电话占线的处理程序培训纲要.docx

TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: Process ing Busy Line 任务： 电话占线的处理程序 Code序号： RM-RES-A080 Objectives: At the end of this sessi on reservati on sales age nt will know the procedure of process ing busy line. 目的： 在课程结束的时候预订部销售文员应懂得处理占线电话的程序。 Standard : Whe n an exte nsion is en gaged or busy, the Reservati on Sales Age nt will advise the caller accord in gly. The caller will always be offered the opti ons of wait ing for the exte nsion to become available or leav ing a message. 标准： 任何情况下某分机占线时，预订部销售文员都应告诉对 方。无论何时都要提供 给致 电者选择在分线上等待或 留言的权利。 Resources: Flip Chart, Han dout Telepho ne. 培训器材： 白板，白板纸，培训资料，电话。 Method 培训方式 Training Steps 培训步骤 Time 时间 In troducti on 介绍 Lecture 教学式 Prepared on Flip Chart Con te nts 内容 Lecture Expla nati on 教学式与讲解 Show “W.I.F.M (Objectives) 显示课程目的 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 process ing busy line. 处理占线电话的程序。 Show steps on prepared flipchart. Expla in reason for each step. Ask tra in ees to comme nt and questi on 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 并提冋。 5 Mi nutes 15 Min utes  Method 培训方式 Training Steps 培训步骤 Time 时间 Dem on stratio n 展示 Practice - Role Play 练习-角色扮演 Critique 评估 Summary 总结 Ask participant to be a guest. Show each step. After dem on strati on. 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 tra inee practices first as guest, the n as Reservati on 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 in the room at the mome nt, but whe n you tran sfer teleph one, you find the line is busy. 一位客人打电话給一位住店客，但这部电话占线。 Accord ing the procedure. 按照程序。 Review Key Poi nts: 回顾要点： Ask questi ons and have participa nt expla in the sta ndard and its importa nee. 提问并请参与者解释标准及其重要性 Summarize critique points applicable to entire group 总结评估过程中对整组有用的要点 Rein force and discuss the point: 加强并讨论以下要点： ? Proc