酒店业电话礼仪培训28

TELEPHONEETIQUETTE

电话礼仪

12WhyDoWeHaveThisTraining

为什么进行礼仪培训Thecustomer’sfirstcontactwithourhotelisoftenatelephonecall.客人通常是通过打与酒店进行最初联系的。Theirfirstimpressionsofthehotelcoulddependentirelyonhowyouconductthattelephoneconversation.你的礼仪完全决定了客人对酒店的第一印象.3TELEPHONEETIQUETTEOBJECTIVE

培训目的Bytheendofthesessionyouwillbeableto:通过本次培训使你能够：Demonstratethecorrectansweringphraseology.使用正确的应答语言。Listthekeypointsforusingtelephonesandwhytheyareimportant.列举使用的要点及其重要性。4

AGENDA

课程安排AnsweringCalls接听PuttingCallsonhold请致电者等候TransferringCalls转接TakingAMessage留言CourtesyPhrases礼貌用语TelephoneRules原那么5AnsweringCalls接听AllCallsMustBeAnsweredWithin3RingsorLess.所有必须在3次振玲之内接起。6ForOperators对于总机话务员Answeringin-comingexternalcalls接听打进的外线：GoodMorning/Afternoon/Evening;LoongPalaceHotel&Resort;…speaking;HowmayIhelpyou?早上/下午/晚上好;北京龙城丽宫国际酒店;我是…;需要帮助吗?Answeringin-cominginternalcalls接听打进的内线：GoodMorning/Afternoon/Evening;Operator;…speaking;HowmayIhelpyou?早上/下午/晚上好;总机;我是…;需要帮助吗?7Putcalleronhold让来电者等候：Holdon,please!请稍候！

Toendtheconversation结束通话时：Thankyouforcalling!谢谢您的来电！

ForOperators对于总机话务员8ForDepartment对于部门：Callsfromwithinthehotel内线:GreetingFirst先问好IdentifyYourDepartment报本部门名称GiveYourName报上自己的姓名Ask“HowMayIHelpYou?〞问“需要帮助吗？〞9TransferringCalls转Tellthecallerthatyouaretransferringthecall告诉对方你要转Tellthecallerwhoyouaretransferringthecallto告诉对方你在把转给谁Alwaystrytohandleaservicerequestyourself尽可能自己处理来电人要求的效劳10PuttingCallsOnHold请对方等候Offerthecallerachoice:toholdorleaveamessage给对方选择：是等候或是留言Checkbackevery15seconds每隔15秒观察Givethecallerachoiceagain再次请对方选择11TakingAMessage记录留言12TakingAMessage记录留言WriteLegibly字迹清楚Becomplete内容完整-Dateandtimeofcall日期/时间-Nameofthecaller对方姓名-Nameofthepersonbeingcalled欲找人姓名-Caller’sphonenumber对方号码-Briefmessage简要信息-Yourownnameorinitials记录者姓名Beaccurate—repeatthemessagetothecaller准确—向对方重复留言内容13CloseTheLoop结束Delivermessagesandcompleteservicerequests将信息送达，落实客人要求的效劳14Confidentiality/Security

保密/平安Nevergiveoutroomnumbersofgueststocallers

决不能将客人的房号告诉对方15SuggestiveSelling建设性销售Listentotheneedsofthecaller认真听取对方需要Offerservicestomeetthoseneedsthatmaynotbeknownbythecustomer主动提供效劳以满足客人没有意识到的需要16

MAKETELEPHONECALLS

打Beforeyoumakethephonecall,youmustprepare,sothatyoucanimproveyourefficiency.在你打之前准备好，以便增强你的效率Knowthegoalofyourcall知道你打的目的Estimatehowmanytimesyouwillspend估算时间Havealotofmessageinyourhand掌握一些必要的信息17Whenyoureachthenumber,pleaseidentifyyourdepartmentandyourself.当你打通后，立即报出你的姓名和你部门的名字“Thisisxxxfromxxxdepartment.〞Ifyoudialthewrongnumber,tellthem,andmakeapologyandgoodbye.Letthecallerhangupfirst.如果你打错了号码，告诉别人你打错了，并说声“抱歉〞“再见〞，让对方先挂。 “I’msorry,Ihavethewrongnumber,Bye-bye.〞 “I’msorrytohavebotheredyou.Bye-bye.〞

MAKETELEPHONECALLS

打18Ifthepersonisnotin,youmusthaveaclear,briefmessage.如果当事人不在，要准备一个清楚，简短的留言。Youcansay你可以说:IamsorryMr.Liisnothereatthemoment.MayItakeamessage?对不起，李先生此刻不在.我可以为您留言吗？

MAKETELEPHONECALLS

打19TelephoneRules原那么P=PleasantVoice愉悦嗓音O=OfferingHelp提供帮助L=Listen聆听I=InterestbyName 尽量使用姓名T=TakeNotes 做记录E=Efficient 高效20CourtesyPhrases礼貌用语MayItakeamessage?我可以为您留言吗？Iamsorrythelineisbusy.对不起，此刻正占线。Thankyouforcalling.谢谢您的.21CourtesyPhrases礼貌用语Thankyouforyourreservation.谢谢您的预定.Thankyoufortheinformation.谢谢您的信息.Pleasecallagain.请再打过来.22CourtesyPhrases礼貌用语Sorrytokeepyouwaiting!对不起，让您久等了！Holdon,please.请稍等.Iwilltransferyourcallnow.我现在就为您转接.IamsorryMr.Liisnothereatthemoment.对不起，李先生此刻不在.23NeverVs.Always

永远不要Vs.总是NEVER永远不要Neverallowthephonetoringmorethan3times永远不要允许铃声响三遍以上Neverallowthetwoconversationsatthesametime.永远不要同时进行两种对话〔接时与别人谈话〕Nevereatordrinkandanswerthephone.永远不要接时吃东西或喝饮料Neverdropthetelephonereceiver.永远不要重放Neverleavethereceiveruncoveredasthecallerwillhearyouspeaking.永远不要说与对方无关的话时不捂住话筒24NeverVs.Always

永远不要Vs.总是ALWAYS总是Alwaysgreetfirst“Goodmorning〞or“Goodafternoon〞andintroduceyourselforthedepartment.总是先说问候语“早晨好〞或“下午好〞并介绍你自己和你所在部门AlwaysspeakEnglishandspeakslowly.总是用英语接并讲得慢一些Alwayshaveapennearthetelephone.总是在旁放一支笔Alwaysleaveamessageifit’snecessary.总是记下客人的留言，如果必要的话Alwaysgiveyourfullattentiontothecaller,donottrytodotwotingsa