电话礼仪

1TELEPHONEETIQUETTE电话礼仪2OBJECTIVE目的Bytheendofthissession,associateswill:在这个课程结束的时候，学员将：knowtheSaiXiangHotelprocedureforansweringthetelephone–了解赛象酒店接听电话的程序demonstratehowtoanswerthephoneusingthecorrectprocedure–示范如何用正确的程序接听电话3ExpectationtoAssociates:酒店对员工的期望：Quick迅捷Efficient高效Courteous礼貌Helpful乐于助人Anexampleoftheirexcellentproduct杰出工作的典范4PROFESSIONALATTITUDE专业的态度Alwayshavea“smile”inyourvoice–始终微笑Speakclearly,distinctlyanddirectlyintothemouthpiece–对准话筒，说话清晰、明了。Concentrateonlisteningtothecaller–集中注意力听Answerpromptly迅速及时回答5Qualitiesofagoodtelephonevoice好的电话声音Yourvoiceshouldsoundenergeticandenthusiastic–你的嗓音要充满热情和活力Youshouldsoundpleasantandhappy–你的声音告诉客人你很高兴Keepyourlanguagesimple语句简单明了Speakclearly-openyourmouth发音清楚Varyyourtone变换语调6Callsarebusiness电话就是生意callsareyourresponsibility接电话是你的职责Allcallsmustbepromptlyanswered接听所有的电话都必须是敏捷迅速的Allcallsmustbeansweredcorrectly必须正确地接听所有的电话OnceYOUanswerthecall,YOUownthecall你一旦接听了这个电话，就必须对这个电话负责Aimtomeetorexceedtheneedsofeverycaller我们的目的是要能够满足甚至超出每一个打电话来的客人的需要7Makingatelephonecall打电话Knowwhoyouneedtospeakwith–清楚要找谁Identifythepurposeofthecall–确定打电话的目的Identifypossiblequestionsandobjections–确定可能的问题和情况8HowtoPickupthePhone如何接听电话9Beingprepared作好准备Sitorstandupstraightwhenusingthetelephone-poorposturecanaffectyourtone–使用电话时要坐直或站直，不良的姿势会影响你的语调Smile-customerscan“hear”thesmileinyourvoice–客人能从你的声音中听到微笑Pen¬epad–准备笔，纸10Thestandardtopickupthephone接听电话标准Answerthephonepromptly,within3rings–电话铃响三声之内接电话客房部，前厅部，餐饮部GoodMorning,FrontDesk(concierge,houskeeping,Cafedetresor,ChineseRestaurant,JapaneseRestaurant,Dept.)XXXSpeaking,HowmayIhelpyou?您好，前台/礼宾部/客房部/咖啡厅/中餐厅/日餐厅11Thestandardtopickupthephone接听电话标准二线部门（人力资源部，财务部，采购部，工程部，保安部，管事部等）您好，人力资源部/财务部/采购部/工程部/保安部/管事部12DURINGTHECALL在接听电话时LISTENCAREFULLY仔细聆听SPEAKCLEARLY说话清晰BECOURTEOUS有礼有节USEGUESTNAMEFREQUENTLY经常使用客人的名字REPEATBACKUNDERSTANDING重复客人的需求DONOTINTERRUPTTHEGUEST.不要打断客人。13PLACINGACALLERONHOLD置电话于等待状态Wouldyouliketowaitforamoment?你介意等一会儿吗?‘NO’-HOLDTHENGOBACKTOTHECALL不介意-使用‘HOLD’功能，然后再回到电话里APPROPRIATERESPONSE-‘Currentlyunavailablebutwouldliketoreturnyourcall’合适的回答-‘他现在不在，但会给你回电话的’‘Thankyouforwaiting’感谢您的等待‘YES’-TAKEAMESSAGE介意-留言14TAKINGAMESSAGE留言USEAMESSAGEPAD使用留言便签本WHOISCALLFOR电话找谁NAMEOFCALLERandrecognizecaller确认打电话者的姓名ORIGINOFCALLER-i.e.Roomnumber,dept,company从何处打来-如.房间号，部门，公司名称TIME&DATE时间和日期RETURNCONTACTNUMBER回电号码REPEATDETAILS重复细节EXPECTEDTIMEOFRETURNINGCALLi.e.Today,nextweek对方希望回电话的时间-如：今天，下星期YOURNAME接电话者姓名15TRANSFERINGACALL转接电话EXPLAINYOUWILLTRANSFER解释你将转电话TRANSFERBUTTON&EXTENSION按转接键和分机号码ANNOUNCEtheCALLtothePERSONYOUARETRANSFERRINGTO告知转接对方TRANSFERCALLANDDISCONNECT转接电话并挂断16FAREWELLS道别LASTINGIMPRESSIONS持久的印象ANYTHINGELSEICANDO还有其它事可以帮住您吗PLEASANTGOODBYE:Thankyouforcalling.Haveaniceday.愉快的道别REPLACERECEIVERGENTLY把听筒轻放回去17BasicDon’tsDon’tsayhelloandokDon’ttalktopeoplearoundwhileyouareusingthephone.Don’taskthecalleralotofinformation,theninformhimthattheexpectedpersonisout.不要使用“喂”或者“ok”等字眼。当你正在通电话的时候不要与你周围的人说话。不要问对方很多信息后，然后告诉他他要找的人不在。18BasicDon’tsDon’tsay“Ihavenoidea”and“Idon’tknow”.Don’tgivenoresponse.Don’tletthecallerwaitincompletesilence.不要说“我没办法”或者是“我不知道”。不要没有反应。不要让对方完全在沉默中等待。19BasicDon’tsDon’ttrytoremembermessages.Don’tendthecallwithoutmakingsurethemessageyouhavewrittendowniscorrect.不要试着用脑筋记东西。在没有确认你所记下的信息是否正确之前，不要先挂电话。20BasicDon’tsDon’tloseyourtemperevenifthecallerloseshis.Don’tbangthephone.即使打电话者向你发脾气你也不要发脾气不要摔电话。21ThankYou！谢谢！