When you are given dates always read the dates back to the guest to confirm the details. In the case of time use a 24 hour clock to ensure there are no discrepancies between mornings, afternoons and evenings. Phonetic alphabet Phonetic Alphabet A Alpha H Hotel O Oscar V Victor – – – – B Bravo I P Papa W Whisky – – – – C Charlie J Juliet Q Quebec X X-ray – – – – D Delta K Kilo R Y Yankee – – – – E Echo L Lima S Sierra Z Zulu – – – – F Foxtrot M Mike T Tango – – – G Golf N November U Umbrella – – – Use your voice effectively, including tone and volume Use your voice effectively. Some of us have more authoritative voices while others have quiet soft voices. Try to project a middle of the range voice The rate at you speak can affect your voice try not to be too slow or too fast – Speak directly into the mouthpiece. Adjust the headset to make sure it is suitable If your pitch is too monotone or too high it can be undesirable Keep your voice at a reasonable volume louder doesn’t mean clearer – Your tone should vary along with inflections but try to keep it sounding normal – Sit up straight and be comfortable in your working environment Your voice should reflect a professional image
When you are given dates always read the dates back to the guest to confirm the details. In the case of time use a 24 hour clock to ensure there are no discrepancies between mornings, afternoons and evenings. Phonetic alphabet Phonetic Alphabet A – Alpha B – Bravo C – Charlie D – Delta E – Echo F – Foxtrot G – Golf H – Hotel I – J – Juliet K – Kilo L – Lima M – Mike N – November O – Oscar P – Papa Q – Quebec R – S – Sierra T – Tango U – Umbrella V – Victor W – Whisky X – X-ray Y – Yankee Z – Zulu Use your voice effectively, including tone and volume Use your voice effectively. Some of us have more authoritative voices while others have quiet soft voices. Try to project a middle of the range voice The rate at you speak can affect your voice – try not to be too slow or too fast Speak directly into the mouthpiece. Adjust the headset to make sure it is suitable If your pitch is too monotone or too high it can be undesirable Keep your voice at a reasonable volume – louder doesn’t mean clearer Your tone should vary along with inflections – but try to keep it sounding normal Sit up straight and be comfortable in your working environment Your voice should reflect a professional image
TM_Receive_&_place_incoming_tel_calls_240912.docx