酒店电话礼仪标准流程.docVIP

PAGE 20 - XXX 酒店 STANDARD OPERATING PROCEDURE 标 准 工 作 程 序 TELEPHONE MANNER/COURTESY电话礼貌礼仪 ANSWER ALL CALLS QUICKLY – This is to let the caller know that you and your hotel is eager to serve him. An unanswered telephone can mean no business or loss. 及时接听所有电话—这表明酒店及酒店员工非常乐意为他服务。一个没有人接的电话意味着酒店没有生意或丢失生意。 Telephones should be answered in a warm and friendly manner within 3 rings. It is important to speak in a clear, courteous and professional voice. 所有电话应该在铃响三声内被接听，态度要热情，友善。特别注意语言和语气要清楚，礼貌，专业。 Never sound rushed or irritated even if it is BUSY. 绝对不要显得急匆匆或不耐烦，尽管有时你很忙。 IDENTIFICATION – For internal calls, identify your office, your name etc. After greeting “Good morning/afternoon/evening” XX department, XX speaking, How may I help you??………… 通报自己内线电话, 在问候之后通报你的办公室,姓名等. “早上好/下午好/晚上好, XX 部门，我是XX，有什么能帮您的？？…….” PICTURE THE CALLER – Speak “to” the caller, not “at” the telephone. Remember your “please”, “thank you” and “goodbye”. Don’t forget “May I…” or “Would you …” 语气生动, 礼貌与来电者交谈而不是拿着听筒自己说话. 记住这些礼貌用语: 请,谢谢, 再见,您等. BE HELPFUL – Always offer to take a message if there is no answer in the room. Obtain the caller’s name, his company and Department (if applicable), his telephone number or extension as well as a message. 主动提供帮助如果房间没有人,主动请来电者留言: 来电者的姓名, 公司名称,部门, 他的电话号码或者分机, 以及留言. TRANSFER THE CALL – Only transfer calls when you are sure the transfer will be effective. Be sure to explain clearly to the caller. 转接电话当你确认转接电话会给来电者更大帮助转接电话, 但要向来电者先解释清楚. LEAVING THE LINE – If you have to break up the conversation, tell the caller what you are going to do, how long you expect it takes and ask him if he/she would like to wait, or would prefer to be called back. 暂时离开如果你必须暂时离开,告诉来电者并解释你必须离开多久, 询问他是否愿意等候或待会再来电. Thank the caller for waiting and apologize for delay. 感谢来电并为延误道歉. CLOSING THE CALL – Review details. There is no better way to terminate a call than to say “Thank you”, “Goodbye”. 结束通话重复细节, 然后以敬语结束通话:谢谢,再见. Hang up gently. (You must let your caller hang up first). 轻轻地挂上电