電話(huà)禮儀-10272006

1、美國(guó)戴斯酒店集團(tuán)美國(guó)戴斯酒店集團(tuán)(中國(guó)中國(guó)) Days Inn China 電話(huà)禮儀培訓(xùn)課程 Telephone Techniques Program 目錄目錄 TELEPHONE TECHNIQUES PROGRAM CONTENTS I 歡迎與介紹 WELCOME AND INTRODUCTION II 識(shí)別顧客 IDENTIFYING THE CUSTOMERS III 識(shí)別挑戰(zhàn) IDENTIFYING THE CHALLENGES IV 卓越服務(wù)的精神 SPIRIT OF SERVICE EXCELLENCE V 態(tài)度基本技能 ATTITUDE THE ULTIMATE SKILL V

2、I 改進(jìn)過(guò)程 THE IMPROVEMENT PROCESS VII 有效的聆聽(tīng) EFFECTIVE LISTENING 2 VIII 傳遞信息 GIVING INFORMATION IX 基本的銷(xiāo)售技能 BASIC SELLING SKILLS X 解答語(yǔ)音 SOLUTIONS THE VOICE XI 解答心理 SOLUTIONS PSYCHOLOGICAL XII 解答技巧 SOLUTIONS TECHNICAL XIII 處理抱怨 HANDLING COMPLAINTS XIV 概要 SUMMARY 目錄目錄 TELEPHONE TECHNIQUES PROGRAM CONTENTS

3、3 第一印象就是 “ First impressions are lasting impressions ” 永久印象永久印象 4 培訓(xùn)目標(biāo)培訓(xùn)目標(biāo) WORKSHOP OBJECTIVES 此項(xiàng)培訓(xùn)旨在幫助您： This program is designed to build your knowledge on: 了解誰(shuí)是我們的顧客 An understanding of who our customers are. 這些顧客期望什么 What those customers expectation. 使用電話(huà)進(jìn)行卓越服務(wù)的指導(dǎo)方針 The guidelines to Service Exc

4、ellence on the telephone. 5 培訓(xùn)目標(biāo)培訓(xùn)目標(biāo) WORKSHOP OBJECTIVES 溝通技巧（包括基本的銷(xiāo)售技巧） Communication skills (including basic selling skills) 如何通過(guò)電話(huà)進(jìn)行有效的顧客溝通 How to conduct effective and efficient customer interactions on the telephone 如何處理棘手的問(wèn)題 How to deal with difficult situations 關(guān)鍵措辭戴斯酒店方式 Key Phraseology the

5、Days Inn Way 6 自我介紹自我介紹 SELF - INTRODUCTION 姓名 Name 工作年限 Years with the Company 工作期望 Concerns/Expectations 客戶(hù)服務(wù)經(jīng)驗(yàn) Working experience in Customer Service 7 誰(shuí)是我們的顧客誰(shuí)是我們的顧客 WHO IS OUR CUSTOMER 外面的顧客可能包括： EXTERNAL CUSTOMERS might include： 訂房電話(huà)意味著增加收入的機(jī)會(huì) Room Reservation call inso it is a revenue opportu

6、nity 訂餐電話(huà)預(yù)訂前的第一印象 F summarize the situation as you understood it and continue from there. 67 同時(shí)兩個(gè)線(xiàn)路接入同時(shí)兩個(gè)線(xiàn)路接入 TWO CALLS AT ONE TIME 當(dāng)你正在通話(huà)中，另一個(gè)電話(huà)打進(jìn)來(lái)時(shí)，該怎么 辦？ “WHAT TO DO ” WHEN HANDLING ONE CALL AND ANOTHER CALL COMES IN. 與通話(huà)對(duì)象協(xié)商是否介意你對(duì)另一個(gè)電話(huà)做下 迅速的處理，當(dāng)然，如果現(xiàn)在撥通的不是長(zhǎng)途 的話(huà)。 Ask the person you are speaking t

7、o if they would mind if you quickly attended to the other call- provided that your first call is not a long distance one! 使用正確的方法接聽(tīng)另一個(gè)電話(huà) Answer the other call in the correct way. 68 同時(shí)兩個(gè)線(xiàn)路接入同時(shí)兩個(gè)線(xiàn)路接入 TWO CALLS AT ONE TIME 快速接聽(tīng)來(lái)電，如果事情可以快速地解決，就盡 快結(jié)束；如果需要一些時(shí)間，要禮貌地告知對(duì)方 你現(xiàn)在正在處理另一個(gè)電話(huà)中，問(wèn)其是否介意等 候或告訴他稍后你會(huì)打過(guò)去。

8、Whilst you may be in a hurry, LISTEN to the callers request. If it can be quickly handled, do so. If not, politely tell the second caller that you are handling another call and as their enquiry needs a little time, would they mind waiting forminutes or offer to a return the call. 返回第一個(gè)電話(huà)時(shí)，要對(duì)對(duì)方表示感謝。簡(jiǎn)

9、單總 結(jié)剛才你對(duì)情況的理解，然后再繼續(xù)你們的話(huà)題。 Get back to your original caller. THANK them for allowing you to handle the other call. Summarize the situation as you understood it before taking the other call and continue. 69 總結(jié)總結(jié) THE SUMMARY 目標(biāo)目標(biāo)PROGRAM OBJECTIVES： 幫助我們彌補(bǔ)不足，提高水準(zhǔn) To help us improve areas where we need i

10、mprovement. 對(duì)我們的顧客有更佳的了解和認(rèn)識(shí) A better understanding of who our customers are. 顧客期望什么 What those customers expectations are. 卓越電話(huà)服務(wù)的重要性 The importance of service Excellence on the telephone. 70 總結(jié)（續(xù)）總結(jié)（續(xù)） THE SUMMARY 溝通技巧（以及銷(xiāo)售技巧） Communication skills(& selling skills) 如何與顧客進(jìn)行有效的電話(huà)互動(dòng) How to conduct eff

11、ective and efficient customer interaction on the situations. 如何處理棘手問(wèn)題 How to deal with difficult situations. 注意措詞 Key phraseology for consistency 71 要點(diǎn)要點(diǎn) THE KEY POINTS 態(tài)度：思想和行動(dòng)積極主動(dòng) Attitude: think positive- be positive 迎接挑戰(zhàn)，用于克服 Be aware of the challenges in order to overcome them. 澄清-當(dāng)事情不十分明確 Clar

12、ifying when something is not clear 確認(rèn)-確定理解的正確性 Confirming to ensure correct understanding 需求：特定和不定 Needs: Stated and Un-stated 銷(xiāo)售：特性與利益 Selling: Features & Benefits 72 要點(diǎn)（續(xù)）要點(diǎn)（續(xù)） THE KEY POINTS 說(shuō)什么，怎樣說(shuō) WHAT you are saying and WHY you are saying it. 改進(jìn)你的語(yǔ)音 Develop your telephone voice 提高你的人格魅力 Develo

13、p the projection of your personality 掌握電話(huà)處理技巧 Fine tune those telephone handling skills 掌握H.E.A.T.法則，贏(yíng)得顧客 Take the H.E.A.T. and win customers. 執(zhí)行戴斯酒店的標(biāo)準(zhǔn) Deliver the Days Inn standard 73 最佳做法最佳做法 BEST PRACTICES 重視每一次來(lái)電 Treat every call as a vitally important call. 識(shí)別你自己及你的公司 Identify yourself and you

14、r organization. 總是保持謙恭和專(zhuān)注 Courtesy, empathy and care at all times. 清晰并自然地發(fā)音 Speak distinctly and use your natural voice. 稱(chēng)呼對(duì)方姓名，給對(duì)方真誠(chéng)溫暖賓的感覺(jué) Personalize by using the callers name and by projecting a genuine feeling of warmth. 74 最佳做法最佳做法 BEST PRACTICES 從對(duì)方的語(yǔ)氣及口訊中感知其情緒 Listen to the mood of the caller

15、 as well as the message. 做記錄：在你接聽(tīng)電話(huà)時(shí)進(jìn)行完整、正確、及時(shí)地 電話(huà)記錄，并盡快傳達(dá) Make Notes: before placing a call when listening to a callerTake complete, accurate& dated messages. Pass them on immediately. 如果仍無(wú)法接通，每10-15秒知會(huì)一下來(lái)電者 Return to calls on hold about every10-15 seconds. 如果你向客人承諾某事，一定要跟進(jìn)到底 When you promise something, follow through. 75 最佳做法最佳做法 BEST PRACTICES 學(xué)習(xí)如何轉(zhuǎn)接電話(huà) Learn how to transfer