电话礼仪-10272006

美国戴斯酒店集团(中国)DaysInnChina电话礼仪培训课程TelephoneTechniquesProgram2目录TELEPHONETECHNIQUESPROGRAMCONTENTSI欢迎与介绍WELCOMEANDINTRODUCTIONII识别顾客IDENTIFYINGTHECUSTOMERSIII识别挑战IDENTIFYINGTHECHALLENGESIV卓越服务的精神SPIRITOFSERVICEEXCELLENCEV态度——基本技能ATTITUDE—THEULTIMATESKILLVI改进过程THEIMPROVEMENTPROCESSVII有效的聆听EFFECTIVELISTENING3VIII传递信息GIVINGINFORMATIONIX基本的销售技能BASICSELLINGSKILLSX解答—语音SOLUTIONS—THEVOICEXI解答—心理SOLUTIONS—PSYCHOLOGICALXII解答—技巧SOLUTIONS—TECHNICALXIII处理抱怨HANDLINGCOMPLAINTSXIV概要SUMMARY目录TELEPHONETECHNIQUESPROGRAMCONTENTS4第一印象就是“Firstimpressionsarelastingimpressions”永久印象5培训目标WORKSHOPOBJECTIVES此项培训旨在帮助您：Thisprogramisdesignedtobuildyourknowledgeon:了解谁是我们的顾客Anunderstandingofwhoourcustomersare.这些顾客期望什么Whatthosecustomers’expectation.使用电话进行卓越服务的指导方针TheguidelinestoServiceExcellenceonthetelephone.6培训目标WORKSHOPOBJECTIVES沟通技巧（包括基本的销售技巧）Communicationskills(includingbasicsellingskills)如何通过电话进行有效的顾客沟通Howtoconducteffectiveandefficientcustomerinteractionsonthetelephone如何处理棘手的问题Howtodealwithdifficultsituations关键措辞－戴斯酒店方式KeyPhraseology–theDaysInnWay7自我介绍SELF-INTRODUCTION姓名Name工作年限YearswiththeCompany工作期望Concerns/Expectations客户服务经验WorkingexperienceinCustomerService8谁是我们的顾客WHOISOURCUSTOMER外面的顾客可能包括：EXTERNALCUSTOMERSmightinclude：订房电话—意味着增加收入的机会RoomReservationcallin…soitisarevenueopportunity订餐电话—预订前的第一印象F&BReservationcallin…firstimpressionsbeforebooking?供应商来电—为我们提供高质量产品的合作伙伴Suppliers…ourpartnersinproducingqualityproducts行政部门来电—可能是酒店的业主……Administrationcalls…couldbetheowners…9谁是我们的顾客WHOISOURCUSTOMER紧急电话—双向沟通—也许是救生的时机Emergencies–2waycommunication…lifesavingopportunity顾客来电—客人的反馈能够带来更多信息Guestcontactcalls…existingguestfeedbackcangenerateguestfeedback.错误来电—只要处理妥当，即便是误拨入的号码也有可能带来商机Wrongnumbers…evenawrongnumbertodaycanbetherightonetomorrowifitisnicelyhandled.10谁是我们的顾客WHOISOURCUSTOMER内部顾客可能包括：INTERNALCUSTOMERSmightinclude:住店客人-问讯withquestionsGuests-订餐F&Breservations-误拨电话wrongnumbers同事-管理/信息传达/帮助Colleaguesadmin/info/help-误拨电话wrongnumbers紧急事件-求救电话callsforhelpEmergencies11面对的挑战WHATARETHECHANLLENGES直接挑战：DIRECTCHALLENGES：缺乏相关的能力/知识（培训）Lackofability/knowledge(training)难对付的来电者Difficultcaller工作压力Work/callpressure缺乏信心Lackofconfidence缺乏激励Lackofmotivation对优先权的误解Misunderstandingofpriorities环境environment12面对的挑战WHATARETHECHANLLENGES间接挑战：INDIRECTCHALLLEGES：厌倦BOREDOM无趣DISINTEREST缺乏面对面的接触LACKOFVISUALCONTACT13我们的表现如何呢？HOWGOODAREWE失误可能有：MISTAKESmightinclude:应答迟缓answering–slow应答不完善answering–incomplete应答仓促answering–toorushed技术失误（如，挂断）technicalerrors理解失误failuretoensureunderstanding打断来电者cuttingshortthecaller接线错误connectingtowrongextension不礼貌impoliteness……14为客人留下良好的印象TOIMPRESSCUSTOMERS顾客永远是第一位的Alwaysplacecustomersfirst.关心顾客的需要BeEMPATHETICtotheirneeds.注意细节Beawareofthelittlethings谢谢Thankyou回电话Returningphonecalls兑现承诺Followingthroughonpromises说话的时候要微笑Smileinyourvoice提供服务后进行电话跟踪服务Followupwithphonecallsafterprovidingaservice尽量使顾客满意Gooutofyourwaytosatisfyacustomer.做些额外的细节服务Dotheextraslittlethings质量至上Becomeaddictedtoquality15检测我们的服务TESTINGOURSERVICEEXCELLENCE电话礼仪调查问卷Questionnaire–TelephoneSkills(trueorfalse).请回答：是，否。1既然对方看不到，那么应答电话时微笑服务也没必要。Thereisnopointinsmilingwhenansweringthetelephoneasthepersonattheotherendcan’tseethesmile.○是○否2既然对方不知在和谁交谈，那么告诉对方我的工作身份也没有必要Thereisnoneedtoannouncemydepartmentasthecallershould’tknowwhotheyarecalling.○是○否3来电者并不关心他在和谁交谈，因此也不必自我介绍Acallerdoesn’tcarewhotheyaretalkingtothereforeisnoneedtointroduceyourself○是○否16电话礼仪调查问卷（是非选择）4让对方在线等待一两分钟没有大碍。It’sOKtokeeppeopleonholdforaminuteorso.○是○否5可以拨打私人电话It’sOKtomakeandgetpersonalcalls.○是○否6当你接到投诉电话，即便这不是你的职责范围你也应该认真听取Whenyougetacomplaintcall,youshouldlistenpatientlyevenifthecallisnotforyoursection/Dept.○是○否7如果对方要找的人不在，那么通知此人回复电话是必要的。It’sOKtotellpeopletocallbackwhenthepersontowhomtheywanttospeakisnotthere.○是○否17电话礼仪调查问卷（是非选择）8获知对方姓名并在电话谈话中称呼是非常重要的It’simportanttofindoutwhooneisspeakingtoandtousetheirnameduringthetelephoneconversation.○是○否9聆听也需要技巧Listeningisaskillwhichmustbelearnt.○是○否10如果旁边的电话无人应答，那么你最好不要代为接听Ifaphoneisringingnexttoyouandthereisno-onetoanswerit,itisbesttoletitring.○是○否11环境里的噪音会干扰来电的接听，所以最好保持安静Environmentalnoisesinterruptthecallersoitisbesttokeepquiet.○是○否18卓越电话服务的目标OBJECTIVESOFSERVICEEXCELLENCEONTHETELEPHONE确保顾客满意Todetermineandsatisfycustomers’needs.理解卓越的服务对我们的顾客、公司及我们个人的重要性UnderstandtheIMPORTANCEofserviceexcellencetoourcustomers,theorganizationandYOU.提供高质量的服务ToprovideQualityService.提供可靠且持久的品质服务Toprovidereliableandconsistentservice.19卓越的电话服务会带来什么好处WHATARETHEBENEFITSOFSERVICEEXCELLENCEONTHETELEPHONE？i）客人TotheCustomersii)组织机构TotheOrganizationii)对你个人ToYou20我们提供优质电话服务的原因THEREASONSWHYWENEEDTOPROVIDESERVICEEXCELLENCEONTHETELEPHONE使用电话的每位雇员都影响着公司的形象Thewayinwhicheachemployeeusesthetelephonecreatesasignificantimpactonthecompany’simage.顾客是组织中最重要的成员-来电者可能就是顾客Acustomeristhemostimportantpersoninthisorganization-callerstendtobecustomers.顾客就是我们的老板Acustomeristhe“Boss”.21顾客对我们的工作而言不是一个打断/打扰Acustomerisnotaninterruptionofourwork-他就是我们工作的目标，我们为其服务不是赐予他们什么，相反，他们给了我们机会。Heisthepurposeofit.Wearenotdoinghimafavorbyservinghim…Heisdoingusafavorbygivingustheopportunitytodoso.-不可以和顾客争执。我们永远不可能从与顾客的争执中获取利益。Acustomerisnotsomeonetoarg