酒店管理会所 电话礼仪培训.pdf

TELEPHONE ETIQUETTE 电话礼仪培训 REMEMBER everyone who answers the telephone is a sales person 4 Why Do We Have This Training 为什么进行电话礼仪培训 The customer s first contact with our hotel is often a telephone call 客人通常是通过打电 话与酒店进行最初联 系的 Their first impression of the hotel could depend entirely on how you conduct that telephone conversation 你的电话礼仪完全 决定了客人对酒店的第 一印象 5 After completing this training you will be able to 成功的完成本课程后你将能够 树立正确的接听电话的态度 学会如何职业化的接听电话 各 种情况下的电话沟通技巧 如何 完整和正确的处理电话留言 如何让客人在线上等候 如何处理愤怒的致电者 Build up correct telephone attitude Use the business telephone more efficiently Answer the business telephone properly Take complete and accurate message Place callers on hold Handle irate caller Know importance of telephone skills 6 Answering telephone a 如何成功的接听电话 身体坐直 Sit up Straight 声音适中 Use Proper Volume 礼貌和职业化 Be Courteous and Professional 语音清晰 Speak Clearly 语法和发音正确 Use Good English and Grammar 回答迅速 Answer Speedily Promptly Smile 微笑 客人可以听见你是否在微笑 7 迅速接听电话 在2或3声铃 响之间 不要让客人等候时间 太长 Answer promptly By the SECOND or THIRD ring 也 不要太快接听 否则致电者 会被吓一跳 Too soon and the caller will be startled 8 Communicatio n Model 交流模式 1 2 3 4 5 It takes two to communication Two way communication model Proper manner Build a positive climate Give 100 of your concentration to what the caller is saying 双方交流 双向式交流 注意言语礼貌 积极的语言环境 1 2 3 4 5 专注的聆听客人所讲的话 9 Good Morning vienna hotel F B Department This Is May I help you 早上好 维也纳酒店 餐饮部 这是 我可以帮您做些什么 使客人接电话时有一种亲切专注服务的 感觉最重要的是你也会觉得很好 Make the caller feel a sense service with an anticipation Most importantly you too of personalised of good service will feel good 10 Transferring 转电话 Calls Tell call Tell call the caller you are transferring the that 告诉对方你要转电话 the to caller who you are transferring the 告诉对方你在把电话转给谁 Always try to handle a service request yourself 尽可能自己处理来电人要求的服务 11 Taking Message 记录电话留言 1 2 3 4 5 6 7 8 Record First AND last List Telephone Number including area code Identify Caller s Company Record the Nature of the Call Read the Message Back List Date and Time of Call Sign Your Name or Initials 记录所有的内容 记下电话号码 确 认公司名称 记录 打电话的原因 重复所记录的留言的所有内容 写清电话打来的日期和具体时间 写上你的姓名 书写清晰 12 Write Clearly 1 2 3 4 5 6 7 8 Close The 结束 Loop Deliver messages and complete service 将信息送达 落实客人要求的服务 requests 13 Place Callers on Hold 让客人在线上等候 1 2 3 4 5 One of the biggest causes Only if necessary Always ask Wait for an answer Don t leave stranded for complaints 最容易引起客人投诉的情况之一 只有需要时才这样做 经常询问客人 让客人为一个确切 的答复而等候 不要让客人 进退 两难 1 2 3 4 5 14 Putting Calls On Hold 请对方等候 Offer the caller a choice to hold or message 给对方选择 是等候或是留言 Check back frequently 频繁察看 leave a Give the caller a choice 再次请对方选择 again 15 Handling Irate Callers 处理愤怒的电话 1 不要拖延 仔细倾听客人所讲的内容和客人的情绪 表现你的专注 关心 理解 和同情 询问问题 提供选择 把讨论的问题带向积极的方向 对打电话的人表示感谢 2 3 4 5 6 7 1 2 3 4 5 6 7 DO NOT Get Dragged Into It Listen Careful