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1、TELEPHONEETIQUETTE電話禮儀12WhyDoWeHaveThisTraining為什么進(jìn)行電話禮儀培訓(xùn)Thecustomer’sfirstcontactwithourhotelisoftenatelephonecall.客人通常是通過打電話與酒店進(jìn)行最初聯(lián)系的。Theirfirstimpressionsofthehotelcoulddependentirelyonhowyouconductthattelephoneconversation.你的電話禮儀完全決定了客人對(duì)酒店的第一印象.3TELEPHONEETIQUETTEOBJECTI
2、VE培訓(xùn)目的Bytheendofthesessionyouwillbeableto:通過本次培訓(xùn)使你能夠：Demonstratethecorrectansweringphraseology.使用正確的電話應(yīng)答語言。Listthekeypointsforusingtelephonesandwhytheyareimportant.列舉使用電話的要點(diǎn)及其重要性。4AGENDA課程安排AnsweringCalls接聽電話PuttingCallsonhold請(qǐng)致電者等候TransferringCalls轉(zhuǎn)接電話TakingAMessage留言Courtesy
3、Phrases禮貌用語TelephoneRules電話原則5AnsweringCalls接聽電話AllCallsMustBeAnsweredWithin3RingsorLess.所有電話必須在3次振玲之內(nèi)接起。6ForOperators對(duì)于總機(jī)話務(wù)員Answeringin-comingexternalcalls接聽打進(jìn)的外線：GoodMorning/Afternoon/Evening;LoongPalaceHotel&Resort;…speaking;HowmayIhelpyou?早上/下午/晚上好;北京龍城麗宮國際酒店;我是…;需要幫忙嗎?Ans
4、weringin-cominginternalcalls接聽打進(jìn)的內(nèi)線：GoodMorning/Afternoon/Evening;Operator;…speaking;HowmayIhelpyou?早上/下午/晚上好;總機(jī);我是…;需要幫忙嗎?7Putcalleronhold讓來電者等候：Holdon,please!請(qǐng)稍候！Toendtheconversation結(jié)束通話時(shí)：Thankyouforcalling!謝謝您的來電！ForOperators對(duì)于總機(jī)話務(wù)員8ForDepartment對(duì)于部門：Callsfromwithinthehotel
5、內(nèi)線電話:GreetingFirst先問好IdentifyYourDepartment報(bào)本部門名稱GiveYourName報(bào)上自己的姓名Ask“HowMayIHelpYou?”問“需要幫忙嗎？”9TransferringCalls轉(zhuǎn)電話Tellthecallerthatyouaretransferringthecall告訴對(duì)方你要轉(zhuǎn)電話Tellthecallerwhoyouaretransferringthecallto告訴對(duì)方你在把電話轉(zhuǎn)給誰Alwaystrytohandleaservicerequestyourself盡可能自己處理來電人要求的
6、服務(wù)10PuttingCallsOnHold請(qǐng)對(duì)方等候Offerthecallerachoice:toholdorleaveamessage給對(duì)方選擇：是等候或是留言Checkbackevery15seconds每隔15秒察看Givethecallerachoiceagain再次請(qǐng)對(duì)方選擇11TakingAMessage記錄留言12TakingAMessage記錄留言WriteLegibly字跡清楚Becomplete內(nèi)容完整-Dateandtimeofcall電話日期/時(shí)間-Nameofthecaller對(duì)方姓名-Nameofthepersonb
7、eingcalled欲找人姓名-Caller’sphonenumber對(duì)方電話號(hào)碼-Briefmessage簡(jiǎn)要信息-Yourownnameorinitials記錄者姓名Beaccurate—repeatthemessagetothecaller準(zhǔn)確—向?qū)Ψ街貜?fù)留言內(nèi)容13CloseTheLoop結(jié)束Delivermessagesandcompleteservicerequests將信息送達(dá)，落實(shí)客人要求的服務(wù)14Confidentiality/Security保密/安全Nevergiveoutroomnumbersofgueststocaller
8、s決不能將客人的房號(hào)告訴對(duì)方15SuggestiveSelling建設(shè)性銷售Listentotheneedsoftheca
