酒店业电话礼仪培训.ppt

TELEPHONE ETIQUETTE电 话 礼 仪 Why Do We Have This Training为什么进行电话礼仪培训 The customer’s first contact with our hotel is often a telephone call. 客人通常是通过打电话与酒店进行最初联系的。 Their first impressions of the hotel could depend entirely on how you conduct that telephone conversation. 你的电话礼仪完全决定了客人对酒店的第一印象. TELEPHONE ETIQUETTE OBJECTIVE培 训 目 的 By the end of the session you will be able to: 通过本次培训使你能够： Demonstrate the correct answering phraseology. 使用正确的电话应答语言。 List the key points for using telephones and why they are important. 列举使用电话的要点及其重要性。 AGENDA 课程安排 Answering Calls 接听电话 Putting Calls on hold 请致电者等候 Transferring Calls 转接电话 Taking A Message 留言 Courtesy Phrases 礼貌用语 Telephone Rules 电话原则 Answering Calls 接听电话 All Calls Must Be Answered Within 3 Rings or Less. 所有电话必须在3次振玲之内接起。 For Operators 对于总机话务员 Answering in-coming external calls 接听打进的外线： Good Morning/Afternoon/Evening; Loong Palace Hotel Resort; … speaking; How may I help you? 早上/下午/晚上好; 北京龙城丽宫国际酒店; 我是…; 需要帮忙吗? Answering in-coming internal calls 接听打进的内线： Good Morning/Afternoon/Evening; Operator; … speaking; How may I help you? 早上/下午/晚上好; 总机; 我是…; 需要帮忙吗? For Operators 对于总机话务员 Put caller on hold 让来电者等候： Hold on, please! 请稍候！ To end the conversation 结束通话时： Thank you for calling! 谢谢您的来电！ For Department 对于部门： Calls from within the hotel 内线电话: Greeting First 先问好 Identify Your Department 报本部门名称 Give Your Name 报上自己的姓名 Ask “How May I Help You?” 问 “需要帮忙吗？” Transferring Calls 转电话 Tell the caller that you are transferring the call 告诉对方你要转电话 Tell the caller who you are transferring the call to 告诉对方你在把电话转给谁 Always try to handle a service request yourself 尽可能自己处理来电人要求的服务 Putting Calls On Hold 请对方等候 Offer the caller a choice: to hold or leave a message 给对方选择：是等候或是留言 Check back every 15 seconds 每隔15秒察看 Give the caller a choice again 再次请对方选择 Taking A Message