第四章话务服务chapter-4-Operator-Service.pptVIP

Unit 4 Operator Service Warming-up Activities Discuss with your partners and try to guess the meaning of the following types of phone calls. local calls local calls: 本地电话，又称calls inside the city collect calls collect calls (reverse charge calls): 接话人付费电话。接线员首先要问明对方是否愿意付费，才予接通。（e.g. This is the Hotel Operator. I have a collect call from New York. Will you accept the charges?）费用与叫人电话相同。 Warming-up Activities When you make an international call, you need to know the country code. Which country code do you know and try to list as many as you can. Questions for Discussion How important is the Hotel Operator? What are the responsibilities of the Hotel operator? Vocabulary Study Useful Sentences Useful Sentences Useful Sentences Useful Sentences Situational Dialogue Situational Dialogue Situational Dialogue Task Practice Task Practice Task Practice Role-play Sample (A: Staff B: Guest) A: Good afternoon. Changcheng Hotel. Operator. May I help you? B: Good afternoon. I’d like to book a long-diatance call to New York. A: All right. A person-to-person call or a station-to-station call, sir? B: Person-to-person. A: Could you tell me the party’s full name and the telephone number, please? B: Yes, it’s Mary Smith and the number is 212-5552201. A: May I have your name and room number, please? B: Yes, it’s Jack Black and I’m in Room 1201. A: Could you hang up, please? Now wait in the room and we will call you back. I’ll connect you with the International Call Service right now. B: OK. A: May I speak to Mr. Black, please? B: Speaking. A: This is the Hotel Operator. The overseas Operator is on the line. Go ahead, please. Listening Practice Keys Keys: 1) Dial 5 and then the time. For 6:00 a.m., dial 5 first and then 0630 for the time. There must be five digits in the final number. 2) Dial your new wake-up time. The computer will cancel the entered time. Challenges and Solutions What do you know about telephone etiquette? Solutions: a)All calls must be answered within