电话留言培训纲要资料.docVIP

TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: Taking Message 任务: 电话留言 Code序号: RM-RES-A090 Objectives： At the end of this session reservations sales agent will be knowing the procedure of taking message. 目的: 在课程结束的时候预订部销售文员应懂得电话留言的程序。 Standard ： In all situations that a caller is unable to have their call connected to his/ her requested destination, Reservation Sales Agent will offer to take a message. All messages will be recorded accurately and delivered within 10 minutes. 标准: 如来电所找的人不在时，预订部销售文员应准确无误记录来电内 容，并在 10分钟内将留言单交给相关人员。 Resources: Flip Chart, Handout and computer with Oprea terminal. 培训器材: 白板，白板纸，培训资料和有Oprea终端的电脑。 Method 培训方式 Training Steps 培训步骤 Time 时间 Introduction 介绍 Lecture 教学式 Prepared on Flip Chart Contents 内容 Brainstorms 集思广益 Lecture Explanation 教学式与讲解 Demonstration 展示 Practice - Role Play 练习 – 角色扮演 Critique 评估 Summary 总结 Show “ W.I.F.M” (Objectives) 显示课程目的 Prologue: As a Reservations Sales Agent sometimes we need provide taking message service for the guest. 开场白： 作为一名预订部销售文员我们有时需要向客人提供留言服务。 So the objectives of this session is: …(Refer to Objectives of this TAO) 今天这堂课的目的是：（参考标准与程序〕 The main content of this course should be: 这节课的主要内容是： Procedure of taking message. 留言的程序。 What information we should record when we taking message? 我们留言时应记录那些内容？ Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step. 将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提问。 Demonstrate in Oprea how to leave message 在Oprea中展示如何留言。 Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step. 请参与者为客人，给其讲解步骤，作展示之后， 回顾白板纸上的内容，并讨论每一个步骤。 Each trainee practice. 每个学员练习。 Each trainee practices first as guest, then as Reservation Sales Agent. 每一个学员先作客人，后作预订部销售文员. Case Example 案例： A guest call to an in house guest who is not in the room at the moment, taking message for the guest. 一位客人打电话給一位住店客，但这