电话礼仪培训(中英文).pptVIP

* TELEPHONE ETIQUETTE电 话 礼 仪 * * 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公司进行最初联系的。 Their first impressions of the company could depend entirely on how you conduct that telephone conversation. 你的电话礼仪完全决定了客人对公司的第一印象. * TELEPHONE ETIQUETTE 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. 列举使用电话的要点及其重要性。 * AGENDA 课程安排 Answering Calls 接听电话 Putting Calls on hold 请致电者等候 Transferring Calls 转接电话 Taking A Message 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： Good Morning/Afternoon/Evening; King of Party Resort; … speaking; How may I help you? 早上/下午/晚上好; K歌之王; 我是…; 需要帮忙吗? Answering in-coming internal calls 接听打进的内线： Good Morning/Afternoon/Evening; Operator; … speaking; How may I help you? 早上/下午/晚上好; 总机; 我是…; 需要帮忙吗? * Put caller on hold 让来电者等候： Hold on, please! 请稍候！ To end the conversation 结束通话时： Thank you for calling! 谢谢您的来电！ For Operators 对于总机话务员 * For Department 对于部门： Calls from within the hotel 内线电话: Greeting First 先问好 Identify Your Department 报本部门名称 Give Your Name 报上自己的姓名 Ask “How May I Help You?” 问 “需要帮忙吗？” * 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 * 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 every 15 seconds 每隔15秒察看 Give the caller a choice again 再次请对方选择 * Tak