总机、商务中心服务.pptVIP

总机房的岗位职责 Telephone etiquette电话礼仪 Welcome!! Brainstorm大脑风暴 what you expect from an excellent telephone operator/guest services associate 你期望从一个完美的通话过程中得到什么? Receiving a call: chances and possibilities during a call接电话:在接电话过程中出现的机会和可能性 How to answer the phone?怎样接电话 Connecting转接 The requested person can not be reached 要找的人不在. Offer to return the call告知会回电 Phrase Scripts常用电话短语 Answering-应答电话 Good Morning, Renaissance WuHan Hotel, how may I assist you?“ 早上好，武汉光明万丽酒店，我可以帮您吗？ Good morning,Front Office (your dept.), This is James, how may I assist you, Mr./Ms.xx (in house guest)?“ 早上好，前厅部(你的部门)，这是James，我可以帮您吗，xx先生？(住店客人) Connecting-转接 May I place you on hold while I transfer your call. 请稍等, 我帮您转接. Thanks for waiting, I will connect the line/call! 谢谢, 我帮您转接. No Answer-无人应答 I am sorry, there is no answer at the extension of Mr./Ms… (name), may I connect you to the voice mail to leave a message? 我很抱歉，….先生/女士(姓名)的分机无人接听，我可以帮您转接到语音信箱留言吗？ Line is busy-电话忙线中 I am sorry, the line is busy right now, would you like to hold the line? 我很抱歉，电话目前忙线中，您愿意稍等吗？ Phrase Scripts-经常用语 May I beg your pardon? 对不起,请您重复一遍好吗? I am delighted. 乐意为您服务. Thank you for calling. Have a nice day! 谢谢您的来电, 祝您愉快! Telephone etiquette CODE OF CONDUCT I will not use ?Hello“, even for internal calls.我不会用hello，就算是内线． I will only use positive words.我使用积极的词汇． I will ask for permission before transferring or putting somebody on hold.在转接或暂时需等待时，我先得到客人的允许． I will offer alternatives when the requested party is not available.当要找的人不在时，我会提供选择给客人． Service Excellence Standards完美服务标准 Use the appropriate greeting with a smile微笑着使用合适的词汇 adding value to the guest‘s stay 给客人下榻增加价值 apologizing for any inconvinience 　为造成的不便道歉 Say Thank You说谢谢 Allowing the caller to end the call允许客人先挂电话 Telephone etiquette CODE OF CONDUCT I will utilize the Service Excellence Standards.我将利用完美服务标准 Finally, I do guarantee that every caller will leave the phone satisfied.最后，我