酒店电话礼仪76642ppt课件

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1、TelephoneCourtesy电话礼仪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……Objectives目标Applythestandardsbackatwork在工作中运用电话接听原则Canuseprofessionalskilltotransferthecall礼貌地转接电话Leavingmes

2、sageskill留言技巧Managedifficultguestsonline应对通话中的3类难缠客人BytheendofToday’sSessionyouwillbeableto本次课程结束之后，你将能够：TelephoneAnsweringStandard接听电话基本原则Answerthephonewithin3rings在电话响三声以内必须接听。1，2,3……TelephoneAnsweringStandard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

3、，晚上好。根据接听电话的时间来定Youvoicemusthaveasmilingvoice,andmustpronouncethewordsproperly.接电话的时候语气要柔和,用语要恰当，并且面带微笑TelephoneAnsweringStandard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Mentionyournam

4、e(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Greeting问候GoodMorning-00:01-12:00hrGoodAfternoon-12:01-18:00hrGoodEvening-18:01-00:00hrHowtoanswerthephone怎样接听电话Internalcalls内

5、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？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?练习TransferringaCall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

6、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“Pleaseholdon,I’llconnectyou.”“Wouldyouholdonforamoment?”“Waitamoment,please.”“Sir/Madam.”LineBusy/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Wouldyouliketo

7、holdonforawhileorleaveamessage,sir/madam?PlaceCallersonHold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Writedownthemessage内容完整Repe