星級酒店電話禮儀課程ppt課件

1、Telephone Courtesy禮儀.Telephone Answering Standard 接聽原那么Transfer the phone 轉接Leave Message 留言Make the telephone call 如何撥打Manage difficult guests on line 積極應對難纏的來電者Never VS. Always 永遠不要 Vs 永遠都要Contents 我們將一同了解 .Objectives 目 標 By the end of Todays Session you will be able to 本次課程終了之后，他將可以：Apply the sta

2、ndards back at work 在任務中運用接聽原那么Can use professional skill to transfer the call禮貌地轉接Leaving message skill 留言技巧Manage difficult guests on line 應對通話中的3類難纏客人.Telephone Answering Standard 接聽根本原那么Answer the phone within 3 rings 在響三聲以內必需接聽。 1， 2, 3Standard 接聽根本原那么 Greeting/問候來電例如:Good morning/afternoon/eve

3、ning/早上好，下午好，晚上好。(depending on the time of the day/根據(jù)接聽的時間來定) You voice must have a smiling voice, and must pronounce the words properly. 接的時候語氣要柔和,用語要恰當，并且面帶淺笑.Telephone Answering Standard 接聽根本原那么 Greeting: Good morning/afternoon/evening (depending on the time of the day)問候來電例如：早上好，下午好，晚上好。根據(jù)接聽的時間來

4、定 Mention the name of the hotel or department name 報酒店或部門的名字 Mention your name( this is MARY speaking) 報您的名字例如：這是瑪麗 Be of assistance (How may I help you?) 給予協(xié)助 (例如：我能為您做點什么？)You voice must have a smiling voice, and must pronounce the words properly. 接的時候語氣要柔和, 用語要恰當，并且面帶淺笑.Greeting 問 候Good Morning -

5、 00:01 - 12:00 hrGood Afternoon - 12:01 - 18:00 hrGood Evening - 18:01 - 00:00 hr .How to answer the phone 怎樣接聽External calls外線 Good morning, XXX Hotel, XXX speaking, how may I help you ? 早上好, XXX酒店,我是XXX,有什么可以幫您的嗎?Internal calls內線 Good morning ,XXX department, XXX speaking ,how may I help you? 早上好，

6、XXX 部門，我是XXX，有什么可以幫您的嗎？.練 習.Transferring a Call 轉接Keep your companys phone numbers 保管一份公司號碼表Confirm with the caller and explain you will transfer the call 確認客人需求，通知客人您即將轉接Brief the callers request to the listener who answered the phone. 請將客人的詳細要求轉達給相關部門.“Please hold on, Ill connect you. “Would you h

7、old on for a moment? “Wait a moment, please.“Sir/Madam.Line Busy/No Answer 線路忙碌/無人應對 Give the choice to the caller 提供應客人一定的選擇: Hold On or Leave a Message 如“等待或是“留言Transferring a Call 轉接.Would you like to hold on for a while or leave a message, sir/madam?. Place Callers on Hold 懇求客人等待 Ask for agreeme

8、nt before you hold the phone 在候住之前，懇求客人贊同Give your attention to the caller when you hold the phone. 在客人等待的過程中，依然要有照顧.Write down the message 內容完好Repeat the message to confirm 確定內容Deliver the message 轉交留言Leave Message 留 言.“Would you like to leave a message? “Ill make sure he gets the message, Mr./Ms._

9、.To 致:From 自:. No. :Date 日期:Time 時間:Message 留言:Your Name & Signature:留言者姓名及.Make phone calls 撥打Preparation is very important 預備妥當After you reach the number 接通Dialing the wrong number 打錯號碼The person is not in 當事人不在Manage difficult guests on line 應對難纏的來電者The Angry, Rude or Upset Guest 氣憤、粗暴、心煩的顧客 The

10、Talkative Caller 善言的來電者The Hard to Understand Caller 難于了解的來電者Always greet first “Good morning or “Good afternoon and introduce yourself or the department. 總是先說問候語“早晨好或“下午好并引見他本人和他所在部門Always speak English and speak slowly. 總是用英語接并講得慢一些Always have a pen near the telephone. 總是在旁放一支筆Always leave a messa

11、ge if its necessary. 總是記下客人的留Always give your full attention to the caller, do not try to do two things at once. 總是專心地接，不要邊接邊做別的事情Always 總 是.Never 永遠不要Never allow the phone to ring more than 3 times. 永遠不要允許鈴聲響三遍以上Never allow the two conversations at the same time. 永遠不要同時進展兩種對話接時與他人說話Never eat or drink and answer