星级酒店电话礼仪课程

TelephoneCourtesy电话礼仪2TelephoneAnsweringStandard电话接听原则Transferthephone转接电话LeaveMessage留言Makethetelephonecall如何拨打电话Managedifficultguestsonline积极应对难缠的来电者NeverVS.Always永远不要Vs永远都要Contents我们将一起了解……3Objectives目标BytheendofToday’sSessionyouwillbeableto本次课程结束之后，你将能够：Applythestandardsbackatwork在工作中运用电话接听原则Canuseprofessionalskilltotransferthecall礼貌地转接电话Leavingmessageskill留言技巧Managedifficultguestsonline应对通话中的3类难缠客人4TelephoneAnsweringStandard接听电话基本原则Answerthephonewithin3rings在电话响三声以内必须接听。1，2,3……6TelephoneAnsweringStandard接听电话基本原则Greeting:Goodmorning/afternoon/evening(dependingonthetimeoftheday)问候来电例如：早上好，下午好，晚上好。根据接听电话的时间来定Mentionthenameofthehotelordepartmentname报酒店或部门的名字Mentionyourname(thisisMARYspeaking)报您的名字（例如：这是玛丽）Beofassistance(HowmayIhelpyou?)给予帮助(例如：我能为您做点什么？)Youvoicemusthaveasmilingvoice,andmustpronouncethewordsproperly.接电话的时候语气要柔和,用语要恰当，并且面带微笑7Greeting问候GoodMorning-00:01-12:00hrGoodAfternoon-12:01-18:00hrGoodEvening-18:01-00:00hr8Howtoanswerthephone怎样接听电话Externalcalls外线电话Goodmorning,XXXHotel,XXXspeaking,howmayIhelpyou?早上好,XXX酒店,我是XXX,有什么可以帮您的吗?Internalcalls内线电话Goodmorning,XXXdepartment,XXXspeaking,howmayIhelpyou?早上好，XXX部门，我是XXX，有什么可以帮您的吗？10TransferringaCall转接电话Keepyourcompany’sphonenumbers保存一份公司电话号码表Confirmwiththecallerandexplainyouwilltransferthecall确认客人需求，告诉客人您即将转接电话Briefthecaller’srequesttothelistenerwhoansweredthephone.请将客人的具体要求转达给相关部门11“Pleaseholdon,I’llconnectyou.”“Wouldyouholdonforamoment?”“Waitamoment,please.”“Sir/Madam.”12LineBusy/NoAnswer线路繁忙/无人应答Givethechoicetothecaller提供给客人一定的选择:HoldOnorLeaveaMessage如“等待”或是“留言”TransferringaCall转接电话13Wouldyouliketoholdonforawhileorleaveamessage,sir/madam?14PlaceCallersonHold请求客人等待Askforagreementbeforeyouholdthephone在候住电话之前，请求客人同意Giveyourattentiontothecallerwhenyouholdthephone.在客人等待的过程中，仍然要有照顾15Writedownthemessage内容完整Repeatthemessagetoconfirm确定内容Deliverthemessage转交留言LeaveMessage留言16“Wouldyouliketoleaveamessage?”“I’llmakesurehegetsthemessage,Mr./Ms.______.”17To致:From自:Tel.No.电话:Date日期:Time时间:Message留言:YourName&Signature:留言者姓名及电话18Makephonecalls拨打电话Preparationisveryimportant准备妥当Afteryoureachthenumber接通电话Dialingthewrongnumber打错号码Thepersonisnotin当事人不在19Managedifficultguestsonline应对难缠的来电者TheAngry,RudeorUpsetGuest气愤、粗暴、心烦的顾客TheTalkativeCaller善言的来电者TheHardtoUnderstandCaller难于理解的来电者20Alwaysgreetfirst“Goodmorning”or“Goodafternoon”andintroduceyourselforthedepartment.总是先说问候语“早晨好”或“下午好”并介绍你自己和你所在部门AlwaysspeakEnglishandspeakslowly.总是用英语接电话并讲得慢一些Alwayshaveapennearthetelephone.总是在电话旁放一支笔Alwaysleaveamessageifit’snecessary.总是记下客人的留Alwaysgiveyourfullattentiontothecaller,donottrytodotwothingsatonce.总是专心地接电话，不要边接电话边做别的事情Always总是21Never永远不要Neverallowthephonetoringmorethan3times.永远不要允许电话铃声响三遍以上Neverallowthetwoconversationsatthesametime.永远不要同时进行两种对话（接电话时与别人谈话）Nevereatordrinkandanswerthephone.永远不要接电话时吃东西或喝饮料Neverdropthetelephonereceiver.永远不要重放电话Neverleavethereceiveruncoveredasthecallerwillhearyouspeaking.永远不要说与对方无关的话时不捂住话筒StaySmile保持微笑