酒店集團電話禮儀培訓課程

美國戴斯酒店集團(中國)

DaysInnChina電話禮儀培訓課程TelephoneTechniquesProgram酒店集團電話禮儀培訓課程第1頁目錄

TELEPHONETECHNIQUESPROGRAMCONTENTS

I歡迎與介紹WELCOMEANDINTRODUCTIONII識別用戶IDENTIFYINGTHECUSTOMERSIII識別挑戰(zhàn)IDENTIFYINGTHECHALLENGESIV卓越服務精神SPIRITOFSERVICEEXCELLENCEV態(tài)度——基本技能ATTITUDE—THEULTIMATESKILLVI改進過程THEIMPROVEMENTPROCESSVII有效聆聽EFFECTIVELISTENING

2酒店集團電話禮儀培訓課程第2頁

VIII傳遞信息GIVINGINFORMATIONIX基本銷售技能BASICSELLINGSKILLSX解答—語音SOLUTIONS—THEVOICEXI解答—心理SOLUTIONS—PSYCHOLOGICALXII解答—技巧SOLUTIONS—TECHNICALXIII處理埋怨HANDLINGCOMPLAINTSXIV概要SUMMARY目錄

TELEPHONETECHNIQUESPROGRAMCONTENTS3酒店集團電話禮儀培訓課程第3頁第一印象就是

“Firstimpressionsarelastingimpressions”永久印象4酒店集團電話禮儀培訓課程第4頁培訓目標

WORKSHOPOBJECTIVES

此項培訓意在幫助您：Thisprogramisdesignedtobuildyourknowledgeon:

了解誰是我們用戶Anunderstandingofwhoourcustomersare.這些用戶期望什么Whatthosecustomers’expectation.使用電話進行卓越服務指導方針TheguidelinestoServiceExcellenceonthetelephone.

5酒店集團電話禮儀培訓課程第5頁培訓目標

WORKSHOPOBJECTIVES

溝通技巧（包含基本銷售技巧）Communicationskills(includingbasicsellingskills)怎樣經(jīng)過電話進行有效用戶溝通Howtoconducteffectiveandefficient customerinteractionsonthetelephone怎樣處理棘手問題Howtodealwithdifficultsituations關鍵措辭－戴斯酒店方式KeyPhraseology–theDaysInnWay6酒店集團電話禮儀培訓課程第6頁自我介紹

SELF-INTRODUCTION

姓名Name工作年限YearswiththeCompany工作期望Concerns/Expectations客戶服務經(jīng)驗WorkingexperienceinCustomerService7酒店集團電話禮儀培訓課程第7頁誰是我們用戶

WHOISOURCUSTOMER外面用戶可能包含：EXTERNALCUSTOMERSmightinclude：訂房電話—意味著增加收入機會RoomReservationcallin…soitisarevenueopportunity訂餐電話—預訂前第一印象F&BReservationcallin…firstimpressionsbeforebooking?供給商來電—為我們提供高質量產(chǎn)品合作伙伴Suppliers…ourpartnersinproducingqualityproducts行政部門來電—可能是酒店業(yè)主……Administrationcalls…couldbetheowners…8酒店集團電話禮儀培訓課程第8頁誰是我們用戶

WHOISOURCUSTOMER緊急電話—雙向溝通—可能是救生時機Emergencies–2waycommunication…lifesavingopportunity用戶來電—客人反饋能夠帶來更多信息Guestcontactcalls…existingguestfeedbackcangenerateguestfeedback.錯誤來電—只要處理妥當，即便是誤撥入號碼也有可能帶來商機Wrongnumbers…evenawrongnumbertodaycanbetherightonetomorrowifitisnicelyhandled.9酒店集團電話禮儀培訓課程第9頁誰是我們用戶

WHOISOURCUSTOMER內部用戶可能包含：INTERNALCUSTOMERSmightinclude:住店客人-問訊withquestionsGuests-訂餐F&Breservations-誤撥電話wrongnumbers

同事 -管理/信息傳達/幫助Colleaguesadmin/info/help-誤撥電話wrongnumbers緊急事件-求救電話callsforhelpEmergencies10酒店集團電話禮儀培訓課程第10頁面對挑戰(zhàn)

WHATARETHECHANLLENGES直接挑戰(zhàn)：DIRECTCHALLENGES：缺乏相關能力/知識（培訓）Lackofability/knowledge(training)難對付來電者Difficultcaller工作壓力Work/callpressure缺乏信心Lackofconfidence缺乏激勵Lackofmotivation對優(yōu)先權誤解Misunderstandingofpriorities環(huán)境environment11酒店集團電話禮儀培訓課程第11頁面對挑戰(zhàn)

WHATARETHECHANLLENGES間接挑戰(zhàn)：INDIRECTCHALLLEGES：

厭倦BOREDOM

無趣DISINTEREST

缺乏面對面接觸LACKOFVISUALCONTACT12酒店集團電話禮儀培訓課程第12頁我們表現(xiàn)怎樣呢？

HOWGOODAREWE

失誤可能有：MISTAKESmightinclude:應答遲緩answering–slow應答不完善answering–incomplete應答倉促answering–toorushed技術失誤（如，掛斷）technicalerrors了解失誤failuretoensureunderstanding打斷來電者cuttingshortthecaller接線錯誤connectingtowrongextension不禮貌impoliteness……13酒店集團電話禮儀培訓課程第13頁為客人留下良好印象

TOIMPRESSCUSTOMERS

用戶永遠是第一位Alwaysplacecustomersfirst.關心用戶需要BeEMPATHETICtotheirneeds.注意細節(jié)Beawareofthelittlethings

謝謝Thankyou回電話Returningphonecalls兌現(xiàn)承諾Followingthroughonpromises說話時候要微笑Smileinyourvoice提供服務后進行電話跟蹤服務Followupwithphonecallsafterprovidingaservice盡可能使用戶滿意Gooutofyourwaytosatisfyacustomer.做些額外細節(jié)服務Dotheextraslittlethings質量至上Becomeaddictedtoquality14酒店集團電話禮儀培訓課程第14頁檢測我們服務

TESTINGOURSERVICEEXCELLENCE電話禮儀調查問卷Questionnaire–TelephoneSkills(trueorfalse).請回答：是，否。1既然對方看不到，那么應答電話時微笑服務也沒必要。Thereisnopointinsmilingwhenansweringthetelephoneasthepersonattheotherendcan’tseethesmile.

○是○否2既然對方不知在和誰交談，那么告訴對方我工作身份也沒有必要Thereisnoneedtoannouncemydepartmentasthecallershould’tknowwhotheyarecalling.

○是○否3來電者并不關心他在和誰交談，所以也無須自我介紹Acallerdoesn’tcarewhotheyaretalkingtothereforeisnoneedtointroduceyourself

○是○否15酒店集團電話禮儀培訓課程第15頁

電話禮儀調查問卷（是非選擇）4讓對方在線等候一兩分鐘沒有大礙。It’sOKtokeeppeopleonholdforaminuteorso.○是○否5能夠撥打私人電話It’sOKtomakeandgetpersonalcalls.○是○否6當你接到投訴電話，即便這不是你職責范圍你也應該認真聽取Whenyougetacomplaintcall,youshouldlistenpatientlyevenifthecallisnotforyoursection/Dept.○是○否假如對方要找人不在，那么通知此人回復電話是必要。It’sOKtotellpeopletocallbackwhenthepersontowhomtheywanttospeakisnotthere.○是○否

16酒店集團電話禮儀培訓課程第16頁電話禮儀調查問卷（是非選擇）8獲知對方姓名并在電話談話中稱呼是非常主要It’simportanttofindoutwhooneisspeakingtoandtousetheirnameduringthetelephoneconversation.○是○否9聆聽也需要技巧Listeningisaskillwhichmustbelearnt.○是○否

10假如旁邊電話無人應答，那么你最好不要代為接聽Ifaphoneisringingnexttoyouandthereisno-onetoanswerit,itisbesttoletitring.○是○否11環(huán)境里噪音會干擾來電接聽，所以最好保持平靜Environmentalnoisesinterruptthecallersoitisbesttokeepquiet.○是○否

17酒店集團電話禮儀培訓課程第17頁卓越電話服務目標

OBJECTIVESOFSERVICEEXCELLENCE

ONTHETELEPHONE

確保用戶滿意Todetermineandsatisfycustomers’needs.了解卓越服務對我們用戶、企業(yè)及我們個人主要性UnderstandtheIMPORTANCEofserviceexcellencetoourcustomers,theorganizationandYOU.提供高質量服務ToprovideQualityService.提供可靠且持久品質服務Toprovidereliableandconsistentservice.18酒店集團電話禮儀培訓課程第18頁卓越電話服務會帶來什么好處

WHATARETHEBENEFITSOFSERVICEEXCELLENCEONTHETELEPHONE？i） 客人 TotheCustomers組織機構 TotheOrganization對你個人 ToYou19酒店集團電話禮儀培訓課程第19頁我們提供優(yōu)質電話服務原因

THEREASONSWHYWENEEDTOPROVIDESERVICEEXCELLENCE

ONTHETELEPHONE

使用電話每位雇員都影響著企業(yè)形象Thewayinwhicheachemployeeusesthetelephonecreatesasignificantimpactonthecompany’simage.用戶是組織中最主要組員-來電者可能就是用戶Acustomeristhemostimportantpersoninthisorganization-callerstendtobecustomers.用戶就是我們老板Acustomeristhe“Boss”.20酒店集團電話禮儀培訓課程第20頁用戶對我們工作而言不是一個打斷/打攪Acustomerisnotaninterruptionofourwork-他就是我們工作目標，我們?yōu)槠浞詹皇琴n予他們什么，相反，他們給了我們機會。Heisthepurposeofit.Wearenotdoinghimafavorbyservinghim…Heisdoingusafavorbygivingustheopportunitytodoso.-不能夠和用戶爭吵。我們永遠不可能從與用戶爭吵中獲取利益。Acustomerisnotsomeonetoarguewith.Weneverwinbyarguingwithacustomer.-用戶帶著需要而來，我們工作就是為處理這些需要而提供專業(yè)服務Acustomerisapersonwhohashisneeds.Ourjobistoensurethatwehandlethoseneedsprofessionally我們提供優(yōu)質電話服務原因(續(xù)）

THEREASONSFORTELEPHONEEXCELLENCE21酒店集團電話禮儀培訓課程第21頁態(tài)度vs.能力

ATTITUDEVS.ABILITY

主動態(tài)度是取得成功必要條件APOSITIVEMENTALATTITUDEISABSOLUTELYNECESSARYFOROUR

SUCCESS生活中我們獲取成就有85%是由態(tài)度決定85%ofeverythingweachieveorreceiveinlife(goodorbad)resultsfromAttitude.15%由能力決定。15%onlyistheresultofAbility.22酒店集團電話禮儀培訓課程第22頁態(tài)度自我檢測

TheATTITUDEself-test你有主動態(tài)度么？“THEPOSITIVEATTITUDE”CHECK.你知道自我尊重么Doyourespectyourself?你有奮斗目標么？Doyouhavegoals?你有一個達成目標計劃么？Doyouhaveaplantoachieveyourgoals?你渴望學習么？Areyouwillingtolearn?你考慮到其它人么？Areyouconsiderateofothers?你是一個好傾聽者么？Areyouagoodlistener?這些問題僅僅是主動態(tài)度一部分Thesequestionsareonlysomeofthecomponentsofapositiveattitude.現(xiàn)在請你再舉出10條能夠結構主動態(tài)度方法23酒店集團電話禮儀培訓課程第23頁識別普通錯誤

RECOGNISINGCOMMONMISTAKES錯誤主要產(chǎn)生在以下四個領域：Thereare4keyareaswheremistakesoccur:低質量應答LOWQUALITYANSWERING低質量接聽POORLISTENING低質量處理LOWQUALITYHANDLING非人為失誤PHYSICALFAILINGS

小組工作：每組一個主題Groupwork：oneheadingpergroup24酒店集團電話禮儀培訓課程第24頁有效傾聽

EFFECTIVELISTENING

我們有兩只眼睛，只有一張嘴，那么我提議您多聽，而少說Wewerebornwith2earsand1mouth.Thissuggeststhatweshouldlistenmorethanweshouldtalk!! 傾聽不一樣于聽見 ListeningisNOTthesameashearing. 傾聽意味著了解對方話語、觀點甚至感受 Listeningmeansunderstandingthe meaningofanotherperson’s words…andtheideas&feelingsthatlie behindthem.25酒店集團電話禮儀培訓課程第25頁有效傾聽障礙

THEBARRIERSTOEFFECTIVELISTENING96%時間花在自我感覺上96%oftimewelistentoourselves.當我們聽他人說話時候，總想著怎樣去做答Whilelisteningtoothers,weareusuallythinkingofourresponse.人們總是傾向拒絕/害怕改變而不聽對方解釋Peoplereject/fearchangesowillswitchoff.當我們正忙于其它事務時，而忽略他人講話Preoccupation…thishappenswhenweareindeepconcentration,e.g.,doingsomework缺乏興趣Limitationsinourinterest26酒店集團電話禮儀培訓課程第26頁有效傾聽障礙

THEBARRIERSTOEFFECTIVELISTENING我們本身問題或顧慮Ourownproblemsandworries.拒絕我們存在異議事情Rejectionofthingsthatwedonotagreewith.拒絕那些令人不快事情Rejectionofthingsthatareunpleasant.對來電者負面態(tài)度Negativeattitudetowardsthesender.假裝聆聽而實際上在做其它事情Pretendingtolistenwhiledoingsomethingelse.害怕被他人坑騙Thefearofbeingtricked.說話人語氣過于輕柔、單調或缺乏組織Whenspeakeristoosoft,monotonousorisdisorganized.

27酒店集團電話禮儀培訓課程第27頁聆聽關鍵技巧

KEYSKILLSINLISTENING澄清CLARIFYING確認CONFIRMINGi）澄清—當你不確定你了解是否正確YouCLARIFY-Whenunsureofyourunderstandingii）確認一確保你已經(jīng)正確了解了來電者需要YouCONFIRM-toassurethecallerthatyouhavecorrectlyunderstoodwhathe/shewants怎樣HOW？i）經(jīng)過提問澄清問題和客人需要Youclarify…byaskingquestions.Ii）經(jīng)過簡單復述確認你了解Youconfirm…bybrieflyrepeating(summarizing)whatyouhaveunderstood.28酒店集團電話禮儀培訓課程第28頁做到有效傾聽步驟

THESTEPSTOEFFECTIVELISTENING

當對方說話時候你要停頓你講話。你無法做到說同時有效傾聽（就如你無法一邊吃東西一邊順暢地講話一樣，當然，你能夠試著那樣做）Stoptalkingwhenothersspeak.Youcannotlisteneffectivelyandtalkatthesametime,(justlikeyoucannoteatandtalkeffectivelyatthesametime…thoughyoumaytry!).使談話者感到放松。Putthespeakeratease.表示你愿意聆聽態(tài)度。Showyouwanttolistentothem.向談話者強調重點。Emphasizewiththespeaker.29酒店集團電話禮儀培訓課程第29頁做到有效傾聽步驟

THESTEPSTOEFFECTIVELISTENING

顯示你耐心。Showpatience.傾聽埋怨和批評。Listentotheargumentsandcriticism.假如對談話內容感到不確定，能夠經(jīng)過提問加以明確Clarify(askquestions)ifuncertain.評定傳達內容，而非方式。Evaluatecontent,notdelivery.防止分散注意力。Ignore(oreliminate)distractions.保持開放型思維。Alwaysremainopenminded.30酒店集團電話禮儀培訓課程第30頁調查問卷

QUESTIONNAIRE-

”HOWWELLDOYOULISTEN?”試著回想你前幾次通話情形，你是這么做么？ TryTorememberthelastfewtimessomeonespoketoyou.Didyou:1認真面對來電者？Facethespeaker?2依據(jù)對方講話評論對方價值？Judgethevalueofthemessagebythespeaker’sdelivery?3當有不明確地方時，有禮貌打斷對方？Interruptpolitelyifsomethingwasnotclear?4有異議時候立刻打斷對方？Interruptatonceifyoudisagreed?5試想對方感受？Imaginehowthespeakermightbefeeling?31酒店集團電話禮儀培訓課程第31頁6對方說話時構思你應答？Planyourresponsewhilespeakerwastalking?7即使你不感興趣也保持著注意力？Payattentiontothespeakereventhoughyouhadlostinterest?8對方停頓談話時立刻做出回應？Respondassoonasthespeakerstoppedtalking?9對觀點和事實一樣重視？Listenforideasaswellasfacts?10假象你已經(jīng)知道對方要說什么？Assumeyoualreadyknewwhatthespeakerwastalkingabout?調查問卷

QUESTIONNAIRE-

”HOWWELLDOYOULISTEN?”32酒店集團電話禮儀培訓課程第32頁評分標準

Scoringprocess偶數(shù)號問題：答“是”加1分，“否”加0分Even-NumberedQuestions:-score1foreach“yes”0foreach”no”.奇數(shù)號問題：答“是”加1分，“否”加0分Odd-NumberedQuestions:-score1foreach“yes”0foreach”no”.假如你總分少于10，那么你仍需努力Ifyourtotalwaslessthan10,youwerenotlisteningaswellasyoucouldhavedone!33酒店集團電話禮儀培訓課程第33頁顯著需求

UNCOVERINGNEEDS需求有兩種形式NEEDScomein2forms:1特定需求STATEDNEEDS2不定需求UN-STATEDNEEDS特定需求STATEDNEEDS特定需求易于識別：Statedneedsareeasytorecognize:-我想要訂房“Iwouldliketomakearoomreservation.”-到機場需要多長時間？“Howlongdoesittaketogettotheairport?”-有熨斗或燙衣板么？“Doyouhaveanyironsandironingboards？”34酒店集團電話禮儀培訓課程第34頁顯著需求

UNCOVERINGNEEDS不定需求UN-STATEDNEEDS不定需要不易識別，需要經(jīng)過已經(jīng)有信息及技巧來推測。UN-statedneedsarenotsoeasytorecognizeandrequiretheskillofanticipatingneedsbasedontheinformationthathasbeenprovidedtoyou.不定需求比如：AnexampleofanUN-STATEDneedmightbe:“假如我們清晨就出發(fā)那么到機場需要多長時間？”“Howlongdoesittaketogettotheairportifweleaveearlyinthemorning?”35酒店集團電話禮儀培訓課程第35頁顯著需求

UNCOVERINGNEEDS特定需求是：需要多少時間Thestatedneedis:howmuchtimeisneeded.不定需求是：需要你預計TheUN-statedneeds,whichyoumightthenanticipate,are:叫早電話anearlymorningcall豪華轎車預定alimousinebooking客房早點預定anearlybreakfastorderforroomservice你可能會依據(jù)適當信息，來提供這些服務Andyoumightoffertheseservices,givingappropriateinformationoneach.記住Rememberalso:最終兩個預期需求是能夠帶來收入Thelast2anticipatedneedsarerevenuegenerating.36酒店集團電話禮儀培訓課程第36頁傳送信息

GIVINGINFORMATION基本規(guī)則THEBASICRULES：傳送信息關鍵字眼：Keywordsingivinginformation:什么，為何the…WHATandthe…WHY我們傳送信息，當有些人問詢或我們推測有些人需要幫助WegiveINFORMATIONWHENsomeoneasksforitorwhenanticipatethatsomeoneneedsit.我們傳送信息經(jīng)過…解釋我們?yōu)楹芜@么說WegiveINFORMATIONHOW…ExplainingWHYwearesaying（ie,whyitisofusetothelistener)37酒店集團電話禮儀培訓課程第37頁傳送信息

GIVINGINFORMATION比如Anexamplemightbe：“最好在午后使用健身房，那時候不會太擁擠?！薄癷tisbesttousetheHealthClubintheafternoonbecauseitislesscrowdedatthattime.”客人通常會了解在人少時健身益處，但假如沒有到達這么效果，我們能夠深入解釋：“這么您就有更多機會使用健身器材?！盩heguestwouldnormallyunderstandthebenefitofitbeinglesscrowded,butifnot,wemightsay:“…sothatyoudonothavetoqueuefortheexercisemachines.”

你還有別例子么？Doyouhavesomeotherexamples?38酒店集團電話禮儀培訓課程第38頁銷售：特色服務和益處

SELLING:

FEATURES&BENEFITS定義Definitions:特色服務是酒店提供一樣產(chǎn)品或服務FEATURESisaproductorserviceofferedbythehotel.利益用于描述提供給用戶產(chǎn)品或服務價值BENEFITSdescribesthevalueofthatproductorservicetothecustomer.銷售是Sellingis:我們推銷是什么，而且，我們?yōu)楹我N售它（或者說它能給用戶帶來什么好處）WHATitiswearerecommendingand…WHYwearerecommendingit,(orwhyitwillbebeneficialtothecustomer-thecaller).

“我將為您選一間美景臥房（特征/是什么），這么您就能夠觀賞海灘落日美景了（利益/為何）”“I’mgoingtoassignyouakingbedroomwithagreatview...(theFEATURE/WHAT)sothatyoumay…enjoythefabuloussunsetsoverthebay”.(theBENEFIT/WHY)39酒店集團電話禮儀培訓課程第39頁介紹特色服務/利益時措辭

USEFULPHRASEOLOGYFORUSINGTHEFEATURES&BENEFITSPROCESS介紹特色服務非常輕易：Introducingthefeatureiseasy…這個房間有個陽臺…“Theroomhasabalcony…”我推薦這個餐具柜…“Irecommendthebuffet…”在介紹和解釋利益時有用詞匯及用語：Usefulwordsandphrasestointroduceandexplainthebenefitsare…這么您就能夠…它能夠確保您…這么使您方便…“…sothatyoumay…”“…sothatyoucan…”“…thisenablesyouto…”“…whichwillmakeiteasierto…”40酒店集團電話禮儀培訓課程第40頁在處理電話時，Intelephonehandling,examplesmaybe:“請稍等，我為您查詢一下這個號碼”

“I’mgoingtoputyouonholdsothatIcancheckthenumberinthedirectory.”實際上你可能會說：Althoughyoumightactuallysay:“在我為您查詢這個號碼時，請稍等片刻”

“MayIputyouonhold…whileIcheckthenumberyouneedinthedirectory.”或者最好這么說Orbestofall:“我馬上為您查號，假如您愿意，能夠先掛斷電話，這么會節(jié)約您時間。我找到時會馬上恢復您”

“WhileIcheckthenumberyouneedinthedirectory,whydon’tyouhangup.ThiswillsaveyouholdingonwhileIlook,andIcancallyoubackonceIhavethenumber.”介紹特色服務/利益時措辭

USEFULPHRASEOLOGYFORUSINGTHEFEATURES&BENEFITSPROCESS41酒店集團電話禮儀培訓課程第41頁良好語音特征

THECHARACTERISTICSOFAGOODSPEAKINGVOICE表示：能夠傳達豐富含義和感情Expressive：Itiscapableofportrayingvariousshadesofmeaningandfeeling.令人舒適語氣是友善象征Pleasantintone。Itcarriesasenseoffriendliness.自然反應出談話者性格是一個老實聲音Natural:Itreflectsthepersonalityofthespeaker.Ithasanhonestsound.

活力:有力、有生機，但然這并不是意味著要提升音量Vital:Ithaslife,forceandstrength,eventhoughitmaynotbea“BIG”voice.42酒店集團電話禮儀培訓課程第42頁良好聲音基礎

“ESSENTIALS”O(jiān)FAGOODSPEAKINGVOICE深呼吸DeepBreathing放松喉部肌肉Relaxedthroatmuscles正確發(fā)音Correcttoneplacing細心說明Carefulenunciation真誠感知Sincerefeeling43酒店集團電話禮儀培訓課程第43頁其它人觀點：

OTHERPEOPLE’SVIEWS

一個經(jīng)驗豐富語音教師是一筆無價財富。那些認為一些人生來就具備優(yōu)美音色看法是不完全正確。老天給了卡洛斯一副金嗓子，不過他優(yōu)美歌聲卻是經(jīng)過訓練才得到。某種程度上我們人人都能夠做到。一個人50歲后仍能夠改進他音色，所以幾乎沒有年輕人需要為自己糟糕音色擔憂。實際上在我們全部財富中，聲音差異幾乎能夠被忽略掉。

“askillfulvoiceteacherisofpricelessvalue.Theideathatsomeofusarebornwithpleasingvoices,suchasotherscanneveracquire,isnotfullytrue.NaturegaveCarusoagoldensoundbox,buthisgoldensingingwasbroughttoitsperfectionbytrainingandpractice.Insomedegreethiscanbetruewithallofus.Sinceamanoffiftycanimprovehisvoiceifhewantsto,itfollowsthatalmostnoyoungermanneedbehandicappedwithanunpleasantvoice.Thetruthisthatofallourrichpossessions,thehumanvoicehasbeenmostcompletelyneglected.”quote-C.W.MEARS

一個人可能依靠他犀利嗓音取得成功，但假如他語氣更加好一點話可能他會更成功。

“Amanmaysucceedwithastridentvoice,buthecouldhavedoneitbetterandmoreeasilywithapleasanttone”

44酒店集團電話禮儀培訓課程第44頁嗓音類型

THETYPESOFVOICES:你總是低聲細語還是聲如洪鐘？DOYOUWHISPERORBOOM？你語音單調還是富于起伏？AREYOUMONOTONOUSorMELODIUS？你聲音是低沉還是明朗？ISYOURVOICEaRAINCLOUDoraRAINBOW？你語音含混不清么？DOYOUHAVE“MUMBLITIS”？45酒店集團電話禮儀培訓課程第45頁你發(fā)音清楚么？

HOWWELLDOYOUARTICULATE？

清楚發(fā)音需要三個條件：Cleararticulationrequiresthreeconditions:a)正確發(fā)聲Thesoundmustbeaccuratelyformed.b）呼吸順暢Thesoundmustbesufficientlysupportedbythebreath.c)發(fā)音完整Thesoundmustbecompletelyfinished.你語速是慢還是快呢？DOYOUTALKLIKEaTURTLE…orRACELIKEaRABBIT?46酒店集團電話禮儀培訓課程第46頁處理方案：語音

SOLUTIONS：THEVOICE使聲音放松方法Methodsforvoicerelaxation.呼吸練習以加強肺活量Breathingexercisestoimprovevolume.注意放慢語速，發(fā)音清楚。Takecaretospeakslowlyandarticulateclearly.慢慢說，不要趕。Talkwithtime...notagainstit.47酒店集團電話禮儀培訓課程第47頁讓聽話人喜歡并信任你

MAKELISTENERSLIKE&TRUSTYOU給與我們聽眾真誠觀賞。Let’sgiveourlistenerssincereappreciation.盡可能記住對方姓名，給予足夠重視Wheneverpossible,let’smentionthenames…Recognition–Recognition–Recognition!盡可能表現(xiàn)得謙恭，而不要浮夸自己。But...let’splayourselvesdown-notup!談話時不要表現(xiàn)出任何惱怒痕跡。Let’snottalkwitha“scowling”faceorwitha“scoldinourvoice”.48酒店集團電話禮儀培訓課程第48頁讓聽話人喜歡并信任你

MAKELISTENERSLIKE&TRUSTYOU表現(xiàn)出熱情和高興。Let’sprojectenthusiasmandhappiness.用關切態(tài)度與聽者談話。Let’stalkwithempathyforourlisteners.歡迎批評，而不要抵觸。Let’swelcomecriticism–insteadofresentingit.含有專業(yè)素質Let’sbePROFESSIONAL.樂于電話溝通。Let’sENJOYourtelephonecommunications.49酒店集團電話禮儀培訓課程第49頁展現(xiàn)有魅力人格

DEVELOPINGAMAGNETICPERSONALITY1設法取得他人了解Attractfavorableconsiderationfrompeople.2一直保持自然和真誠Benaturalandsincereatalltimes.3樂觀向上Beoptimisticinyourthinking.4保持良好儀表Alwayspresentapleasingappearance.5養(yǎng)成良好習慣Cultivateapleasantandagreeablemanner.50酒店集團電話禮儀培訓課程第50頁展現(xiàn)有魅力人格

DEVELOPINGAMAGNETICPERSONALITY6得體談話技巧需要練習Practicetheartoftactfulpersuasion.7人格魅力需要在實踐中加以培養(yǎng)Thepowerofpersonalitydevelopswithusage.注意REMEMBER：培養(yǎng)良好人格魅力同時請注意保持，因為它將成為你一筆寶貴財富。Asyoudevelopthispersonalitypower,ensurethatyouALWAYSuseitsothatitcandevelopintoapermanentfeatureofyourpersonality.51酒店集團電話禮儀培訓課程第51頁基本處理技巧

BASICHANDLINGSKILLS每位應答電話人都影響著我們酒店形象，而且在開發(fā)酒店商業(yè)潛質上起著主要作用。EVERYONEWHOANSWERSTHETELEPHONEREFLECTSTHEIMAGEOFOURHOTELANDINTURN,PLAYSAKEYROLEINHELPINGOURHOTELACHIEVEITSBUSINESSPOTENTIAL

聲音Voice

微笑應答PutaSMILEinyourvoice確保音量適中Makesureit’snottooloud發(fā)音清楚YourvoiceshouldbeCLEAR表現(xiàn)熱情YourvoiceshouldbeENTHUSIASTIC語速適中Don’tspeaktoofast及時應答，鈴響兩次或三次為佳Answerpromptly.SECONDorTHIRDringisacceptable.52酒店集團電話禮儀培訓課程第52頁基本處理技巧

BASICHANDLINGSKILLS

早上/下午好，這是**企業(yè)，我是***“Goodmorning/afternoon(company’sname),thisis(yourname).”查處來電者姓名，并在談話中稱呼Findoutthecaller’snameanduseit.對來電者談話內容要保持注意。Concentrateonwhatthecallerissaying.能夠使用以下技巧USETHEFOLLOWINGKEYSKILLS:

傳遞主動信息BeaPOSITIVESTROKEGIVER.使用文明用語，如：謝謝，非常高興，太好了…Usephraseslike..Thankyou(andmeanit),It’sgoodtohearthat..,Fine…,That’sgood讓對方知道你在做什么LetthecallerknowWHATyouaredoing.53酒店集團電話禮儀培訓課程第53頁基本處理技巧

BASICHANDLINGSKILLS假如需要向對方提問，那么作出必要解釋Ifyouneedtoquestionthecaller,explainwhy.盡一切可能幫助對方，這會得到來電者了解Bepreparedtohelpinanywayyoucan.Thatthecallerunderstandsthis.假如他人有不便之處，那么主動提供幫助。Offertobeofservicewhenpeopleareunavailable.快速準確地統(tǒng)計留言，并進行傳達Takemessagesaccuratelyanddeliverthempromptly.假如你需要轉接電話，那么也要告訴對方你在做什么。Ifyouhavetotransferacall,tellthecallerwhatyouaredoing.中轉線路時，確保七聲鈴響之內電話得到應答。Whentransferringacall,checkwithin7ringsthatthecallhasbeenpickedup.54酒店集團電話禮儀培訓課程第54頁提供幫助

OFFERINGHELP誠懇負責態(tài)度能夠使來電者對你服務及酒店增加信任感。

TAKINGPERSONALRESPONSIBILITYTOPROVIDEHELPGIVESTHECALLERCONFIDENCEINYOURSERVICEANDTHESERVICEOFYOURHOTEL.對來電者特定需求作出回應

Reactandrespondtothecaller’sstatedneeds預計不確定需求Anticipateun-statedneeds.主動提供與來電相關有用信息

Volunteeranyusefulinformationthatmayberelevanttothecall.對你將要做事情進行必要通告和解釋

Explainwhatyouaregoingtodoandwhy.55酒店集團電話禮儀培訓課程第55頁打電話

PLACINGACALL請注意REMEMBER:你時間很寶貴Yourtimeisexpensive.電話費用也是昂貴Thecallisexpensive.來電者時間很寶貴Thecaller’stimeisexpensive.

電話前計劃和準備十分必要。ITISIMPROTANTTOPLANBEFOREWEPLACEACALL.計劃一下你談話，組織信息和語言和可能作答Planyourconversation.Organizetheinformationyouwanttocommunicateandthequestionsyouneedanswersfor.明確你打電話目標Clearlystateyourreasonforcalling準備好一切作答時可能需要信息Haveallthenecessaryinformationcloseathandincasequestionsariseduringtheconversation.勾勒出你與對方交談中信息主題及重點。Tickofftheitemsofinformationasyoucommunicatethem.56酒店集團電話禮儀培訓課程第56頁電話留言

TELEPHONEMESSAGES確保信息正確性，這關乎酒店聲譽Gettingthemessagerightiscriticallyimportanttothecallerandinturn,tothehotel’sreputation.正確高效處理信息，確保信息接收者滿意Handlingmessagescorrectlywillsavetime,reduceerrors,andaboveallsatisfycallersandmessagerecipients.

57酒店集團電話禮儀培訓課程第57頁怎樣統(tǒng)計電話留言

HowToTakeTelephoneMessages確認哪位來電，要找哪位Clarifywhoiscallingwhom.通知來電者他要找人現(xiàn)在不在Advisecallerthatthepersonisnotin.提議對方留下口訊Offertotakeamessage-useamessageslip.引導對方留下實用信息Guidethecallertogiveyoutheinformationinanorderthat’spracticaltoyou.必要話是用開放式問題加以確認Clarifybyusingopenquestionsasneeded.58酒店集團電話禮儀培訓課程第58頁怎樣統(tǒng)計電話留言

HowToTakeTelephoneMessages確認你所得到Ensurethatyouget:：

-來電者姓名Nameofcaller-被尋訪人姓名Nameofcalledperson-來電人聯(lián)絡方式Telephoneandextensionnumberofcaller-原因Reasonforthecalland/orthemessage統(tǒng)計以下信息Recordthefollowing:

-你姓名YourName-日期時間Date-time提供以下信息Givethefollowinginformation:

-你姓名YourName-確認你對信息了解Confirmyourunderstandingwithabriefrecapofthemessage.結束電話是要讓對方確信你將及時并準確無誤地傳遞該信息

Closethecall,assuringthecallerthatyouwillpassthemessageimmediately.59酒店集團電話禮儀培訓課程第59頁怎樣留言

HowToGiveTelephoneMessages

留言前，勾勒出信息關鍵點Beforeyougivethemessage,makebriefnotesofthekeypoints.清楚簡練留下信息Giveyourmessageclearlyandconcisely.給統(tǒng)計者留出時間進行統(tǒng)計Allowthereceivertimetowriteitdown.問詢對方是否取得了一切必要信息Askwhethertheyhavealltheinfotheyneed.進行留言內容確實認AskthatthemessagebereadBACKtoyou.問詢統(tǒng)計留言者姓名Askthenameofthepersontakingyourmessage.60酒店集團電話禮儀培訓課程第60頁國際長途

INTERNATIONALCALLS接聽國際長途必須格外細心Internationalcallsrequireextracarefulhandling.國際長途很昂貴，時間就是金錢，我們處理問題能力、效率和質量將會給來電者以持久主動印象。Oninternationalcalls,timeismoneyandourabilitytohandlethemquicklyandprofessionallywillleavealastingandpositiveimpressiononthecaller.當有些人撥打長途電話，這就意味著商機。很有可能就是帶給我們酒店商機——把握機會！Whenpeopletakethetroubletocalllongdistance,theymeanbusiness!Someofthatbusinessmightbeforourhotel…don’tloseit!61酒店集團電話禮儀培訓課程第61頁怎樣處理國際長途

HowToHandleInternationalCalls:語音清楚，語速放緩Speakclearlyandslowly.通知來電者你下一步要做什么Tellthecallerwhatyouaregoingtodo.轉線時請保持關注！7聲鈴響或15秒后核查電話Whentransferringacall,KEEPTRACKOFIT!Checkbackonthecallafter7ringsor15seconds.假如你確認找到被叫人需要花些時間，一定要通知對方，提議對方選擇等候或留下口訊。假如對方是位主要客戶，方便時可撥打回復電話。Ifyouknowthatit’sgoingtotakesometimetolocatethepersoncalled,advisethecaller.GivetheoptionofwaitingortakingamessageBUT…ifit’sanimportanthotelclient,offertohavesomeonecallhimback!學習不一樣語言慣用語Learnafewphrasesinthelanguagesmostusedbyyouroverseascallers.對細節(jié)進行統(tǒng)計Keepalogbooktopinpointproblems.62酒店集團電話禮儀培訓課程第62頁專業(yè)舉止

PROFESSIONALTELEPHONEBEHAVIOUR討論Discussion問題Questions:電話談話與面談有何不一樣？Inwhatwaysaretelephoneskillsdifferentfromfacetofaceconversations?在電話開始時，你怎樣使雙方快速地相互了解WhatcanyoudoattheBEGINNINGofatelephoneconversationtohelpbothyouandcallerunderstandeachotherbetter?為了填補缺乏面對面交流缺點，你應該做些什么？Whatneedstohappenonthetelephoneinordertomakeupforthelackoffacetofacecontact?談話范圍是由對方所需要信息決定么？Towhatextentisituptothecallertogetthemessageacross?63酒店集團電話禮儀培訓課程第63頁專業(yè)接聽舉止

PROFESSIONALTEL