Final answer:
To build rapport over the telephone, a friendly and professional tone should be used, avoiding personal questions and monotone speech. Professionalism means being courteous and clear, while balancing being personable with maintaining appropriate boundaries.
Step-by-step explanation:
To build rapport with a guest over the telephone, it is important to use a friendly and professional tone. This approach helps create a positive first impression and sets the stage for effective communication. Maintaining professionalism does not involve asking personal questions about the guest's life, as this can be intrusive and counterproductive. Instead, focus on being courteous, using clear language, and listening attentively to the guest’s needs. While keeping the conversation concise is important, it should not compromise the warmth and engagement that characterizes a good rapport. It is also crucial to avoid speaking in a monotone voice, which can convey disinterest or lack of enthusiasm.
By tailoring your approach to the situation and being aware of the guest's reactions and comfort levels, you can ensure an appropriate balance between being personable and professional. Additionally, steer clear of using humor in ways that might be misunderstood, and always prioritize clarity over brevity in your communications.