酒店基础电话礼仪Basic Telephone Courtesy.ppt

Basic Telephone Courtesy基础电话礼仪 Contents 课程内容 Answering 应答 Transferring 转接 Placing a call on hold 线上等候 Terminating 结束 Listening 倾听 Don’ts 禁语 脑海中的图象 留心的 Alert 愉悦的 Pleasant 自然的 Natural 礼貌的 Courteous 清晰的 Distinct 达意的 Expressive Answer the phone within three rings. 铃响三声内接起电话。 Greeting: “Good morning/afternoon/evening.”问候语：“早上/下午/晚上好” Thank:“ Thank you for calling XXXX Hotel” 感谢致电XXXX大酒店 Identify yourself: “This is Angela speaking.” 这是XXX Offer assistance: “How may I help/assist you?” 提供帮助：“请问有什么可以帮到您的？” Telephone Answering Standard 电话应答标准—外部客人电话 Answer the phone within three rings. 铃响三声内接起电话。 Greeting: “Good morning/afternoon/evening.” 问候语：“早上/下午/晚上好” Clarify Department: “ Housekeeping /Chinese Restaurant.” 告知酒店部门：客房部/中餐厅” Identify yourself: “This is Angela speaking.” 我是Angela Offer assistance: “How may I help/assist you?” 提供帮助：“请问有什么可以帮到您的？” Telephone Answering Standard 电话应答标准—内部电话 When Answering 当应答时 Smile – You’ll sound friendly and enthusiastic. 微笑- 你的声音听起来会友好而热情。 Use the caller’s name if you know it. 在你知道对方姓名的情况下称呼客人的名字。 Avoid negative language, hotel jargon, and slang. 避免消极的语言，酒店专用术语和俚语。 Vary the tone of our voice. Avoid extremes in volume, pace, and pitch. 变换音调，避免不和谐的语音，语速和声调。 Transferring a call 转接电话 Caller requests transfer: “Certainly, my pleasure” 来电者要求转接：“当然，很高兴为您转接。” Caller requests information: “Certainly, Sir/Miss, I will put you through now.” 来电者询问信息：“当然，先生/小姐，我会帮您转接到相关部门。” Announcing a transfer call: “Good morning, John. This is Angela. I have a Mr. Smith on the line who asked for room rates. May I go ahead and transfer the call?” 说明转接的电话：“早上好， John。我是Angela。有位Smith先生在电话上询问房价的信息，是否方便现在将电话转进来？” Remember: Eliminate call transfers when possible 记住：尽可能减少地转接电话 Transferring a Call 转接电话 Keep your company’s phone numbers 保存一份公司电话号码表 Explain you will transfer the call 解释你将转电话 Transfer button extensio