星级酒店电话礼仪课程课件.pptVIP

Greeting 问 候 Good Morning - 00:01 - 12:00 hr Good Afternoon - 12:01 - 18:00 hr Good Evening - 18:01 - 00:00 hr How to answer the phone 怎样接听电话 External calls外线电话 ? Good morning, XXX Hotel, XXX speaking, how may I help you ? 早上好, XXX酒店,我是XXX,有什么可以帮您的吗? Internal calls内线电话 ? Good morning ,XXX department, XXX speaking ,how may I help you? 早上好，XXX 部门，我是XXX，有什么可以帮您的吗？ 练 习 Transferring a Call 转接电话 Keep your company’s phone numbers 保存一份公司电话号码表 Confirm with the caller and explain you will transfer the call 确认客人需求，告诉客人您即将转接电话 Brief the caller’s request to the listener who answered the phone. 请将客人的具体要求转达给相关部门 “Please hold on, I’ll connect you.” “Would you hold on for a moment?” “Wait a moment, please.” “Sir/Madam.” Line Busy/No Answer 线路繁忙/无人应答 Give the choice to the caller 提供给客人一定的选择: Hold On or Leave a Message 如“等待”或是“留言” Transferring a Call 转接电话 Would you like to hold on for a while or leave a message, sir/madam?  Place Callers on Hold 请求客人等待 Ask for agreement before you hold the phone 在候住电话之前，请求客人同意 Give your attention to the caller when you hold the phone. 在客人等待的过程中，仍然要有照顾 Write down the message 内容完整 Repeat the message to confirm 确定内容 Deliver the message 转交留言 Leave Message 留 言 “Would you like to leave a message?” “I’ll make sure he gets the message, Mr./Ms.______.” To 致: From 自: Tel. No. 电话: Date 日期: Time 时间: Message 留言: Your Name Signature: 留言者姓名及电话 Make phone calls 拨打电话 Preparation is very important 准备妥当 After you reach the number 接通电话 Dialing the wrong number 打错号码 The person is not in 当事人不在 Manage difficult guests on line 应对难缠的来电者 The Angry, Rude or Upset Guest 气愤、粗暴、心烦的顾客 The Talkative Caller 善言的来电者 The Hard to Understand Caller 难于理解的来电者 Always greet first “Good morning” or “Good afternoon” and introduce yourself or the department. 总是先说问候语“早晨好”或“下午好”并介绍你自己和你所在部门 Alwa