星级酒店电话礼仪课程ppt课件

1、Telephone Courtesy礼仪.Telephone Answering Standard 接听原那么Transfer the phone 转接Leave Message 留言Make the telephone call 如何拨打Manage difficult guests on line 积极应对难缠的来电者Never VS. Always 永远不要 Vs 永远都要Contents 我们将一同了解 .Objectives 目 标 By the end of Todays Session you will be able to 本次课程终了之后，他将可以：Apply the sta

2、ndards back at work 在任务中运用接听原那么Can use professional skill to transfer the call礼貌地转接Leaving message skill 留言技巧Manage difficult guests on line 应对通话中的3类难缠客人.Telephone Answering Standard 接听根本原那么Answer the phone within 3 rings 在响三声以内必需接听。 1， 2, 3Standard 接听根本原那么 Greeting/问候来电例如:Good morning/afternoon/eve

3、ning/早上好，下午好，晚上好。(depending on the time of the day/根据接听的时间来定) You voice must have a smiling voice, and must pronounce the words properly. 接的时候语气要柔和,用语要恰当，并且面带浅笑.Telephone Answering Standard 接听根本原那么 Greeting: Good morning/afternoon/evening (depending on the time of the day)问候来电例如：早上好，下午好，晚上好。根据接听的时间来

4、定 Mention the name of the hotel or department name 报酒店或部门的名字 Mention your name( this is MARY speaking) 报您的名字例如：这是玛丽 Be of assistance (How may I help you?) 给予协助 (例如：我能为您做点什么？)You voice must have a smiling voice, and must pronounce the words properly. 接的时候语气要柔和, 用语要恰当，并且面带浅笑.Greeting 问 候Good Morning -

5、 00:01 - 12:00 hrGood Afternoon - 12:01 - 18:00 hrGood Evening - 18:01 - 00:00 hr .How to answer the phone 怎样接听External calls外线 Good morning, XXX Hotel, XXX speaking, how may I help you ? 早上好, XXX酒店,我是XXX,有什么可以帮您的吗?Internal calls内线 Good morning ,XXX department, XXX speaking ,how may I help you? 早上好，

6、XXX 部门，我是XXX，有什么可以帮您的吗？.练 习.Transferring a Call 转接Keep your companys phone numbers 保管一份公司号码表Confirm with the caller and explain you will transfer the call 确认客人需求，通知客人您即将转接Brief the callers request to the listener who answered the phone. 请将客人的详细要求转达给相关部门.“Please hold on, Ill connect you. “Would you h

7、old on for a moment? “Wait a moment, please.“Sir/Madam.Line Busy/No Answer 线路忙碌/无人应对 Give the choice to the caller 提供应客人一定的选择: Hold On or Leave a Message 如“等待或是“留言Transferring a Call 转接.Would you like to hold on for a while or leave a message, sir/madam?. Place Callers on Hold 恳求客人等待 Ask for agreeme

8、nt before you hold the phone 在候住之前，恳求客人赞同Give your attention to the caller when you hold the phone. 在客人等待的过程中，依然要有照顾.Write down the message 内容完好Repeat the message to confirm 确定内容Deliver the message 转交留言Leave Message 留 言.“Would you like to leave a message? “Ill make sure he gets the message, Mr./Ms._

9、.To 致:From 自:. No. :Date 日期:Time 时间:Message 留言:Your Name & Signature:留言者姓名及.Make phone calls 拨打Preparation is very important 预备妥当After you reach the number 接通Dialing the wrong number 打错号码The person is not in 当事人不在Manage difficult guests on line 应对难缠的来电者The Angry, Rude or Upset Guest 气愤、粗暴、心烦的顾客 The

10、Talkative Caller 善言的来电者The Hard to Understand Caller 难于了解的来电者Always greet first “Good morning or “Good afternoon and introduce yourself or the department. 总是先说问候语“早晨好或“下午好并引见他本人和他所在部门Always speak English and speak slowly. 总是用英语接并讲得慢一些Always have a pen near the telephone. 总是在旁放一支笔Always leave a messa

11、ge if its necessary. 总是记下客人的留Always give your full attention to the caller, do not try to do two things at once. 总是专心地接，不要边接边做别的事情Always 总 是.Never 永远不要Never allow the phone to ring more than 3 times. 永远不要允许铃声响三遍以上Never allow the two conversations at the same time. 永远不要同时进展两种对话接时与他人说话Never eat or drink and answer