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Business English (57)

You are the customer relations executive at Grand Sheraton and a guest comes in with his young son and elderly parents. Kids are cute and adorable but they do create a lot of commotion. On the other hand, when you have elderly guests, there are certain special requirements that you need to fulfill. With your fluent English speaking skills, you can manage and service the customers such that they do not face any inconvenience. Keep the below things in mind before proceeding.



Things to keep in mind


1. Keep other customers in mind

There is a chance that other guests may be inconvenienced with the antics of the kids and special assistance needed to look after elderly persons. While catering to their requirements, you need to ensure that other guests are not inconvenienced unnecessarily. While most of them may be reasonable, there might by members who are short-tempered.

2. Treat them as their own

Guests tend to patronize those hotels that take good care of their loved ones. Make the guest feel that their family presence is valued in the hotel. Make use of every facility available to ensure that the guests, kids and elderly persons have a good time in your hotel. Convey to them in fluent English that your hotel has every amenity available to make them comfortable and relish their stay.



Sample Conversation:


Situation: A guest walks in with his son, who is a toddler, and his elderly father.

You: Welcome to the ABC hotel Sir.

Guest: Hi, is my reserved room ready?

You: Yes Sir. That's a cute kid you have there.

Guest: Thanks. But he really is a devil. I was wondering, as you can see, my father is quite old and needs special care and assistance. Is your hotel having any senior facilities?

You: Definitely Sir. For special cases like yours, we have specialized attendants who are trained to deal with senior individuals. We even have an in-house expert doctor for any medical emergencies. Rest assured, your father would enjoy his stay here.

Guest: That's great! Do you have any special playing areas for young kids? How safe is your hotel for kids his age?

You: Of course Sir. We do have special areas where kids of his age can play. The hotel lockers are child proof and we have cartoon channels for him to enjoy. He can even make new friends in the playing area.

Guest: That's wonderful. I am really glad that I selected this hotel. Can I have my keys?

You: Our pleasure Sir. Here they are!



The above sample conversation will help on how to deal with guests who have small kids and require special assistance. By conversing with them in fluent English, you can convey to them the professionalism and customer friendliness of your hotel. However, maintaining proper language standards is essential as guests from different countries can visit your hotel. Strive for complete English perfection with the help of an online English tutor. You can also practice such conversations with your friend for increased confidence.

About eAgeTutor:


eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve english in an all-round manner. Assignments and tasks based on a well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English speaking courses or to experience the wonders of the virtual classroom, fix a demonstration session with our online english tutor.

- By Monika Agarwal

Related Topics:

1. How to participate in a Group Discussion?
2. 5 Negotiation tips and tricks.
3. How to motivate a disinterested customer to buy?
4. 10 Mistakes to avoid as a retail sales representative.
5. How to make a sales pitch?

Thursday, 21 November 2013 09:37

How to explain charges to a guest?

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As a hotel staff, you would come across numerous types of clients that walk into your hotel for a reservation. Some of which would be business tycoons, and the others visitors or tourists. You might come across a handful of guests that would speak in a different language than your own; however, a maximum number of them would definitely speak in English. Therefore, it is extremely important for you to speak in fluent English and keep your English communication skills at its ace.



When a guest approaches you for a word, it's extremely important that you welcome them with a warm smile. Make them feel comfortable and go ahead with the formalities of check in as soon as the guest is ready to proceed. At this point, it is also crucial to lay the facts accurately and precisely.  Give them in writing about the hotel's billing policy and other significant facts. While doing so there are three crucial aspects to keep in mind:

1. Politeness: While explaining the billing policy, be polite and cultured. Understand the fact that 'charges' is quite a sensitive term and hence, the route of explaining it too should be well thought of and simple.

2. Clarity: You are the first point of contact with the hotel and hence are required to ensure you have the clarity and supremacy of communication. Stress on communicating the finer details to the guest, related to charges that will be applicable. In addition, do make sure to spell out the complimentary goodies while check-in.

3. Warm smile: Talking about the charges isn't something that is very favorable from the guest point of view. So, very tactfully approach the guest about the same with a smile. Make sure to keep that warm smile throughout the conversation and help your guest understand the overall billing concept of your hotel.

When you are the front desk, you will have to go conduct a string of conversations throughout the day. The question is... Are your spoken English communication skills impressive enough to meet the needs of the hotel?



A conversation example to help you understand and tackle the situation effectively:


Situation:

You're seated at the front desk and a business guest enters. As soon as you exchange pleasantries, he begins to ask you about your hotel's charges. How should you carry the conversation forward?

You: Good Morning Sir. Welcome to XYZ Luxury Hotel! Hope you've had a great flight. (Only if the guest has entered with his bags, ask him about his flight journey)

Guest: Good Morning. Oh yes, I've had a good flight. Thank you.

You: Sir, Do you have a reservation with us?

Guest: Well, no. It was a sudden plan of action. Do you have a room available?

You: Just a moment Sir. I will check.

(A few seconds later...)

You: Yes Sir. A room for one or two?

Guest: For one please.

You: Sure.

Guest: Before heading up to my room, could you please assist me with the format of charges followed here? It's my first stay at your hotel, so I am not well acquainted with the principles.

You: My pleasure, sir. You would be charged for the room, the lunch, the dinner and if you have any special orders besides the basic complimentary then we charge you for the same.

Guest: That sounds fair enough.

You: The good news is that we provide you with a complimentary welcome drink, alcoholic/ non- alcoholic, depending on your preference that awaits you in your room. Besides that, we offer a free of cost breakfast throughout your stay with us and one spa session that you can enjoy, as and when you find the time.



Guest: Wow! I have never been extended so many goodies in any hotel that I stayed in.

You: Well Sir, we believe in keeping our guests happy and ensuring they have a relaxing and rejuvenating stay with us!

Guest: I am sure you're doing a good job.

You: We certainly work towards that. Your bags have reached your room; the bellboy will escort you to the room. Hope you have a great stay with us.

Guest: Thank you so much. The service is proactive and I already love it!

That's it! You've been forthcoming about your hotel's charges, maintaining a politeness throughout the conversation. Simple, precise and informative is the route you need to adapt. Maintain an English speaking fluency and convey your message across with a soft, welcoming smile.

About EAgeTutor:


eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based on a well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English speaking courses or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

Related Topics:

1. How to place an order in a fast food restaurant?
2. How to take orders in a restaurant?
3. How to converse at the front desk?
4. How to deal with complaints in the Hotel Industry?
5. How to welcome and see off your guests?

Thursday, 21 November 2013 06:48

Top 10 tips for an effective meeting

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You are the manager of an electronics manufacturing major and you need to conduct a sales review meeting. You are looking for ways to conduct the meeting smoothly, accurately and in optimal time. Even after pondering for hours, you are unsure on how to proceed. Meetings conducted in professional English tend to be more productive. So read on to find 10 tips for an effective meeting in fluent English.



Top 10 Tips for an effective meeting 


1. Identify needs

The primary reason for a meeting failure is often they are conducted for unnecessary reasons. Hence, it is very important to identify whether the meeting is really required. You can ask yourself or the colleagues these questions.

Example:

"Do you guys think we should conduct a meeting to organize our sales structure?"

2. Identify Objectives

Every meeting conducted should have an objective. The objective will help you to identify team goals. If you want to conduct a sales review meeting, then the objective would be to maximize the sales revenue. The objective can be easily identified through mutual discussion amongst your colleagues.

Example:

"What will we achieve by this team meeting?"

"What is the purpose of conducting this team meeting?"

3. Stay on topic

Many a times, people tend to go off track in meetings, which leads to a total waste of time. Hence, it is very important to stay on track in a meeting. Redirect the conversation if you feel the talk is missing the point. Use the following dialogues:

Example:

"I think the discussion is going off track. Let's come back on the topic."

"Please focus on the main points."



4. Include everyone

In a meeting, everyone should contribute their views and points. Sometimes, you need to encourage people to speak their minds. When everyone contributes, it leads to a well-rounded discussion that could be very meaningful. You can say:

Example:

"Ramesh, what are your thoughts on this?"

5. Make it humorous

A serious discussion is very boring. By bringing in humor, the situation lights up and people relax. This does not mean that you have to turn it into a comedy central show, but a few light moments won't hurt.

6. Plan ahead

A meeting is a good opportunity to plan the next steps. In case of a sales review meeting, you can always decide what steps or campaigns need to be undertaken to ensure the sales flow remain stable. Meetings help you to identify the future path to success.

Example:

"What are the steps we should take to ensure more stores accept our product?"

7. Take notes

In any meeting, taking notes is very important. No matter how sharp your memory is, important details are bound to skip during hours-long meetings. Notes help you keep track of things and important points.

8. Review

Meetings often need to be reviewed. The action items decided in the previous meeting should be analyzed and reviewed at the next meeting. This helps in a flow of ideas and steps.

9. Improve

Always think about how your meetings can be improved. You can always experiment and bring in new features in your meetings.

10. Infrastructure

Before conducting a meeting, ensure that the IT systems and software are running properly to avoid any technical glitches and delays.



For effective team meetings, improve your spoken English with the help of an online English guide. Be an able meeting facilitator.

About eAgeTutor:


eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based on a well researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English speaking courses or to experience the wonders of the virtual classroom, fix a demonstration session with our online English tutor.

- By Monika Agarwal

Related Topics:

1. How to Greet your Boss/ People in Office?
2. How to Ask Your Boss for Help in Your Work?
3. How to Talk to Your Boss to Change Your Department?
4. How to impress the interviewer and answer effectively in an interview?
5. How to Describe Your Family?

Thursday, 14 November 2013 07:21

How to take orders in a restaurant?

Written by

A waiter's job profile requires him/her to be attentive, alert and flashing a positive smile throughout. Why? Well, that's because... the waiter here plays the face of the restaurant. It is his/her responsibility to ensure that the customer has a ball of a time. This requires the service to be efficient and the communication flawless. A known fact is that waiters usually are not handed over a script to follow. However, they do often resort to a range of phrases that helps them to communicate well with the customer. Hence, the way they converse with the guest is vital, as it is this string of communication that helps enhance a guest's overall restaurant experience.



English communication for hotel staff:


Waiters and servers are the attendants in a restaurant and are the key link to ensure that a guest enjoys a gala time and revisits the outlet time and again. As a waiter, it is your communication skills that will play a critical role. A well-spoken waiter is a definite asset in the hospitality industry.

Whether a good restaurant or just a local fast food joint, it is important for every serving staff to be able to speak in fluent English. Here is where your English communication skills are required to be at its sound best. The below mentioned conversation sample should work well in explaining to you, 'What a well-spoken English waiter/waitress could offer to a guest/ customer?' Read on...



Conversation Sample for a waiter:

Situation:

Graham has reserved a table for dinner and walks into this sophisticated diner with his fiancée and both their families.

Manager: Good Evening sir.

Graham: Good Evening. I had made a reservation for six.

Manager: Certainly sir. Can I know under what name?

Graham: The name is Mr. D'costa.

Manager: Yes Mr. D'costa, your table awaits you. Allow me to escort you to your table.

Graham: Sure. Thank you!

Manager: So, your server tonight will be Rehan. Enjoy your meal!

Rehan (Waiter): Welcome to Spices. I am Rehan, your server for the night.

(If the restaurant has some specials for the day. You could spell it out for them.)

Rehan (Waiter): Would you like regular or mineral water?

Graham: Mineral water please!

Rehan (Waiter): Sure sir. Also, before you order let me tell you, we do have specials for today. We have honey glazed lamb sauté with mashed potatoes and some pork ribs grilled in tahini sauce.



Graham: Give us a few moments to decide.

Rehan (Waiter): Certainly sir.

(A few moments later)

Rehan (Waiter): Ready to order?

Graham: Yes. We'd like to go in for one of the specials, the pork ribs and an Arabian delight, a Seafood Tangine, a spicy Thai lobster soup, coconut curried rice and shrimps and the orange sesame noodles with the quail crunch.

Rehan (Waiter): Great choices! Anything to drink to compliment your meal?

Graham: Yes! I would like to go in for the finest bottle of white wine available.

Rehan (Waiter): Sure sir.

(Graham's and his company's meal has ended, here's your next step in fluent English.)

Rehan (Waiter): Hope you enjoyed your dinner.

Graham: We certainly did have a gala time. The food was amazing and the service top notch! Could we please get the check?

Rehan (Waiter): Yes sir. Here you go. Thank you for dining at Spices and hope to see you back sometime.

Graham: Thank you so much Rehan. We had a wonderful experience indeed.

So, here you have it. A simple conversation that could make anyone's dining experience special and exquisite. What you need to focus on is your spoken English communication skills to work your charm and become the most sought after waiter at the restaurant you work for. What are you waiting for? Master the English language, strap on your confidence and smile with warmth to engage your customers/guests in a mesmerizing moment or two.

About eAgeTutor:


eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based on a well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English speaking courses or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

Related Topics:

1. Use the Power of Phrases to Improve Your Spoken English Fluency
2. How to welcome and see off your guests?
3. How to deal with complaints in the Hotel Industry?
4. How to Learn English Real Fast?
5. Who or Whom: Learn the Right Usage with Examples

You are the Information Manager at a renowned company and a service vendor has requested an appointment. Your secretary informs you that your schedule at the requested time is packed. Hence, you wish to decline the meeting request. However, you are wondering about the best way to decline the request without hurting business relations.

Make use of your fluent English skills to politely reject the appointment request such that it does not come across as rude. This article will show you the best way to accept or reject an appointment request by a call or email. Follow the below samples as guidelines.



A. Sample Acceptance for a Meeting 


a. By Phone

Situation: Your time schedule permits you for an appointment with your vendor. You dial them.

You:
Hello, Am I speaking to Mr. Shah?

Shah:
Yes? May I know who this is?

You: This is Rajat calling from Capgemini. You had requested for a meeting with me to discuss our service agreement.

Shah: Yeah. That's right. So is 21 November, 11.00 am fine by you?

You: Yes. I can accept the meeting request as my schedule is free on the mentioned date and time. We can discuss the agreement in detail.

Shah: So it's decided then, I, along with my representatives will be there at your office on 21 November at 11.00 am.

You: Okay. Looking forward to our meeting. Thanks. Have a great day!

b. By Email

From: This email address is being protected from spambots. You need JavaScript enabled to view it.

To: This email address is being protected from spambots. You need JavaScript enabled to view it.

Subject: Meeting request on 21 November.

Dear Mr. Shah,

Pursuant to your email dated 7 November 2013, about service agreement discussions, I am glad to accept the meeting invitation on 21November. We can have a meeting at 11.00 am on that day in my office.

Kindly revert in case of clarifications.

Thanks and Regards,

Rajat Singh

Information Manager

Capgemini.



B. Sample Rejection for a meeting appointment 


a. By Phone


Situation:
Your secretary informs you that your schedule for this month is packed but a vendor has called and is insisting on a meeting with you. You tell her to transfer the call to you.

You: Hello.

Shah: Hello, Mr. Rajat. How are you doing?

You: I am doing fine, Mr. Shah.

Shah: Glad that you took up our call. We were planning to meet you up at your office tomorrow at 11 am. I have also forwarded you an email with this regard a few days back.

You: My apologies for not replying to your email, but I am afraid my schedule is packed for this week.

Shah: Okay. Can we reschedule it then for next week?

You: That sounds perfect. Let me check my calendar for next week and revert to you via email. Is that okay?

Shah: Sounds great. Thanks for calling.



The above samples show how to politely accept or reject a meeting request.  Professional English language is a mandatory in such communications so that your business relationships remain intact. Any misunderstanding can have an adverse effect on your goodwill and business. Therefore, make sure your English speaking skills and writing skills are up to date and polished. If you want to improve your spoken English skills, take assistance from an online English tutor.

About eAgeTutor:


eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based on a well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English speaking courses or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

Related Topics:

1. How to participate in a Group Discussion?
2. 5 Negotiation tips and tricks.
3. How to motivate a disinterested customer to buy?
4. 10 Mistakes to avoid as a retail sales representative.
5. How to make a sales pitch?

It takes barely a glance, maybe 5 seconds or less to evaluate a person when you meet him/her for the first time.

Needless to say, you being a foreigner in their country is bound to attract some opinions as and when you do your first handshake or share an eye contact.

What would their opinion be based on? Well, let's get factual- your appearance, your body language, your demeanor, your mannerisms and your English communication skills. With every individual you meet, a new opinion is formed about you and goes without saying that you cannot reverse or undo a first impression. And hence, here are some tips that you could make use of while entering a new company in a foreign country.

Be professional: From the moment you walk into those corporate doors, carry yourself with utter professionalism. Greet people with a firm handshake and maintain a confident smile throughout. Nothing wins a person over as much as a confident streak. Remain courteous and respectful; however, avoid getting too over friendly as that would come across as if you were trying too hard to fit in. While introducing yourself, do it with panache and make sure to keep your English communication skills at its ace best!



Look, Listen, Learn: Carefully and tactfully observe your co-workers, as for a fact you're in a new surrounding with people who belong to another cultural background. You need to be attentive and observe the office culture followed by them as a whole. You could make mental notes about what could be considered as offensive. Follow the workers' cues about lunch hours, the cubicle chit chat and office timings. Observe their communication skills and speak in English fluently. Do not ape them per se but make obvious efforts toward being one of them to fit in.



Get to work: Be professional in all aspects of your job. Show up on time and put in earnest efforts toward meeting your targets and specific deadlines. Use your English communication skills in your favor and contribute as and when asked to. Make sure to not speak gibberish and have substance in your speech. Begin learning your job duties and responsibilities right away to get into the professional conduct as soon as possible. Prove to be a good team player and offer to assist in the ongoing projects and other assignments. A proactive employee is always a blessing for any company.



Be yourself: You need to fit in but that does not require you to go all out and lose your essence completely. You could be adored for the person you are as well. It is a new surrounding with foreign people around you but that should not throw you off your game. Do not feel uncomfortable and ill at ease. Instead, be calm and confident, show them that you are a thorough professional. You could also face an adrenaline rush that could make you go hyper, so focus on calming yourself down and reaching that secure position where you can be your true self without much hesitance.

Understand the importance of making a good impression as it matters the most! Give each new encounter a special touch of yourself and hone your style at its optimum. Positivity will take you beyond bounds and would result in a successful career in the near future. And last but not the least, add a polish and finesse to your spoken English skills as every company whether local or abroad longs for a well- spoken employee to say the least.

About eAgeTutor:


eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based on a well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English speaking courses or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

Related Topics:

1. How to speak professionally? – Conversation examples
2. How to Answer Phone Calls Smartly in English?
3. How to Face an Interview with Confidence?
4. How to participate in a Group Discussion
5. How to Respond to a Job Offer Letter?

Wednesday, 16 October 2013 12:06

How to deal with a nasty employee?

Written by

Every organization has employees that are nasty and impossible to deal with. They always create problems for other employees and refuse to follow the policies of the company. Treating them with kid gloves leaves a bad precedent. Hence, in order to protect the morale of the employees and to maintain professionalism at the workplace, it is important to deal with such employees with as much strictness as possible. You can put your English speaking skills to use by being firm and confident.

Things to remember while dealing with nasty employee

1. Be to the point

Nasty employees need to be reminded who is the boss. Be firm and ask them directly what is bothering them. Don’t let their screaming intimidate you. Be calm and look them in the eye and ask, “What is your problem?” They will get scared and calm down a bit. Being straight to the point is very important with no eloquent words.

2. Warn them

Warn the misbehaving employee that if they don’t change their behavior, things can get worse for them. Even then if they don’t listen, follow them up with concrete actions. The actions can include suspension and termination. It is better to get rid of such employees rather than facing a downhill morale in the workforce. After all, team work is very important in any kind of organization.

Sample Conversation with a nasty employee:

Situation: Rajeev, an employee in your development team, is causing problems due to erratic behavior. You call him to your office.

Rajeev: Sir, you called me?

You: Yes, please come in.

Rajeev: Okay, what is the matter?

You: I have been observing your actions for some months. They are getting worse by the day and I am beginning to get worried.

Rajeev:  What does the company have to do with my behavior? I am a top performing employee.

You: Be that as it may, your behavior is reaching intolerable levels. We will be forced to take some action to stop it.

Rajeev: What problems are you talking about?

You: Since the past month you are arriving late, are not focusing on your job. Worst of all, you are inciting other employees to shirk work and are accused of spreading gossip around the office.

Rajeev: So I spend time talking to my friends, what’s the big deal? And I am an extrovert.

You: Rajeev, your attitude is not helping you here. I am asking you to change it before it’s too late.

Rajeev: What can the company do? You cannot do anything.

You: Of course we can. We can suspend you and even terminate you if your behavior does not improve.

Rajeev: Really?

You: Yes, really. If you don’t believe us, read your appointment letter which clearly says that if an employee misbehaves, he is liable for termination.

Rajeev: I can’t believe you are saying this to a performing employee.

You: This organization gives great importance to team work and if an employee threatens it, we have no qualms about dismissing him. So better change your ways before it’s too late.

The above sample conversation will show you how best to deal with problem employees. Be strong in your English speaking skills with the help of an online English guide and you will face no further problems.

About eAgeTutor:

eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based on a well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English speaking courses or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

Related Topics:

1. How to participate in a Group Discussion?

2. 5 Negotiation tips and tricks.

3. How to motivate a disinterested customer to buy?

4. 10 Mistakes to avoid as a retail sales representative.

5. How to make a sales pitch?


Wednesday, 09 October 2013 12:30

Etiquettes for effective telephone calls

Written by

In this technologically sound and ever- evolving world where web chat, emails and instant messaging is a growing trend, telephone service does seem like a bygone era. However, that isn’t the case… Irrespective of the channels you have for your customer to reach you, most of them still wish to speak over the telephone and to have a live and efficient conversation. This raises the bar a few notches higher for the agents; whether attending office calls, sales calls or even customer support calls. You as an agent have to make sure that the calls you attend/make sound friendly, professional, as well as productive.

Basics to follow when on a call:

1. Clarity: Speaking to an individual in person is very different from speaking to a caller over the phone. The difference? He/she can’t see you and can only hear you. Hence, it is crucial for you to speak with clarity, slow in pace yet in a cheerful and professional voice. 

For instance: “Good morning Mrs. Green, How - may - I – help – you?”

2. Tone the tone: As a person, you might be a loud talker, however, when receiving/ making calls, pay heed to the tone you use. Keep it subtle yet loud enough to be heard. Always be attentive and try to keep your tendencies of being loud at bay.

3. Language barrier: It is vital for you to understand that when on a call, you are the face of the company. Therefore, the language you use is critical per call. Speak in simple English yet keeping your English communication skills at its ace best! Avoid using poor language, slang or even swear words for that matter.

For instance: “That’s great Mr. Dan. We hope you like the services extended to you!”

4. The name game: Ask the caller for his/her name, if you’re unaware about it. It is always good to address the caller by his/ her name and title.

For instance: Good morning Mr. Brown or Good morning Mrs. Fernandes.

5. Listen: Listening is a difficult task in general. Nevertheless, it is extremely crucial for you to listen to the caller and find out his/ her problem. Also, make sure to repeat the information you’ve gathered from the call. This is a verification technique that ensures the message you’ve obtained is accurate.

For instance: “Happy to help Mr. Pinto! Could you please describe the problem to me?”

6. Patience pays off: Many a times you come across callers that are agitated and loud. Listen to all they have to say before referring them to the appropriate person or solution. Hence, it is always important to sound happy on a call as that exudes positivity and gradually calms the caller down as well.

7. Ethics: There are times you might need to place the caller on hold, either to confirm something with your team leader or to get the caller to the concerned person. Try to keep the process smooth; ask the caller if you may place him/her on hold for a few seconds and then go ahead with the same. Also, make sure to keep the wait period as short as you can.  

For instance: “Mrs. Sequeira, could you please hold on for a few moments while I transfer your call to my manager. He is the right person to solve your issue right away.”

8. Focus point: It is important for you to lay your concentration on the customer rather than attempting to multi- task, not giving your 100% anywhere.

Whether you’re an agent in the sales or customer service department, it is important for you to take your job seriously and handle every task professionally. You could also spend some time polishing and learning English online through the handful of English learning courses made available. Doing so will help you develop and improve your spoken English communication skills making attending/making calls a cake walk.

About eAgeTutor:

 eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English learning institute or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

Related Topics:

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Tuesday, 08 October 2013 13:03

How to welcome and see off your guests?

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When a customer enters your hotel, his experience starts from the moment he faces the front desk. If the front desk executives are cheerful and bright, the same will reflect on the customer’s stay at your hotel. If it’s the opposite, the customer will feel disappointed and will regret taking a room in your hotel. Greet and part with your guests in polite English language so that they take pleasant memories of their hotel experience. Read on to find the appropriate ways to welcome and see off your guests at your hotel.

A. Check -In

Welcoming your guests is the most important part of check-ins. The manner in which you welcome your guests will decide the tone and pleasantness of his stay. If you greet your guests properly, they will be confident that their stay and interaction with the hotel staff will be pleasant and without hassles. You should always be polite and treat the customers with respect, no matter what race or gender they are. Even if the guests act grumpy and rude, try to charm him with your pleasant interaction. It is always preferable to adopt a formal English conversation rather than informal as some customers may not like an informal tone. Below are some examples of how you can greet guests at the time of check-ins.

Example:

1. “Good Morning Sir/Madam.”

2. “Good Morning and Welcome to Grand Hyatt”.

3. “Good Afternoon/Evening Sir/Madam.”

4. “How are you this morning/afternoon/evening/today?”

5. “Hello Sir/Madam, What can I do for you today?”

6. “Welcome Sir/Madam, How may I help you today?”

7. “Kindly call the front desk if you need anything.”

8. “Just a moment, I will hand you your keys.”

9. “You can enjoy our complimentary breakfast between 8.00 am to 11.00 am.”

10. “Your room is on the second floor, third to the right.”

B. Checkout

Checkout is the time when you can ensure that customers leave your premises with a peace of mind and carries pleasant memories with them. Make sure the bills are arranged and there is no unnecessary charge. Return the customer’s possessions in a proper manner and have appropriate facilities to clear his dues. Avoid making customers stand in line and process procedures faster. This is the time to take feedback on how the guests stay was. Whatever feedback they give, make a point of noting it for future improvements. In the end, see off the customers with a heartfelt thanks and good bye. Below are sample checkout conversational dialogues.

Example:

1. “Hello Sir, Are you ready to check out?”

2. “How was your stay?”

3. “How did you find our hotel food and facilities?”

4. “Was everything according to your preference?”

5. “How would you like to settle your dues?”

6. “Were you satisfied with everything?”

7. “Enjoy the rest of the holidays”.

8. “Thank you for visiting Grand Hyatt, see you again.”

9. “Have a safe trip back home.”

10. “Hope you had a memorable stay with us”

The above samples demonstrate how to check in and check out your hotel guests. Use your fluent English speaking skills to make proper impressions. You can take the assistance of an online English tutor to forge long term alliances.

About eAgeTutor:

eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English speaking courses or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

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5. Why is correct ‘Speed’ important in Spoken English?

Tuesday, 08 October 2013 12:46

How to resolve conflict with employees?

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As an HR executive, you should be aware that leadership and conflict go hand-in-hand. Therefore, often you’re thrown into a conflict between two employees and you are required to resolve it. At such times, don't avoid facing it, instead face it for the resolution- it’s your job! You have to understand that conflicts at a workplace are unavoidable.

What you need to do?

1. You need to understand that it’s you who has to tackle and come up with a sensible solution, which is the need of the hour.

2. You need to develop the ability to recognize the conflict, understand its nature and intensity.

3. Having done that, bring about a resolution to the conflict and take swift action to avoid any inconvenience at the workplace.

Here are a few guidelines on how to deal with a conflict at your workplace:

Address it directly:

Waste no more time, on having detected a conflict, catch hold of the two parties involved directly. Emphasize to the two employees involved that you wish to address the fight/ disagreement. Ask them to talk about the issue. While speaking to them, speak in simple English to avoid any further misunderstanding.

Listen to both sides:

Speak with either party to get to the root of the problem. Take into perspective both the point of views and focus on the point of agitation. In addition, along with the emotional aspect make sure to spell out the facts and discuss the event from a professional point of view that actually led up to the inflamed situation.

Call for a joint discussion:

Have both the parties walk into your cabin to discuss the issue and hear each other’s opinion about the same. At such times, you get an opportunity to let the people discuss the issue face to face and practically solve the issue.

A matured common ground:

The above step is bound to resolve the issue half way through, though you are required to push the conversation to a common ground of agreement. While doing so, make use of daily English yet keeping your English communication skills professional and up to the mark.

Confront negative feelings:

It is important for you to encourage the employees to confront all the negative feelings that came up during the argument. Not doing so will have them keep it in their heart, which eventually could result in an undesired outburst eventually.

Encourage compromise:

In an argument, both the parties would have said something they don't really mean. It is important for you to show this fact to them and ask them to compromise. A little compromise on both ends will take both a long way. 

Be positive:

Whenever resolving a conflict at work, make sure to be positive. It is important that you exude positivity to enforce the same on to the employees.

While tackling major issues like these, it is important for you to speak English professionally and in fluent English. This will set a good example for your employees and would enable them too to keep a tab on their language and work on their communication skills.

About eAgeTutor:

 eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English learning institute or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

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