星级酒店电话礼仪课程

Click to edit Master title style,Level 1,Level 2,Level 3,*,Click to edit Master title style,Level 1,Level 2,Level 3,*,Click to edit Master title style,Level 1,Level 2,Level 3,*,Click to edit Master title style,Level 1,Level 2,Level 3,*,Click to edit Master title style,Level 1,Level 2,Level 3,*,Click to edit Master title style,Level 1,Level 2,Level 3,*,Click to edit Master title style,Level 1,Level 2,Level 3,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,*,Click to edit Master title style,Level 1,Level 2,Level 3,Click to edit Master title style,Level 1,Level 2,Level 3,Click to edit Master title style,Level 1,Level 2,Level 3,Click to edit Master title style,Level 1,Level 2,Level 3,Click to edit Master title style,Level 1,Level 2,Level 3,Click to edit Master title style,Level 1,Level 2,Level 3,Click to edit Master title style,Level 1,Level 2,Level 3,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,TelephoneCourtesy,电话,礼,礼仪,TelephoneAnsweringStandard,电话,接,接听,原,原则,Transferthephone,转接,电,电话,LeaveMessage,留言,Makethetelephonecall,如何,拨,拨打,电,电话,Managedifficultguestsonline,积极,应,应对,难,难缠,的,的来,电,电者,NeverVS.Always,永远,不,不要,Vs,永远,都,都要,Contents,我们,将,将一,起,起了,解,解,Objectives,目,标,标,BytheendofTodaysSessionyouwillbeableto,本次,课,课程,结,结束,之,之后,，,，你,将,将能,够,够：,Applythestandardsbackatwork,在工,作,作中,运,运用,电,电话,接,接听,原,原则,Canuseprofessionalskilltotransferthecall,礼貌,地,地转,接,接电,话,话,Leavingmessageskill,留言,技,技巧,Managedifficultguestsonline,应对,通,通话,中,中的,3,类难,缠,缠客,人,人,TelephoneAnsweringStandard,接听,电,电话,基,基本,原,原则,Answerthephonewithin3rings,在电,话,话响,三,三声,以,以内,必,必须,接,接听,。,。,1,，,2,3,Standard,接听,电,电话,基,基本,原,原则,Greeting/,问候,来,来电,例,例如,:,Goodmorning/afternoon/evening/,早上,好,好，,下,下午,好,好，,晚,晚上,好,好。,(dependingonthetimeoftheday/,根据,接,接听,电,电话,的,的时,间来,定,定,),Youvoicemusthaveasmilingvoice,andmustpronouncethewordsproperly.,接电话的,时,时候语气,要,要柔和,用语要恰,当,当，并且,面,面带微笑,Telephone AnsweringStandard,接听电话,基,基本原则,Greeting:Good morning/afternoon/evening,(depending on the time of the day),问候来电,例,例如：早,上,上好，下,午,午好，晚,上,上好。根,据,据接听电,话,话的时间,来,来定,Mentionthenameofthehotel ordepartmentname,报酒店或,部,部门的名,字,字,Mentionyourname(thisis MARYspeaking),报您的名,字,字（例如,：,：这是玛,丽,丽）,Be of assistance(How may Ihelpyou?),给予帮助,(,例如：我,能,能为您做,点,点什么？,),Youvoice must havea smiling voice,andmust pronouncethewords,properly.,接电话的,时,时候语气,要,要柔和,用语要恰,当,当，并且,面,面带微笑,Greeting,问 候,GoodMorning-,00:01-12:00 hr,GoodAfternoon-,12:01-18:00 hr,GoodEvening-,18:01-00:00 hr,Howto answer the phone,怎样接听,电,电话,Externalcalls,外线电话,Goodmorning,XXX Hotel,XXXspeaking,how may Ihelp you?,早上好,XXX,酒店,我是,XXX,有什么可,以,以帮您的,吗,吗,?,Internalcalls,内线电话,Goodmorning,XXX department,XXX speaking,howmayI help you?,早上好，,XXX,部门，我,是,是,XXX,，有什么,可,可以帮您,的,的吗？,练 习,Transferringa Call,转接电话,Keepyour companysphone numbers,保存一份,公,公司电话,号,号码表,Confirmwiththecallerandexplainyouwilltransfer the call,确认客人,需,需求，告,诉,诉客人您,即,即将转接,电,电话,Brief the caller,s request to the listener who answeredthephone.,请将客人,的,的具体要,求,求转达给,相,相关部门,“,Please holdon,Illconnectyou.”,“Would you holdon for amoment?,”,”,“Wait amoment,please.”,“,Sir/Madam.”,LineBusy/NoAnswer,线路繁忙,/,无人应答,Givethechoiceto the caller,提供给客,人,人一定的,选,选择,:,HoldOnor Leavea Message,如“等待,”,”或是“,留,留言”,Transferringa Call,转接电话,Would you like to hold on for awhile orleave amessage,sir/madam,?,Place Callers onHold,请求客人,等,等待,Askforagreement beforeyouhold the phone,在候住电,话,话之前，,请,请求客人,同,同意,Giveyour attentionto the caller when you holdthephone.,在客人等,待,待的过程,中,中，仍然,要,要有照顾,Write down the message,内容完整,Repeat the message to confirm,确定内容,Deliverthemessage,转交留言,Leave Message,留 言,“,Would you like to leavea message?”,“,Illmake sure he gets the message,Mr./Ms._.”,To,致,:,From,自,:,Tel.No.,电话,:,Date,日期,:,Time,时间,:,Message,留言,:,YourName&Signature:,留言者姓,名,名及电话,Makephone calls,拨打电话,Preparationis veryimportant,准备妥当,After you reachthenumber,接通电话,Dialingthewrong number,打错号码,Theperson is not in,当事人不,在,在,Manage difficultguestson line,应对难缠,的,的来电者,TheAngry,Rudeor UpsetGuest,气愤、粗,暴,暴、心烦,的,的顾客,TheTalkative Caller,善言的,来,来电者,TheHardtoUnderstand Caller,难于理,解,解的来,电,电者,Alwaysgreetfirst,“,“Goodmorning”or,“,“Goodafternoon”andintroduce yourself or thedepartment.,总是先,说,说问候,语,语“早,晨,晨好”,或,或“下,午,午好”,并,并介绍,你,你自己,和,和你所,在,在部门,AlwaysspeakEnglishandspeakslowly.,总是用,英,英语接,电,电话并,讲,讲得慢,一,一些,Alwayshavea pennear thetelephone.,总是在,电,电话旁,放,放一支,笔,笔,Alwaysleaveamessage if itsnecessary.,总是记,下,下客人,的,的留,Alwaysgiveyour fullattention to thecaller,do nottrytodotwo thingsatonce.,总是专,心,心地接,电,电话，,不,不要边,接,接电话,边,边做别,的,的事情,Always,总 是,Never,永远不,要,要,Neverallowthephonetoringmore than3times.,永远不,要,要允许,电,电话铃,声,声响三,遍,遍以上,Neverallowthe twoconversations at thesame time.