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;;BusinessServices?;ServicesprovidedintheBusinessCentreofteninclude:;ServicesprovidedintheBusinessCentreofteninclude:;ServicesprovidedintheBusinessCentreofteninclude:;一、打字、复印、发传真服务程序;一、打字、复印、发传真服务程序;一、打字、复印、发传真服务程序;一、打字、复印、发传真服务程序;二、收传真服务程序;二、收传真服务程序;二、收传真服务程序;二、收传真服务程序;(C:ClerkG:Guest);G:Hello.Isthereanyfaxforme?Myname’sRockwell.
C:Yes,wedohaveafaxfromtheU.S.forMr.Rockwell.MayIknowyourfullnameplease?
G:It’sCarlRockwell.
C:OK,Mr.Rockwell.Howareyougoingtopayfortheincomingfax?Bycashorsignthebill?
G:I’llsignit.Thankyou.
C:Thankyou,Mr.Rockwell.I’llputthatinyouraccount.Goodbyeandhaveaniceday.;(C:ClerkG:Guest);G:OK.Thatsoundsreasonable.
C:Definitely,Sir.WouldyouliketowaithereorshallIsendthemtoyourroomlater?
G:Thankyou.I’llwaitoutsideinthelobbybar.
C:Gladtobeofservice,Sir.I’llcallyouwhenIfinish.;电话沟通技能
Stepstofollow:
(1)GREETCALLER
Goodmorning.
Goodafternoon.
Goodevening.
(2)IDENTIFYSELF
××Hotel,Operatorspeaking.
Reception,Alicespeaking.
Information,Jerryspeaking.
Frontoffice,Wangspeaking.
Reservation,Helenspeaking.;;(6)STATEACTIONTIME
Onemomentplease.Iwillputyouthroughtothefrontdesk.
Holdonasecond,please.I’mconnectingyoutotheaccountingdepartment.
Housekeepingwillbringituptoyouin5minutes.
I’llcheckitoutandcallbackin5minutes.
I’llhavetheengineergotoyourroomin5minutes.
I’llasktheDutyExecutivetocallyoubackin10minutes.
;(7)LISTENACTIVELY
Oh,good.Thankyou.
(8)RESPONDCLOSE
You’rewelcome,Sir.Goodbye.;V.WordsExpressions;V.WordsExpressions;V.WordsExpressions;VI.Exercises;VI.Exercises
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