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1、精品資料總機(jī)規(guī)范用語一、接聽電話標(biāo)準(zhǔn)1、電話鈴響,立即接聽:“Goodmorning/afternoon/eveningHuaTianHotel(Operator)您好,瀏陽華天(總機(jī))。2、電話鈴聲超過三聲后接:“Goodmorning/afternoon/eveningHuaTianHotel(Operator)您好,瀏陽華天(總機(jī)),對(duì)不起,讓您久等了。3、電話鈴響接聽后,無人應(yīng)答:“Goodmorning/afternoon/eveningHuaTianHotel(Operator)您好,瀏陽華天
2、(總機(jī))?!敝貜?fù)兩問候二遍:“您好,您的電話已接通,請(qǐng)講?!边€是無人應(yīng)答:“對(duì)不起,暫時(shí)聽不到您的聲音,請(qǐng)您稍后再拔,再見?!?、電話接通后,對(duì)方無人接聽:“Goodmorning/afternoon/eveningHuaTianHotel(Operator)您好,瀏陽華天(總機(jī))。對(duì)方電話無人接聽,電話轉(zhuǎn)回來后?!皩?duì)不起,電話暫時(shí)無人接聽,請(qǐng)您稍后再拔。”5、電話接通后,對(duì)方電話占線:“Goodmorning/afternoon/eveningHuaTianHotel(Operator)您好,瀏陽華天(
3、總機(jī)),對(duì)不起,電話占線,請(qǐng)您稍后再拔?!?、轉(zhuǎn)接客房電話,但話務(wù)臺(tái)沒有住房信息時(shí),告之客人:“對(duì)不起,房間沒有住客信息,詳細(xì)情況為您轉(zhuǎn)前臺(tái)查詢?!倍?、預(yù)訂電話轉(zhuǎn)接標(biāo)準(zhǔn)1、問候語:“Goodmorning/afternoon/eveningHuaTianHotel(Operator)您好,瀏陽華天(總機(jī))。2、“請(qǐng)問您是需要預(yù)訂客房、餐飲還是娛樂?”A、客房預(yù)訂1、“請(qǐng)問您是需要預(yù)訂今天的房間嗎?”2、“好的,馬上為您轉(zhuǎn)接客房預(yù)訂?!盉、餐飲預(yù)訂“好的,馬上為您轉(zhuǎn)接餐飲預(yù)訂。C、娛樂預(yù)訂“好的,為您轉(zhuǎn)接K
4、TV?!笨删庉嬓薷木焚Y料總機(jī)禮貌用語1、問候語:(外線)“Goodmorning/afternoon/eveningHuaTianHotel您好,瀏陽華天(內(nèi)線)“Goodmorning/afternoon/eveningOperator總機(jī)2、對(duì)方無人應(yīng)答時(shí):您的電話已接通,請(qǐng)講!Youpartyisonthelinepleasegoahead!接電話時(shí):您好,請(qǐng)問您找哪位?Goodmorning/afternoon/evening.Madam/sir.Whomwouldyouliketospeakt
5、o?3、鈴聲響超過三聲時(shí):對(duì)不起,讓您久等了,電話已接通,請(qǐng)講。I’msorrytokeepyouwaiting,yourpartyisontheline,Pleasegoahead!4、客人要轉(zhuǎn)入房間時(shí):請(qǐng)問您能告訴我房主貴姓嗎?MayIhavetheguest’sname?5、電話無人接聽時(shí):對(duì)不起,XX房間電話暫時(shí)無人接聽,請(qǐng)問您是稍后再拔還是留言呢?I’msorryroomXXdoesn’tanswer,Wouldyouliketocallbacklateorleaveamessage?6、插線時(shí)
6、:對(duì)不起,打擾了,我是總機(jī),這里有您XX單位XX先生(小姐)電話,請(qǐng)問需要接過來嗎?Sir/madam,I’mverysorrytodisturbyou,Thisisoperator,thereisacallfromXXcompanyandhis/hernameisXX,isitconvenientforyoutoanswerthephone.7、征詢語,不知房主姓名要求轉(zhuǎn)接時(shí):XX先生/小姐,您好,我是總機(jī),這里有位XX先生/小姐電話找您,請(qǐng)問您接嗎?Goodmorning/afternoon/even
7、ingMr.XX,thisisoperator,thereisacallfromMr.XX,wouldyouliketoanswerthephone?8、穿梭通話時(shí):對(duì)不起,讓您久等了,電話已接通,請(qǐng)講。I’msorrytokeepyouwaiting,yourpartyisontheline,pleasegoahead.9、婉拒語,房主不愿接聽對(duì)方電話時(shí):XX先生,對(duì)不起,這個(gè)房間沒有住客,請(qǐng)您用其他方式與客人聯(lián)系好嗎?I’mverysorrysir,theroomisvacant,wouldyoupl
8、easeconnectwiththeguestbyanotherway?10、電話無法接通時(shí):XX先生/小姐,您好,對(duì)不起,暫時(shí)無法聯(lián)系XX,請(qǐng)您留言或是請(qǐng)XX給您回電,好嗎?Sir/madam,I’msorrybutIcan’tconnectwithhim/heratthismoment.Wouldyouliketoleaveamessageorlethim/hercallyoubacklater.可編輯修改精品資料11、確