1TELEPHONEETIQUETTE

電話禮儀培訓(xùn)REMEMBER,everyonewhoanswersthetelephoneisasalesperson.

2WhyDoWeHaveThisTraining

為什么進(jìn)行電話禮儀培訓(xùn)

Thecustomer’sfirstcontactwithourhotelisoftenatelephonecall.客人通常是通過打電話與酒店進(jìn)行最初聯(lián)系的。Theirfirstimpressionofthehotelcoulddependentirelyonhowyouconductthattelephoneconversation.你的電話禮儀完全決定了客人對酒店的第一印象.3Aftercompletingthistraining,youwillbeableto:

成功的完成本課程后你將能夠：樹立正確的接聽電話的態(tài)度學(xué)會如何職業(yè)化的接聽電話各種情況下的電話溝通技巧如何完整和正確的處理電話留言如何讓客人在線上等候如何處理憤怒的致電者BuildupcorrecttelephoneattitudeUsethebusinesstelephonemoreefficientlyAnswerthebusinesstelephoneproperlyTakecompleteandaccuratemessagePlacecallersonholdHandleiratecallerKnowimportanceoftelephoneskills4Answeringatelephone

如何成功的接聽電話SitupStraight身體坐直UseProperVolume聲音適中BeCourteousandProfessional禮貌和職業(yè)化SpeakClearly語音清晰UseGoodEnglishandGrammar語法和發(fā)音正確AnswerSpeedily/Promptly回答迅速Smile微笑?。腿丝梢月犚娔闶欠裨谖⑿Γ㏒UCCESS!!5迅速接聽電話.在2或3聲鈴響之間.不要讓客人等候時(shí)間太長Answerpromptly.BytheSECONDorTHIRDring.也不要太快接聽,否則致電者會被嚇一跳Toosoonandthecallerwillbestartled鈴聲響過之后...Ring...Ring...Ring...6CommunicationModel

交流模式IttakestwotocommunicationTwo-waycommunicationmodel3.PropermannerBuildapositiveclimateGive100%ofyourconcentrationtowhatthecallerissaying1.雙方交流，2.雙向式交流3.注意言語禮貌4.積極的語言環(huán)境5.專注的聆聽客人所講的話7

早上好

千紅飯店/餐飲部這是…..

我可以幫您做些什么？使客人接電話時(shí)有一種親切專注服務(wù)的感覺最重要的是你也會覺得很好.Makethecallerfeelasenseofpersonalisedservice–withananticipationofgoodservice.Mostimportantly,youtoowillfeelgood.GoodMorning

viennahotel/F&BDepartment.ThisIs…

MayIhelpyou?

8TransferringCalls

轉(zhuǎn)電話Tellthecallerthatyouaretransferringthecall告訴對方你要轉(zhuǎn)電話Tellthecallerwhoyouaretransferringthecallto告訴對方你在把電話轉(zhuǎn)給誰Alwaystrytohandleaservicerequestyourself

盡可能自己處理來電人要求的服務(wù)9TakingMessage記錄電話留言1.記錄所有的內(nèi)容2.記下電話號碼3.確認(rèn)公司名稱4.記錄打電話的原因5.重復(fù)所記錄的留言的所有內(nèi)容6.寫清電話打來的日期和具體時(shí)間7.寫上你的姓名8.書寫清晰RecordFirstANDlastListTelephoneNumber(includingareacodeIdentifyCaller’sCompanyRecordtheNatureoftheCallReadtheMessageBackListDateandTimeofCallSignYourNameorInitialsWriteClearly10CloseTheLoop

結(jié)束Delivermessagesandcompleteservicerequests

將信息送達(dá)，落實(shí)客人要求的服務(wù)11PlaceCallersonHold

讓客人在線上等候1.最容易引起客人投訴的情況之一2.只有需要時(shí)才這樣做3.經(jīng)常詢問客人4.讓客人為一個(gè)確切的答復(fù)而等候5.不要讓客人進(jìn)退兩難1.

Oneofthebiggestcausesforcomplaints2.Onlyifnecessary3.Alwaysask4.Waitforananswer5.Don’tleavestranded12PuttingCallsOnHold

請對方等候Offerthecallerachoice:toholdorleaveamessage

給對方選擇：是等候或是留言Checkbackfrequently

頻繁察看Givethecallerachoiceagain

再次請對方選擇13HandlingIrateCallers

處理憤怒的電話不要拖延仔細(xì)傾聽客人所講的內(nèi)容和客人的情緒表現(xiàn)你的專注、關(guān)心、理解、和同情詢問問題提供選擇把討論的問題帶向積極的方向?qū)Υ螂娫挼娜吮硎靖兄xDONOTGetDraggedIntoItListenCarefullyShowEmpathy-understanding/compassion/sympathyAskQuestionOfferOptionsMoveDiscussiontoaPositiveSolutionThankthePersonforCalling14EfficientTelephoneUsage

如何高效的打電話1.考慮時(shí)間2.搜尋信息并演練3.確認(rèn)號碼1.TimeConsideration2.R&RMet