酒店电话礼仪76642ppt课件.ppt

Contents 我们将一起了解…… Objectives 目 标 Telephone Answering Standard 接听电话基本原则 Answer the phone within 3 rings 在电话响三声以内必须接听。 1， 2, 3…… Telephone Answering Standard 接听电话基本原则 Telephone Answering Standard 接听电话基本原则  Greeting 问 候 Good Morning - 00:01 - 12:00 hr Good Afternoon - 12:01 - 18:00 hr Good Evening - 18:01 - 00:00 hr How to answer the phone 怎样接听电话 External calls外线电话 ? 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? Transferring a Call 转接电话 Line Busy/No Answer 线路繁忙/无人应答  Place Callers on Hold 请求客人等待 　Make phone calls 拨打电话 Preparation is very important 准备妥当 After you reach the number 接通电话 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 Talkative Caller 善言的来电者 The Hard to Understand Caller 难于理解的来电者 Always 总 是 Always 总 是 Never 永远不要 * * Telephone Courtesy  电话礼仪 Telephone Answering Standard 电话接听原则 Transfer the phone 转接电话 Leave Message 留言 Make the telephone call 如何拨打电话 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 Apply the standards back at work 在工作中运用电话接听原则 Can use professional skill to transfer the call 礼貌地转接电话 Leaving message skill 留言技巧 Manage difficult guests on line 应对通话中的3类难缠客人 By the end of Today’s Session you will be able to 本次课程结束之后，你将能够： 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。根据接听电话的时间来定 You voice must have a smiling voice, and 　 must pronounce the words properly. 接电话的时候语气要柔和,用语要恰当，并且面带微笑 ? 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。根据接听电话的时间来定 ? Mention the name of the hotel or department name 报酒店或部门的名字 ? Mention your name