1、TELEPHONE ETIQUETTE电话礼仪,Why Do We Have This Training为什么进行电话礼仪培训,The customers 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 impression 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
2、 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. 知道使用电话的要点及其重要性。,Lesson Outlines 课程结构,Answering Calls接听电话Putting Calls on hold请致电者等候Transferring Cal
3、ls转接电话Taking A Massage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： 早上/下午/晚上好 Good Morning/Afternoon/Evening, Answering in-coming internal calls 接听打进的内
4、线： 你好，总机。Operator, Mary speaking.,Put caller on hold 让来电者等候： 请稍候！ One moment please!To end the conversation 结束通话时： 谢谢您的来电！ Thank you for calling!,For Department 对于部门：,Calls from within the hotel内线电话:Greeting First先问好Identify the Department报本部门名称Give Your Name, and Ask “How May I Help You?” 报上自己的姓名并问
5、 “How May I Help You?”,Putting Callers On Hold 请对方等候,Offer the caller a choice: to hold or leave a message 给对方选择：时等候或是留言Check back frequently 频繁察看Give the caller a choice again 再次请对方选择,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 trans
6、ferring 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,Taking A Message记录留言,Write Legibly 字迹清楚Be complete 内容完整 -Date and time of call 电话时间 -Name of the caller对方姓名 -Name of the person being called欲找人姓名 -Callers phone number对方电话号码 -Brief message简要信息 -Your own na
7、me or initials记录者姓名,Taking A Message记录留言,Be accuraterepeat the message to the caller准确向对方重复留言内容,Close The Loop结束,Deliver messages and complete service requests 将信息送达，落实客人要求的服务,Confidentiality/Security保密/安全,Never give out room numbers of guests to callers 决不能将客人的房号告诉对方,Suggestive Selling建设性销售,Listen
8、to the needs of the caller 认真听取对方需要Offer services to meet those needs that may not be known by the customer 主动提供服务以满足客人没有意识到的需要,Telephone Rules电话原则,P=Pleasant Voice 愉悦的嗓音O=Offering Help 提供帮助L=Listen 聆听I=Interest by Name尽量使用姓名T=Take Notes做记录E=Efficient高效,Courtesy Phrases礼貌用语,Thank you for your reserv
9、ation 谢谢您的预定Thank you for the information谢谢您的信息Please call again请再打电话过来,Courtesy Phrases礼貌用语,May I take a message 我可以为您留言吗？I am sorry the line is busy对不起，此刻正占线。Thank you for calling谢谢您的电话,Courtesy Phrases礼貌用语,Sorry to keep you waiting对不起，让您久等了！Wait one moment please请稍等I will transfer your call now我现
10、在就为您转接I am sorry Mr. Li is not here at the moment对不起，李先生此刻不在,TELEPNONE SKILLS CHECK电话技能检查,When should we answer the telephone? 我们应当什么时间应答电话？2. What is the standard for answering telephones? 应答电话的标准是什么？ 3. What are the courteous phrases? 电话礼貌用语是什么？4. How do we transfer a call? 我们如何转接电话,TELEPNONE SKILLS CHECK电话技能检查,How do we take a message? 我们如何留言？What does POLITE mean? POLITE是什么意思?7. Why should we be P. O. L. I. T. E? 我们为何要P. O. L. I. T. E?8. Why are good telephone skills important? 为什么好的电话技能很重要,Thank you !Wish you work will be better !Have a nice day!,
