9a-Modul USING THE TELEPHONE

MODUL
JUDUL
GREETING
OLEH :
LAILA ROSSA
NIP.19650916 199103 2 006
PEMERINTAH PROPINSI JAWA TIMUR

DINAS TENAGA KERJA DAN TRANSMIGRASI
UNIT PELAKSANA TEKNIS BALAI LATIHAN KERJA SINGOSARI
Jl. Raya Singosari Telp. (0341) 458055 Fax. 458512
SINGOSARI – MALANG
BAB I
PENDAHULUAN
A. Tujuan Umum
Setelah mempelajari modul ini peserta latih diharapkan mampu menggunakan telepon dengan
benar.
B. Tujuan Khusus
Adapun tujuan mempelajari modul ini guna memfasilitasi peserta latih sehingga pada akhir
pelatihan diharapkan memiliki kemampuan sebagai berikut:
1. Menerima telepon dengan benar;

2. Menggunakan ekspresi menerima telepon;
3. Menperhatikan penelpon secara antusias .
4. Mencatat pesan secara singkat dan jelas termasuk identitas diri dan nama instansi/
perusahaan dengan benar;
5. Mengulang isi pesan dengan lebih jelas;

6. Mengungkapkan ucapan terima kasih kepada penerima pesan dengan benar;
7. Mengungkapkan salam perpisahan dengan benar.
BAB II
USING THE TELEPHONE
In a hotel, communication with guests must be both courteous and clear. This is as
true when you use the telephone as when you speak directly to customers.
When you speak on the phone, you represent your hotel. And on the phone people can
not see you. They can only hear your voice. In a way, your voice is the hotel’s voice. The
impression you give people is the impression they have of the hotel. So politeness is vitally
important. The magic words of courtesy such as : Please, thank you, You’re welcome, I am
sorry are even more important than usual.
A. Here are some rules for using the phone ( Telephone courtesy ) :
1. Pick up the receiver with in 3 rings.

2. Greet the caller, identify your section and your self clearly then offer help. Example :
Good afternoon, Rama Resto, Indra’s speaking May I help you?
3. Use your natural voice, don’t shout and don’t whisper.
4. Listen attentively to the caller.
5. Always have pen and paper ready to take messages.
6. Always repeat messages or instructions
7. Never chewing gum when talking on the phone.
8. Remember to use the magic words. Ex. Please, thank you, I am sorry, goodbye etc.
9. When you make a call, identify your self and section then explain why you call.
Example : Good evening Mr. X. This is Yudi the RS staff, your Black Forest cake is
ready. Can I deliver it to your room now, please?
10. Let the caller hangs up first.
B. DAILY EXPRESSIONS
Expressions ( ungkapan-ungkapan ) yang harus dihafalkan sebelum praktek percakapan :
A. LIST OF TELEPHONE EXPRESSIONS FOR KITCHEN STAFF
1. ANSWERING PHONE CALLS :

 Greeting & Offering Help :
 Good Morning, Borsalino Kitchen, Adhit ‘S Speaking, May I Help You?
 Good Afternoon, Main Kitchen, Sherly ‘S Speaking, May I Assist You?
 Good Evening, Pastry, Arya ‘S Speaking, How May I Help You?
 Asking The Caller’s Name And Phone Number:
 Could I Have Your Name And Your Phone Number Please, Madam?
 May I Know Who Is Calling, Please, Sir?
 Asking The Caller’s Office And Address :
 May I Know Your Office And Your Address Please, Sir?
 Transfering Calls :
 Could You Hold A Moment Please While I Transfer You To His Office?
 Do You Mind Waiting A Moment Please While I Connect You To Her Office?
2. TAKING MESSAGES :
a. Asking The Caller To Leave Messages:
 I Am Sorry, Mr. Brown Is In A Meeting Right Now, May I Take A Message
Please, Sir?
 I Am Sorry, Mrs. Green Is Having Lunch Right Now, Would You Like To
Leave A Message, Please, Madam?
b. Asking The Caller To Repeat What He Said :
 I Am Having Bad Line, Could You Repeat That Please?
 I Am Sorry I Couldn’t Hear You, Can You Repeat Once Again Please,
Madam?
c. Confirming And Repeating The Message:
 Alright Sir So That’s You Would Like Him To Call You At 4 Pm
 This Afternoon And Your Phone # Is 08133839098. Is That Right?
 Alright Madam, So That’s You Would Visit Him At 3 Pm This
Afternoon And Your Phone # Is 081338555457. Is That Right?
3. CLOSING PHONE CONVERSATION :

a. Thanking The Caller And Saying Goodbye:
 Thank You For Your Call Mr. Wilson, Goodbye
 Thank You Very Much For Calling Main Kitchen, Goodbye.
 Thank You Very Much For Calling Pastry, Goodbye.
Dialog 1
FO : Hello, good morning. This is Altara Hotel, how may I help
Jane : Hello, good morning. I’m Jane. I want to make a reservation
FO : Ok, Mrs Jane What type of room do you want?
Jane : A room with single bed, please
FO : Ok, A room with single bed. Hmm… sorry Mr. James,
sea view or garden view?
Jane : One with Sea view, please
FO : Ok, Mr. James. Your reservation is a room with
single bed and sea view
Dialog 2
Receptionist :Good afternoon, this is Excellent Wedding Organizer. How can I help you?
Ruly : Good afternoon, I’m Sally. Could I speak to Ms. Suzan, please?
Receptionist : Oh I’m sorry. I’m afraid she is not in her office
Ruly : Do you know when she’ll be back?

Receptionist : I have no idea. Would you like to leave a massage?
Ruly : No thanks. I’ll call back later
Dialog 3
Ms. Karin : Good morning PT Pratama International.
How can I help you?
Mr. Dony : Good morning. My name’s Dony Clark of A & B, Inc.
I’d like to speak to Mr.Herman from
the HRD Department,
please
Ms. Karin : Hold on, please. I’ll put you through to him
Mr. Herman : Herman speaking. What can I do for you, Mr. Dony?
Mr.Dony : Good afternoon, Mr. Burhan. I’m calling you about our appointment.
I’m afraid I can’t make it Monday. How about Wednesday morning at 8?
Mr. Herman : Let me check my schedule…Thurday morning at 9? It’s ok
Mr. Dony : Great. Thank you, Mr. Herman I’ll see you on Wednesday morning at 9.
Dialog 4
A: Good evening,Savana Restaurant ,

Dinda speaking may I help you?
B: Good morning, I would like to order some foods
I need 1 fried noodle, 2 fried rices
A: Anything else
B: Is there hot original coffee
A: We have original coffee from South Malang
It is nice
B: Ok, I order a cup of coffe
A: I ‘ll repeat 1 fried noodle, 2 fried rices, and
a cup of coffee
B: That ‘s right.
A: Ok, wait a minuter

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MODUL

PEMERINTAH PROPINSI JAWA TIMUR

1. Menerima telepon dengan benar;

5. Mengulang isi pesan dengan lebih jelas;

USING THE TELEPHONE

1. Pick up the receiver with in 3 rings.

1. ANSWERING PHONE CALLS :

3. CLOSING PHONE CONVERSATION :

FO : Hello, good morning. This is Altara Hotel, how may I help

Jane : Hello, good morning. I’m Jane. I want to make a reservation

FO : Ok, Mrs Jane What type of room do you want?

Jane : A room with single bed, please

FO : Ok, A room with single bed. Hmm… sorry Mr. James,

sea view or garden view?

Jane : One with Sea view, please

FO : Ok, Mr. James. Your reservation is a room with

single bed and sea view

Receptionist : Oh I’m sorry. I’m afraid she is not in her office

Ruly : Do you know when she’ll be back?

Ruly : No thanks. I’ll call back later

A: Good evening,Savana Restaurant ,

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