戴斯酒店_On-boarding Training_电话礼仪.ppt

美国戴斯酒店集团(中国)Days Inn China 电话礼仪培训课程 Telephone Techniques Program 目录TELEPHONE TECHNIQUES PROGRAM CONTENTS I 欢迎与介绍 WELCOME AND INTRODUCTION II 识别顾客 IDENTIFYING THE CUSTOMERS III 识别挑战 IDENTIFYING THE CHALLENGES IV 卓越服务的精神 SPIRIT OF SERVICE EXCELLENCE V 态度——基本技能 ATTITUDE — THE ULTIMATE SKILL VI 改进过程 THE IMPROVEMENT PROCESS VII 有效的聆听 EFFECTIVE LISTENING 第一印象就是 “ First impressions are lasting impressions ” 培训目标WORKSHOP OBJECTIVES 此项培训旨在帮助您： This program is designed to build your knowledge on: 了解谁是我们的顾客 An understanding of who our customers are. 这些顾客期望什么 What those customers’ expectation. 使用电话进行卓越服务的指导方针 The guidelines to Service Excellence on the telephone. 培训目标WORKSHOP OBJECTIVES 沟通技巧（包括基本的销售技巧） Communication skills (including basic selling skills) 如何通过电话进行有效的顾客沟通 How to conduct effective and efficient customer interactions on the telephone 如何处理棘手的问题 How to deal with difficult situations 关键措辞－戴斯酒店方式 Key Phraseology – the Days Inn Way 自我介绍SELF - INTRODUCTION 姓名 Name 工作年限 Years with the Company 工作期望 Concerns/Expectations 客户服务经验 Working experience in Customer Service 谁是我们的顾客WHO IS OUR CUSTOMER 外面的顾客可能包括： EXTERNAL CUSTOMERS might include： 订房电话—意味着增加收入的机会 Room Reservation call in…so it is a revenue opportunity 订餐电话—预订前的第一印象 FB Reservation call in …first impressions before booking ? 供应商来电—为我们提供高质量产品的合作伙 伴 Suppliers…our partners in producing quality products 行政部门来电—可能是酒店的业主…… Administration calls…could be the owners… 谁是我们的顾客WHO IS OUR CUSTOMER 紧急电话—双向沟通—也许是救生的时机 Emergencies – 2 way communication…life saving opportunity 顾客来电—客人的反馈能够带来更多信息 Guest contact calls …existing guest feedback can generate guest feedback. 错误来电—只要处理妥当，即便是误拨入的 号码也有可能带来商机 Wrong numbers …even a wrong number today can be the right one tomorrow if i