酒店電話禮儀培訓(xùn)

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TELEPHONEETIQUETTE

電話禮儀

23WhyDoWeHaveThisTraining

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酒店的第一印象.4TELEPHONEETIQUETTEOBJECTIVE

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。5

AGENDA

課程安排AnsweringCalls接聽電話PuttingCallsonhold請致電者等候TransferringCalls轉(zhuǎn)接電話TakingAMessage留言CourtesyPhrases禮貌用語TelephoneRules電話原則6AnsweringCalls接聽電話AllCallsMustBeAnsweredWithin3RingsorLess.所有電話必須在3次振玲之內(nèi)接起。7ForOperators對于總機(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?Answeringin-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?8Putcalleronhold讓來電者等候：Holdon,please!請稍候！

Toendtheconversation結(jié)束通話時(shí)：Thankyouforcalling!謝謝您的來電！

ForOperators對于總機(jī)話務(wù)員9ForDepartment對于部門：

Callsfromwithinthehotel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？”10TransferringCalls轉(zhuǎn)電話Tellthecallerthatyouaretransferringthecall告訴對方你要轉(zhuǎn)電話Tellthecallerwhoyouaretransferringthecallto告訴對方你在把電話轉(zhuǎn)給誰Alwaystrytohandleaservicerequestyourself盡可能自己處理來電人要求的服務(wù)11PuttingCallsOnHold請對方等候Offerthecallerachoice:toholdorleaveamessage給對方選擇：是等候或是留言Checkbackevery15seconds

每隔15秒察看Givethecallerachoiceagain

再次請對方選擇12TakingAMessage記錄留言13TakingAMessage記錄留言WriteLegibly字跡清楚Becomplete內(nèi)容完整

-Dateandtimeofcall電話日期/時(shí)間-Nameofthecaller對方姓名-Nameofthepersonbeingcalled欲找人姓名-Caller’sphonenumber對方電話號碼-Briefmessage簡要信息-Yourownnameorinitials記錄者姓名Beaccurate—repeatthemessagetothecaller準(zhǔn)確—向?qū)Ψ街貜?fù)留言內(nèi)容14CloseTheLoop結(jié)束Delivermessagesandcompleteservicerequests

將信息送達(dá)，落實(shí)客人要求的服務(wù)15Confidentiality/Security

保密/安全Nevergiveoutroomnumbersofgueststocallers

決不能將客人的房號告訴對方16SuggestiveSelling建設(shè)性銷售Listentotheneedsofthecaller

認(rèn)真聽取對方需要Offerservicestomeetthoseneedsthatmaynotbeknownbythecustomer

主動提供服務(wù)以滿足客人沒有意識到的需要17

MAKETELEPHONECALLS

打電話Beforeyoumakethephonecall,youmustprepare,sothatyoucanimproveyourefficiency.在你打電話之前準(zhǔn)備好，以便增強(qiáng)你的效率

Knowthegoalofyourcall知道你打電話的目的

Estimatehowmanytimesyouwillspend

估算時(shí)間

Havealotofmessageinyourhand掌握一些必要的信息18Whenyoureachthenumber,pleaseidentifyyourdepartmentandyourself.當(dāng)你打通后，立即報(bào)出你的姓名和你部門的名字“Thisisxxxfromxxxdepartment.”Ifyoudialthewrongnumber,tellthem,andmakeapologyandgoodbye.Letthecallerhangupfirst.如果你打錯(cuò)了號碼，告訴別人你打錯(cuò)了，并說聲“道歉”“再見”，讓對方先掛電話。 “I’msorry,Ihavethewrongnumber,Bye-bye.” “I’msorrytohavebotheredyou.Bye-bye.”

MAKETELEPHONECALLS

打電話19Ifthepersonisnotin,youmusthaveaclear,briefmessage.如果當(dāng)事人不在，要準(zhǔn)備一個(gè)清楚，簡短的留言。Youcansay你可以說:IamsorryMr.Liisnothereatthemoment.MayItakeamessage?對不起，李先生此刻不在.我可以為您留言嗎？

MAKETELEPHONECALLS

打電話20TelephoneRules電話原則P=PleasantVoice愉悅嗓音O=OfferingHelp提供幫助L=Listen聆聽I=InterestbyName 盡量使用姓名T=TakeNotes 做記錄E=Efficient 高效21CourtesyPhrases禮貌用語MayItakeamessage?

我可以為您留言嗎？Iamsorrythelineisbusy.對不起，此刻正占線。Thankyouforcalling.謝謝您的電話.22CourtesyPhrases禮貌用語Thankyouforyourreservation.

謝謝您的預(yù)定.Thankyoufortheinformation.謝謝您的信息.Pleasecallagain.請?jiān)俅螂娫掃^來.23CourtesyPhrases禮貌用語Sorrytokeepyouwaiting!對不起，讓您久等了！Holdon,please.請稍等.Iwilltransferyourcallnow.我現(xiàn)在就為您轉(zhuǎn)接.IamsorryMr.Liisnothereatthemoment.對不起，李先生此刻不在.24NeverVs.Always

永遠(yuǎn)不要Vs.總是NEVER永遠(yuǎn)不要Neverallowthephonetoringmorethan3times永遠(yuǎn)不要允許電話鈴聲響三遍以上Neverallowthetwoconversationsatthesametime.永遠(yuǎn)不要同時(shí)進(jìn)行兩種對話（接電話時(shí)與別人談話）Nevereatordrinkandanswerthephone.永遠(yuǎn)不要接電話時(shí)吃東西或喝飲料Neverdropthetelephonereceiver.永遠(yuǎn)不要重放電話Neverleavethereceiveruncoveredasthecallerwillhearyouspeaking.永遠(yuǎn)不要說與對方無關(guān)的話時(shí)不捂住話筒25NeverVs.Always

永遠(yuǎn)不要Vs.總是ALWAYS總是Alwaysgreetfirst“Goodmorning”or“Goodafternoon”andintroduceyourselforthedepartment.總是先說問候語“早晨好”或“下午好”并介紹你自己和你所在部門AlwaysspeakEnglishandspeakslowly.總是用英語接電話并講得慢一些Alwayshaveapennearthetelephone.總是在電話旁放一支筆Alwaysleaveamessageifit’snecessary.總是記下客人的留言，如果必要的話Alwaysgiveyourfullattentiontothecaller,donottrytodotwot