电话礼仪 PPT课件

1、1,Telephone Manner电话礼仪,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,LEARNING OBJECTIVES学习目的,To answer all incoming calls and direct them to the concerned guests or hotel departments / sections promptly, politely and efficiently. 应答所有来电并将它们恰当、礼貌和有效地分转向客人或者各部门 To create and build the best impression through our voice an

2、d represent the hotel. 通过声音树立良好的企业形象,2,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,3,Part One第一部分,The Importance of Good Telephone Interactions 良好的电话沟通的重要性,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,4,Our Telephone Credo我们的电话服务宗旨,“Impress them with a phone service so good that the next time they call is to either give us more busines

3、s or to compliment us!” “用良好的电话服务给人以深刻的印象,因此他们的下一次来电要么是带来更多生意,要么是称赞我们的精湛服务!”,Credo: a statement of beliefs or principles,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,5,Telephone Calls - Chore or Opportunity?铃声四起 - 麻烦还是商机?,Dont let bad experiences hold you back! 不要让不快的经历左右你的情绪 Answering telephone call is NOT a chore bu

4、t an OPPORTUNITY 接听电话不是对我们工作的骚扰而是无限商机,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,6,Opportunities from a Telephone Call电话中蕴含的机会,Increase Business 更多生意 Create Positive Impression 营造积极的印象 Help Someone 帮助他人 Create Customer Loyalty 建立客户忠诚度 Show CARE to others 关爱他人 What other opportunities can you think of? 您还想到了什么?,找讲师，就

5、上中华讲师网 中国最大的培训讲师选聘平台,7,A Survey by Communication Briefing*来自迅捷沟通公司的一份调查报告,82% of the respondents say that the way a phone call is answered influences their opinion of a company significantly 82%的被调查者称员工接听电话的方式极大地影响着来电者对该公司的评价.,* Communication Briefing is a Publishing Group,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,

6、8,Why is it important to answer telephone calls professionally?专业的接听电话为何如此重要?,It is a fast moving world 飞速发展的世界 Competition is hot in the market 市场竞争激烈 First Impression on the telephone matters a lot 在电话中给人留下的第一印象至关重要 We could lose business 我们将失去大笔生意,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,9,It is a fast moving w

7、orld飞速发展的世界,People do not have time 人们的时间有限 They do not have the patience to wait too much 人们没有耐心等太久 Effectiveness and efficiency are important when serving on the telephone 优质高效的电话服务非常重要,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,10,Competition is hot in the market市场竞争激烈,Guests have many choices 客人有很多选择 Competitors

8、 are getting better 对手会做的更好 Guests judge our service by the way we handle telephone calls 客人会通过我们接听电话的方式来衡量我 们的服务水准.,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,11,First Impression on the telephone matters a lot在电话中给人留下的第一印象至关重要,First impressions last a long time 第一印象的长久性 Telephone is often the first contact point 电话

9、是服务的第一扇窗口,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,12,We could lose Business我们将失去大笔生意,Badly handled telephone calls can turn business away 低质的处理电话将会丢掉生意 It gives guests the perception that we are not willing nor ready for service 客人会认为我们不情愿为他们提供服务.,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,13,Share with us分享您的想法,Think of your exp

10、erience as a caller. Share with us:设想您在打电话: A good telephone experience 好的通话经历 A bad telephone experience 坏的通话经历 What happened? 发生了什么? How did you feel? 你的感受如何? What was your impression of the company? 你对这个公司的印象如何? What did you do after that telephone call? 通话结束后你会怎么做?,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,14,S

11、ome other “mistakes”其它的错误,Some other “mistakes” listed respondents: 被调查者列出的其它错误: Hanging up before the guests did 没有等客人先挂电话 Interrupting 打断客人讲话 Giving wrong information 提供错误的信息 Not prompt in answering telephone 没有及时接起电话,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,15,The telephone creates a very important first impres

12、sion电话服务 - 树立关键的第一印象,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,16,Part Two第二部分,The Foundational Skills 基本技巧,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,17,Return to Basics回到起步阶段,Caller cannot see your Body Language 来电者看不到你的肢体语言 Tone of Voice and Words become very important over the telephone 语音语调及措辞在电话交谈中就显得尤为重要了,找讲师，就上中华讲师网 中国最大的培训

13、讲师选聘平台,18,We are still dealing with a person我们是在和人打交道,On the other end of the line is a human being 电话的另一端同样是一个人! It is not just a voice 而不只是一个声音 Treat that person with care and respect 尊重他人、关爱他人,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,19,What we dont see matters那些我们看似无关紧要的事情,Though the caller cant see us physica

14、lly, they “see” and “feel” us through our voice 尽管来电者不能直接的看到我们,但他们却能够通过我们的声音看到并感觉到我们. Positive sitting posture and facial expression are important 平稳的坐姿和积极的面部表情 非常重要,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,20,People can feel your emotions人们能够感觉到你的感情,Callers can feel our emotions over the telephone e.g. happy, sad

15、, frustrated etc 来电者能够通过电话来感受到你的感情,高兴,悲伤亦或是情绪低落 Create positive energy with a positive voice 用积极的语音语调来营造积极并充满活力的交谈氛围,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,21,Show that we value others让别人知道我们在重视他,We want to show both guests and associates that we value and respect them 让同事和客人知道我们重视并尊重他们 Show value and respect ov

16、er the telephone 在电话中体现我们对他人的重视和尊重,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,22,We need to work harder on the telephone我们需要在电话服务上下大工夫,It is much more difficult to communicate over the telephone as compare with face-to-face situation 与面对面的沟通相比, 电话沟通要困难的多 Exercise more patience and empathy during a telephone call 在电话

17、沟通中多一些耐心和理解,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,23,Tone of Voice语音语调,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,24,Tone of Voice语音语调,Tone of voice conveys a lot about our message. 语音语调传达了沟通中的重要信息 Study by Dr. Mehrabian of UCLA,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,25,Tone of Voice语音语调,Have a Smile 面带微笑 Pump in the Energy 充满活力 Moderate yo

18、ur Pace 适中的语速 Pitch 合适的语调 Articulation 吐字清晰 Appropriateness 恰如其分的表达,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,26,Have a Smile面带微笑,Your smile can be felt by the caller 来电者可以感觉到你的微笑 Consistent with “Smile and Greet” of S.T.A.R. Service Standard 与明星服务中的“微笑和问候”相一致 It makes you feel happier 也使你自己心情舒畅,找讲师，就上中华讲师网 中国最大的培训

19、讲师选聘平台,27,Pump in the Energy充满活力,Putting energy into your voice 将活力注入你的声音 With energy, one sounds more positive and enthusiastic 充满活力, 使你的声音听起来积极主动,充满热情 Youll feel better too 你自己也会感觉不错,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,28,Moderate your Pace适中的语速,Do not be too fast nor too slow in your speech 交谈中,语速既不要太快,也不要

20、太慢 Speaking too fast will make you difficult to understand 语速过快会使你听不懂对方的话语 Speaking too slow will make you sound unenthusiastic, boring 语速过慢让人觉得你缺乏热情, 显出厌倦,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,29,Pitch合适的语调,Vary you pitch appropriately 抑扬顿挫 A consistently high pitch or low pitch is ineffective 一成不变的语调代表着低效率 Be

21、 aware of how your pitch is affecting others 要知道你的语调会影响他人的感受,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,30,Articulation吐字清晰,Pronounce your word clearly 发音准确 Speak clearly 话语清楚 Take extra care with foreign caller (our accent may be difficult for them) 给外国客人多些关爱,因为他们可能听不懂我们的口音,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,31,Appropriaten

22、ess恰如其分的表达,Being appropriate is critical 恰当的表达非常重要 Speak right for the right situation 合适的场合,说合适的话 Use an appropriate tone of voice for the appropriate situation 根据情况相应地调节语音语调,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,32,Choice of Words恰当的措辞,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,33,Choice of Words恰当的措辞,Four things to remember

23、in using words effectively 有效的措辞需要记住以下四点 Greet 问候 Use Names 称呼来电者的名字 Avoid Triggers 言辞不要过于绝对 Use Calmers 采取平和的方式,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,34,Greet问候,Just like in a face-to-face situation, we greet the caller 问候来电者,就像他们面对面一样 Show that we care 展现你的关爱 We are warm and friendly 我们的态度热情友好,找讲师，就上中华讲师网 中国最

24、大的培训讲师选聘平台,35,Use name 称呼客人的名字,Address the caller by the name 称呼来电者的姓名 Find out if you do not know 如果不知道,设法得知 Show of respect 表现出对其尊重,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,36,Avoid Triggers言辞不要过于绝对,Triggers: words that can create an undesirable reaction from the caller 过于绝对的言辞会使来电者产生反感 Avoid Triggers always 要经常

25、避免绝对化的言辞 Example: Policy, cannot, dont know, yeah.but., etc 例如:政策、不可以、不知道、哦但是,此类的话语,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,37,Use Calmers采取平和的方式,Calmers are words that can create a positive feeling in a telephone conversation 即能够创造积极的电话交谈氛围的方式 Replace Triggers with Calmers 用平和而不是绝对 Calmers: Heres what I can do f

26、or you, Let me find out, etc 平和的方式:(不过)我可以帮您, 我来帮您查一下等,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,38,Part Three第三部分,The Skills and Standards for Different Situations 在不同情况下的技巧和标准,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,39,Picking a Call接听电话,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,Role Play练习,40,Picking a Call (Calls from Outside)接听外线电话,Picking

27、 a Call (Calls from inside)接听内线电话,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,41,Picking a Call (Calls from Outside)接听外线电话,Answer all calls within Three rings 铃响三声必应答 Smile and Greet 微笑并问候 Mention propertys name 酒店名字 Mention your name 您的名字 Offer assistance 提供帮助,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,42,Answer within Three Rings铃响

28、三声必应答,Target to pick up a call within three rings 努力在三声铃响内接起电话 Callers might get impatient if they have to wait too long 来电者因不愿等太久而变得不耐烦 May create a “not efficient” impression if call not answer promptly 没有迅速接起电话会使来电者认为我们“效率低下”,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,43,Answering a call from outside should sound

29、 like this:接听外线电话应该是这样的:,“Good Morning! Thank you for calling The St. Regis Shenzhen. How may I assist you?” “早上好, 感谢致电深圳瑞吉酒店，请问有什么可以为您效劳?”,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,44,Picking a Call (Calls from inside)接听内线电话,Answer all calls within Three rings 三声铃响必应答 Smile and Greet 微笑和问候 Mention Departments name

30、 报出您的部门名字 Mention your name 报出您的名字 Offer assistance 提供帮助,Remember to show your fellow associates care too! 同时也别忘了关爱您的同事!,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,45,Answering a call from inside the hotel should sound like this:接听酒店内线电话应该是这样的:,“Good Morning! Thank you for calling Housekeeping. This is Siti. How may

31、 I assist you?” “早上好,感谢致电客房部. 我是Siti, 请问有什么可以为您效劳？”,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,46,Transferring Calls转接电话,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,47,Transferring Calls转接电话,Most people do not like being transferred on the telephone 大部分人不喜欢他们的电话被转来转去 Some bad experiences include 一些糟糕的经历 They have to repeat the whole

32、story to the next person 来电者不得不重复他们的话 They are transferred to the wrong department 被转接到错误的部门 They end up with a recorded machine 听到的是录音留言 They get cut off 电话断线,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,48,Steps in Transferring Calls转接电话的步骤,Tell the caller that you will connect him to the correct person or departmen

33、te.g. “Please wait a moment Mr Lee, I will connect you to Mr Sung of F 记录客人的留言和客人的电话号码； Repeat the message and the telephone number; 重复留言（重点）及电话号码； Thank the him/her for calling by using his/her name, and promise to deliver the message as soon as possible; 以對方的姓名來感谢客人的来电.并表示会尽快将留言转达； Note the date, time and your own name 注明日期、时间及您的姓名,56,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,57,Closing Calls结束通话,找讲师，就上中华讲师网 中国最大的培训讲师选聘平台,58,Closing Calls结束通话,The end of the call is as important as the beginning. 结束通话和开始接听时一样重要 End all calls with a positive impression just like