TelephoneStandardl电话礼仪.ppt

,电话礼仪,Telephone Courtesy,Standard Greetings 标准问候语,GSC External Call：宾客服务中心外线,Thank you for calling Hilton Chongqing，XX speaking, how may I help you? 感谢致电重庆希尔顿酒店。我是XX, 请问有什么可以帮您的？,GSC Internal Call：宾客服务中心内线,Good morning/afternoon/evening, Guest Service Center, XX speaking, how may I help you? 早上好/下午好/晚上好，对客服务中心，我是XX, 请问有什么可以帮您的？,Standard Greetings 标准问候语,Team Member / 员工： Good morning/afternoon/evening, XX section, This is XX, may I help you? 早上好/下午好/晚上好/，XX部门，我是XX, 请问有什么可以帮您的？,Request 要求,Team Member who are in the departments of Front of the House are required to answer the phone in Both English & Chinese 所有一线员工需用英语和中文接听电话。 Team Member who are in the departments of Back of the House can answer the phone in Chinese (Mandarin). 后台员工可用普通话接听电话。,可用中文接听电话的部门为： 厨房，管事部，洗衣场,花房, 制服房，收货部，采购部，库房，保安部，工程部，员工餐厅,Request 要求,The following departments can answer the call in Chinese: Kitchens, Stewarding, Laundry, Florist, Uniform, Receiving, Purchasing, Store, Security, Engineering and Team Restaurant.,All calls must be answered as soon as possible,within three rings, in a clear and courteous voice. 所有电话都应在铃响三声之内以清晰、礼貌的方式接听电话。 If not, apologize first：Sorry to keep you waiting. 如铃响超过三声，请先向客人道歉：很抱歉，让您久等了。 Dont rush your greeting and mumble 问候时语速不要太快, 说话含糊不清,Request 要求,When telephone ring,Let the guest feel your smiling让客人感觉到你的微笑,Greeting 问候 Identify your department/hotel 报出自己的部门酒店 Identify yourself 报出你自己 Tell the person why you call or whom you call for 说明去电意图或报出要找的人 Example: Good morning. This is Jason from training department. 您好，我是培训部的杰生 Im calling for the registration form of the training course. 我打电话来是问一下你们培训课程的报名表的事 May I speak to Ms. C? 请问C小姐在吗？,Making Calls打电话,The person you want is not around/available你要找的人不在无法接听,Tell the person your name & phone number politely, ask to pass the message or tell you would call back later. 礼貌地告诉接听的人你的姓名及号码，并请对方转达留言或转告你会稍后再打来。 Example例子: Could you take a message for me? Please tell Ms. B that Jason of training department called. 麻烦您帮我留言好吗？请您转告B小姐培训部的杰生打电话找过她 Please ask her to call me at 1234. / Please tell her I will call back later. 请您告诉她给我回电，号码1234请转告她我稍后再打来,If You Make A Wrong number!如果你拨错电话了！,Never hang up without a word! 绝对不可以一声不响就把电话挂了！ Apologize for the mistake. If you are not sure of the number you are calling, you may find assistance here. 要为打错电话道歉如果你不确定要找的号码，没准对方可 以帮你呢。 Example例子: Oh, I am so sorry. Ive got the wrong number. 哦，对不起，我打错电话了 I was calling for department C. Do you happen to know their number? 我要找的是C部门您知道他们的号码吗？,Transferring Calls 转电话,1. Holding 等待2.首先征得同意3.每隔秒确认 “ Could you please hold the line, Mr/Mrs/Ms XXX, Thank you.” “ XXX先生/太太/女士，请稍等，谢谢。” “ Thank you for calling. I will transfer you to ” “ 谢谢您的来电，现在我把你的电话转到 ”,No Reply 无应答,“ I am sorry there is no reply from Would you like to leave a message? ” “对不起，分机没有人接听. 我可以帮他/她留言吗？”,Tips of Leaving a Message 留言小技巧,Tools for taking message 准备必要的工具 Concentrate fully on the caller 仔细聆听 Ask Callers Detail 询问对方细节 Always repeat information to ensure accuracy 要重复留言，确保正确无误,A Message should include: 留言的内容应包括：,Name of Caller : May I have your name? 来电者的名字 Company Name or Department Name : And you are calling from? 来电者公司或部门的名字 Reason for the call : May I know the purpose of your call? 来电事由 Callers Telephone number or e-mail address: Would you like to leave your contact information with me? 来电者的电话号码或电子邮箱地址 Name of the person who took the message 留言人的姓名 Date & Time 来电日期和时间,Ending a telephone结束通话,Thank the other party and express your best wish. 感谢对方并给对方良好祝愿 Hang up gently after him/her. 在对方之后轻轻放下电话 Example: Thank you for calling/for(what the other party has done or will do for you). I look forward to helping you in the future. 谢谢您来电谢谢您（对方为你所做的或将要做的事情）期待着很快能为您服务 Have a nice day/a nice evening/good night/ enjoy your stay with us/enjoy your meal. 祝您有愉快的一天祝您有一个愉快的夜晚祝您在我们酒店下榻愉快祝您好胃口,