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TELEPHONEETIQUETTE电话礼仪WhyDoWeHaveThisTraining为什么进行电话礼仪培训•Thecustomer’sfirstcontactwithourhotelisoftenatelephonecall.•客人通常是通过打电话与酒店进行最初联系的。•Theirfirstimpressionofthehotelcoulddependentirelyonhowyouconductthattelephoneconversation.•你的电话礼仪完全决定了客人对酒店的第一印象TELEPHONEETIQUETTEOBJECTIVE培训目的Bytheendofthesessionyouwillbeableto:通过本次培训使你能够：1.Demonstratethecorrectansweringphraseology.使用正确的电话应答语言。2.Listthekeypointsforusingtelephonesandwhytheyareimportant.知道使用电话的要点及其重要性。LessonOutlines课程结构1.AnsweringCalls接听电话2.PuttingCallsonhold请致电者等候3.TransferringCalls转接电话4.TakingAMassage留言5.CourtesyPhrases礼貌用语6.TelephoneRules电话原则AnsweringCalls接听电话•AllCallsMustBeAnsweredWithin3RingsorLess.•所有电话必须在3次振铃之内接起。ForOperators对于总机话务员•Answeringin-comingexternalcalls接听打进的外线：早上/下午/晚上好，汇宝大酒店GoodMorning/Afternoon/Evening,HarborHotel.•Answeringin-cominginternalcalls接听打进的内线：你好，总机。Operator,Maryspeaking.•Putcalleronhold让来电者等候：请稍候！Onemomentplease!•Toendtheconversation结束通话时：谢谢您的来电！Thankyouforcalling!ForDepartment对于部门Callsfromwithinthehotel内线电话:1.GreetingFirst先问好2.IdentifytheDepartment报本部门名称3.GiveYourName,andAsk“HowMayIHelpYou?”报上自己的姓名并问“HowMayIHelpYou?”PuttingCallersOnHold请对方等候•Offerthecallerachoice:toholdorleaveamessage给对方选择：等候或是留言•Checkbackfrequently频繁察看•Givethecallerachoiceagain再次请对方选择TransferringCalls转电话•Tellthecallerthatyouaretransferringthecall告诉对方你要转电话•Tellthecallerwhoyouaretransferringthecallto告诉对方你在把电话转给谁•Alwaystrytohandleaservicerequestyourself尽可能自己处理来电人要求TakingAMessage记录留言•WriteLegibly字迹清楚•Becomplete内容完整-Dateandtimeofcall电话时间-Nameofthecaller对方姓名-Nameofthepersonbeingcalled欲找人姓名-Caller’sphonenumber对方电话号码-Briefmessage简要信息-Yourownnameorinitials记录者姓名TakingAMessage记录留言•Beaccurate—repeatthemessagetothecaller•准确—向对方重复留言内容CloseTheLoop结束•Delivermessagesandcompleteservicerequests将信息送达，落实客人要求的服务Confidentiality/Security保密/安全•Nevergiveoutroomnumbersofgueststocallers决不能将客人的房号告诉对方SuggestiveSelling建设性销售•Listentotheneedsofthecaller认真听取对方需要•Offerservicestomeetthoseneedsthatmaynotbeknownbythecustomer主动提供服务以满足客人没有意识到的需要TelephoneRules电话原则•P=PleasantVoice愉悦的嗓音•O=OfferingHelp提供帮助•L=Listen聆听•I=InterestbyName尽量使用姓名•T=TakeNotes做记录•E=Efficient高效CourtesyPhrases礼貌用语•Thankyouforyourreservation谢谢您的预定•Thankyoufortheinformation谢谢您的信息•Pleasecallagain请再打电话过来CourtesyPhrases礼貌用语•MayItakeamessage我可以为您留言吗？•Iamsorrythelineisbusy对不起，此刻正占线。•Thankyouforcalling谢谢您的来电CourtesyPhrases礼貌用语•Sorrytokeepyouwaiting•对不起，让您久等了！•Waitonemomentplease•请稍等•Iwilltransferyourcallnow•我现在就为您转接•IamsorryMr.Liisnothereatthemoment•对不起，李先生此刻不在TELEPNONESKILLSCHECK电话技能检查1.Whenshouldweanswerthetelephone?我们应当什么时间应答电话？2.Whatisthestandardforansweringtelephones?应答电话的标准是什么？3.Whatarethecourteousphrases?电话礼貌用语是什么？4.Howdowetransferacall?我们如何转接电话TELEPNONESKILLSCHECK电话技能检查5.Howdowetakeamessage?我们如何留言？6.WhatdoesPOLITEmean?POLITE是什么意思?7.WhyshouldwebeP.O.L.I.T.E?我们为何要P.O.L.I.T.E?8.Whyaregoodtelephoneskillsimportant?为什么好的电话技能很重要