电话礼仪培训(中英文对照)培训教程.ppt

TELEPHONE ETIQUETTE电话礼仪培训 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 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. After completing this training,you will be able to: 成功的完成本课程后你将能够： 树立正确的接听电话的态度 学会如何职业化的接听电话 各种情况下的电话沟通技巧 如何完整和正确的处理电话留言 如何让客人在线上等候 如何处理愤怒的致电者 Answering a telephone  如何成功的接听电话 Sit up Straight 身体坐直 Use Proper Volume　声音适中　　　　 Be Courteous and Professional　礼貌和职业化 Speak Clearly　语音清晰 Use Good English and Grammar　语法和发音正确 Answer Speedily/Promptly 回答迅速 Smile　微笑！（客人可以听见你是否在微笑） Communication Model 交流模式 It takes two to communication Two-way communication model 3. Proper manner Build a positive climate Give 100% of your concentration to what the caller is saying ?　早上好 ?　千红饭店/餐饮部 ?　这是…..?　我可以帮您做些什么？ 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 Taking Message 记录电话留言 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 Place Callers on Hold让客人在线上等候 1.　最容易引起客人投诉的情况之一 2.　只有需要时才这样做 3.　经常询问客人 4.　让客人为一个确切的答复而等候 5.　不要让客人 进退两难 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 frequently 频繁察看 Give the caller a choice again 再次请对方选择 Handling Irate Callers处理愤怒的电话 Efficient Telephone Usage如何高效的打电话 * Telephone Skill 中管网通用业频道 * 中管网通用业频道 REMEMBER, everyone who answers the telephone is a sales person. Build up correct telephone attitude Use the business telephone more efficiently Answer the business telephone properly Take complete and accurate message Place callers on hold Handle irate caller Know importance of telephone skills 迅速接听电话. 在2或3声铃响之间.不要让客人等候时间太长 Answer prompt