酒店业电话礼仪培训ppt

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1、TELEPHONEETIQUETTE电话礼仪12WhyDoWeHaveThisTraining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。Theirfirstimpressionsofthehotelcoulddependentirelyonhowyouconductthattelephoneconversation.你的电话礼仪完全决定了客人对酒店的第一印象.3TELEPHONEETIQUETTEOBJECTI

2、VE培训目的Bytheendofthesessionyouwillbeableto:通过本次培训使你能够：Demonstratethecorrectansweringphraseology.使用正确的电话应答语言。Listthekeypointsforusingtelephonesandwhytheyareimportant.列举使用电话的要点及其重要性。4AGENDA课程安排AnsweringCalls接听电话PuttingCallsonhold请致电者等候TransferringCalls转接电话TakingAMessage留言Courtesy

3、Phrases礼貌用语TelephoneRules电话原则5AnsweringCalls接听电话AllCallsMustBeAnsweredWithin3RingsorLess.所有电话必须在3次振玲之内接起。6ForOperators对于总机话务员Answeringin-comingexternalcalls接听打进的外线：GoodMorning/Afternoon/Evening;LoongPalaceHotel&Resort;…speaking;HowmayIhelpyou?早上/下午/晚上好;北京龙城丽宫国际酒店;我是…;需要帮忙吗?Ans

4、weringin-cominginternalcalls接听打进的内线：GoodMorning/Afternoon/Evening;Operator;…speaking;HowmayIhelpyou?早上/下午/晚上好;总机;我是…;需要帮忙吗?7Putcalleronhold让来电者等候：Holdon,please!请稍候！Toendtheconversation结束通话时：Thankyouforcalling!谢谢您的来电！ForOperators对于总机话务员8ForDepartment对于部门：Callsfromwithinthehotel

5、内线电话:GreetingFirst先问好IdentifyYourDepartment报本部门名称GiveYourName报上自己的姓名Ask“HowMayIHelpYou?”问“需要帮忙吗？”9TransferringCalls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的

6、服务10PuttingCallsOnHold请对方等候Offerthecallerachoice:toholdorleaveamessage给对方选择：是等候或是留言Checkbackevery15seconds每隔15秒察看Givethecallerachoiceagain再次请对方选择11TakingAMessage记录留言12TakingAMessage记录留言WriteLegibly字迹清楚Becomplete内容完整-Dateandtimeofcall电话日期/时间-Nameofthecaller对方姓名-Nameofthepersonb

7、eingcalled欲找人姓名-Caller’sphonenumber对方电话号码-Briefmessage简要信息-Yourownnameorinitials记录者姓名Beaccurate—repeatthemessagetothecaller准确—向对方重复留言内容13CloseTheLoop结束Delivermessagesandcompleteservicerequests将信息送达，落实客人要求的服务14Confidentiality/Security保密/安全Nevergiveoutroomnumbersofgueststocaller

8、s决不能将客人的房号告诉对方15SuggestiveSelling建设性销售Listentotheneedsoftheca