answer phone within stipulated number of Refer to rings 1.1 activities in 1 1.1 1.2 Give appropriate greeting for the time of day Refer to 1.2 activities in 2 1.2 1.3 State own name and/or company name Refer to 1.2 activities in 3 1.3 1.4 Use clear diction Refer to 1.2 activities in 4 1.4 1.5 Establish nature of enquiry Refer to 1.2 activities in 5 1.5 1.6 Ask questions to establish customer‟s needs Refer to 1.2 activities in 6 1.6 Element 2: Respond to customer requests or orders 2.1 Confirm customer‟s requests or orders Refer to 2.1 activities in 7 2.1 2.2 Check availability of bookings, if applicable Refer to 2.2 activities in 8 2.2 2.3 Note customer‟s details and ask customer to Refer to spell name and address, if appropriate 2.3 activities in 9 2.3 2.4 Reconfirm details of bookings, requests or Refer to orders 2.1 activities in 10 2.4 2.5 Thank the customer and say goodbye politely Refer to 2.1 activities in 11 2.5 © ASEAN 2012 Trainee Manual 3 Communicate in English on the telephone Assessment matrix Work Written Oral Projects Questions Questions Element 3: Make calls to place orders 3.1 Identify self and state purpose of the call Refer to 3.1 activities in 12 3.1 3.2 Enquire about availability, delivery times and Refer to dates and costs, as appropriate 3.1 activities in 13 3.2 3.3 Agree to terms and conditions Refer to 3.2 activities in 14 3.3 3.4 Thank the supplier and say goodbye politely Refer to 3.1 activities in 15 3.4 Element 4: Handle customer complaints 4.1 Listen to the nature of the complaint Refer to 4.1 activities in 16 4.1 4.2 Acknowledge details of the complaint Refer to 4.1 activities in 17 4.2 4.3 Respond to the complaint explaining the Refer to process to be taken to deal with it and obtain 4.1 activities in 18 the customer‟s agreement to the process 4.3 4.4 Take action within parameters of job role to Refer to resolve the complaint 4.1 activities in 19 4.4 4.5 Refer the complaint to a supervisor if Refer to necessary 4.2 activities in 20 4.5 4.6 Follow up by completing all necessary paper Refer to work 4.2 activities in 21 4.6 Element 5: Make complaints 5.1 Identify self and reason for calling Refer to 5.1; 5.2 activities in 22 5.1 5.2 State facts about a problem or situation Refer to 5.1; 5.2 activities in 23 5.2 © ASEAN 2012 4 Trainee Manual Communicate in English on the telephone Assessment matrix Work Written Oral Projects Questions Questions 5.3 State calmly how the problem or situation may Refer to be resolved 5.1; 5.2 activities in 24 5.3 © ASEAN 2012 Trainee Manual 5 Communicate in English on the telephone Assessment matrix © ASEAN 2012 6 Trainee Manual Communicate in English on the telephone