How to Answer Your Phones to Bring in MORE Business

-Recommend to your employees to smile over the phone. Although callers can't see the smile, they can surely hear it in your voice.

Calls when you are extremely busy
-Ask callers if they are able to hold, DO NOT tell them that they NEED to hold!!!

Reservation requests for dates when you are booked
-Never tell someone that you're sold out at the start of the conversation. Doing so often leads to an abrupt end to the conversation, leaving the caller with a negative feeling toward the restaurant. If you recieve a reservation request for a day that you are booked, say "We'd love to have you. Let me just see if we have a time available." After double checking the reservation book, tell the customer that unfortunately you're booked but that you'll gladly add them to a waiting list.

Reservation cancellations
-The worst thing you can say when a customer cancels a reservation in "OK, thanks!!" You should express regret that you will miss the caller's business and that you hope he or she will dine with you in the future. Also offer to reschedule the reservation.

Angry callers
-Take the call in a private area. This will allow you to concentrate on the problem and avoid any embarrassment should someone overhear your conversation. After hearing the problem, apologize for the problem (even if it isn't your fault), sympathize with the caller, accept responsibility if the problem was indeed your fault, and prepare to help that person.

Abusive callers
If a caller becomes abusive to you, politely tell the caller "Excuse me. I can handle your problem. That is no problem. I cannot, however, handle your abusive language." Allow the caller to respond. If he or she is still abusive, remind them a second time of your demand that they treat you professionally. If they continue to be abusive, hang up.

source: The National Restaurant Association