酒店电话接听标准Telephone-Courtesy

1、整理课件 电话接听标准电话接听标准Telephone Courtesy整理课件 电话礼仪电话礼仪 Telephone Courtesy What should we do when the phone is ringing?整理课件目标目标Objective当结束本次培训时：您能列举关于当结束本次培训时：您能列举关于“电话礼仪电话礼仪”的基本要求的基本要求By the end of this training, you will be enable to list down key message regarding Telephone Courtesy.示范如何用正确的程序接听电话示范如何用

2、正确的程序接听电话 Demonstrate how to answer the phone using the correct procedure整理课件目标目标Objective良好的第一映像利于我们与客人建立良好的长久关系。员工应良好的第一映像利于我们与客人建立良好的长久关系。员工应使用饱含微笑的声音；所有来电，我们都应礼貌、小心、关爱使用饱含微笑的声音；所有来电，我们都应礼貌、小心、关爱地处理，并及时跟进。地处理，并及时跟进。 First impressions are often the ones that stay with us longest and influence us m

3、ost. All colleagues are to project a smile in the voice. All telephone requests should be handled with courtesy, care, attention and expeditious follow-ups. 电话礼仪是每一人员工在为客服务中都应遵循的基本原则。电话礼仪是每一人员工在为客服务中都应遵循的基本原则。 Telephone courtesy or manner is an essential part of every employees interaction with gues

4、ts.整理课件部门标准部门标准Department & division标准标准接听自己的分机接听自己的分机接听其它分机接听其它分机让来电者让来电者等候等候答复正在等候的来电者答复正在等候的来电者答复正在等候的来电者，并提答复正在等候的来电者，并提供帮助。供帮助。转接电话转接电话电话过滤电话过滤 结束通话结束通话 StandardsAnswering you lineAssisting your workmate to answer the linePlacing an incoming call on “HOLD”Returning to the waiting call by th

5、e person who originally answered the callReturning to the waiting call by the individual asked for by the callerTransferring a callScreening of calls Ending a conversation整理课件标准标准Standards所有电话使用清晰而礼貌的声音在振铃所有电话使用清晰而礼貌的声音在振铃3 3声内接听。声内接听。 All calls must be answered within 3 rings, in a clear and courte

6、ous voice. 如果你正与他人交谈，请向面谈者致歉，并暂停谈话接听来电。如果你正与他人交谈，请向面谈者致歉，并暂停谈话接听来电。 If your telephone rings and you are with someone, excuse yourself and attend to the call.请在电话交谈中至少两次称呼来电者的姓名请在电话交谈中至少两次称呼来电者的姓名。When conversing with a guest his / her name should be used twice as a minimum.整理课件烟台万达文华酒店电话接听标准烟台万达文华酒店

7、电话接听标准Wanda Vista Yantai Telephone Answering Standard 内线内线Internal 外线外线External例如：例如：e.g. Good morning/Afternoon/ Evening , this is Housekeeping Dept. XXXspeaking, how may I assist you? 您好，先生您好，先生/ /女士，这里是客房部，我是女士，这里是客房部，我是XXXXXX，有什么可以，有什么可以帮您？帮您？ 例如：例如：e.g. Good morning/Afternoon/ Evening , thank y

8、ou for calling Wanda Vista Yantai, XXXX Speaking, how may I assist you? 您好，欢迎致电烟台万达文华酒店，我是您好，欢迎致电烟台万达文华酒店，我是XXXXXXXX，请问有什，请问有什么可以帮您？么可以帮您？整理课件接听其它的分机接听其它的分机Answering someone elses line所在的部门或办公室所在的部门或办公室 Identify the office or department 告知来电者你的姓名告知来电者你的姓名 Give your name 提供帮助或为来电者留言提供帮助或为来电者留言 Offer

9、assistance or take a message 整理课件请来电者请来电者“等候等候”Placing a incoming call on “HOLD” 建议您使用“稍等”，而不是“别挂电话别挂电话” We recommend you to use the word WAIT; do not say HOLD. 获取来电者的同意，请其稍等：黄先生，请稍等黄先生，请稍等谢谢。谢谢。 Ask permission and acknowledge the guests response: Would you please wait, Mr. Huang Thank you. 整理课件答复等候

10、的来电者，并提供帮助答复等候的来电者，并提供帮助Returning to the waiting call by the person who originally answered the call如果知道客人的姓名，请在对话中称呼客人。如果知道客人的姓名，请在对话中称呼客人。 If guests name is known, use it during the conversation. 感谢来电者的耐心等待感谢来电者的耐心等待 Always thank the caller for waiting. 提供帮助或为来电者留言提供帮助或为来电者留言 Offer assistance to t

11、ake a message: 黄先生，感谢您的耐心等待。黄先生，感谢您的耐心等待。XXXXXXXX不在办公室，我可以帮您留言吗？或者不在办公室，我可以帮您留言吗？或者 Mr. Huang, thank you for waiting. Ms. Su is not in her office, may I take a message for her? OR黄先生，感谢您的耐心等待。黄先生，感谢您的耐心等待。XXXXXXXX正在接听电话，您是稍等片刻还是留言给她？正在接听电话，您是稍等片刻还是留言给她？ Mr. Huang, thank you for waiting. Ms XXX is en

12、gaged in another call. Would you like to wait or may I take a message for her? 整理课件答复来电等候者答复来电等候者Returning to the waiting call by the individual asked for by the caller感谢来电者 Always thank the caller 告知来电者你的姓名 Give your name 提供帮助：感谢您的来电。我是苏珊，有什么可以帮您的？ Offer assistance: Thank you for waiting, this is S

13、usan, may I assistant you? 整理课件留留 言言Leave Message 内容完整内容完整 Write down the message 确定内容确定内容 Repeat the message to confirm 转交留言转交留言 Deliver the message整理课件转接电话转接电话Transferring a call告知来电者，你将转接他（她）的电话。告知来电者，你将转接他（她）的电话。 Tell the caller you are transferring his / her call. 告知接听方有来电即将转入。告知接听方有来电即将转入。 Ann

14、ounce to receiving party the incoming call 保留通话，直到双方电话被接通。保留通话，直到双方电话被接通。 Stay on the line until the connection has been made:范例：范例：黄先生，请稍等。我为您转接到苏小姐的分机。黄先生，请稍等。我为您转接到苏小姐的分机。苏小姐，黄先生希望与您通话。苏小姐，黄先生希望与您通话。黄先生，苏小姐的电话已经接通。黄先生，苏小姐的电话已经接通。Example:Mr. Huang, I am transferring your call to Ms. Su, one moment

15、 please. Ms. Su, I am connecting a call from Mr. Huang to your line. Mr. Huang, I have Ms Su on the line. Go ahead please.整理课件转接电话转接电话Transferring a call如果来电者拥有不愉快的消费经历，他们一定不愿数次向如果来电者拥有不愉快的消费经历，他们一定不愿数次向不同人重复他的经历。不同人重复他的经历。 因此，请谨慎处理这些来电。因此，请谨慎处理这些来电。 If the caller has had an unpleasant experience th

16、ey do not wish to repeat themselves to numerous people before reaching the person the call was intended for. Sensitivity to such calls is of utmost importance. 整理课件电话过滤电话过滤Screening of calls 除特别原因（例如：总经理办公室），一般来电除特别原因（例如：总经理办公室），一般来电不予过滤不予过滤。 With very few exceptions i.e. the General Managers office

17、 calls might not be screened. “盘问盘问”来电者是不专业、粗鲁的行为，可能使我们丢失生意。来电者是不专业、粗鲁的行为，可能使我们丢失生意。 Interrogating a caller is unprofessional, discourteous and could result in the loss of business. 如果必须过滤来电者，请说：方便知道如何称呼您？如果必须过滤来电者，请说：方便知道如何称呼您？谢谢，黄谢谢，黄先生，我立即为您转接。先生，我立即为您转接。 Should the situation require the call to

18、be screened: May I announce who is calling? Thank you, Mr. Huang, please wait, I will connect you now. 整理课件结束通话结束通话Ending a conversation 感谢来电者感谢来电者 Always thank the caller 尽可能称呼来电者尽可能称呼来电者 Use the callers name whenever possible 使用使用“谢谢谢谢”来结束通话来结束通话 “感谢来电。感谢来电。” End every conversation with a Thank yo

19、u. - “Thank you for calling” 整理课件总总 是是Always 总是在电话旁放一支笔总是在电话旁放一支笔Always have a pen near the telephone.总是记下客人的留言总是记下客人的留言Always leave a message if its necessary. 总是在十分钟内给予客人答复总是在十分钟内给予客人答复 Always give guests a response in 10 minutes . 总是专心地接电话，不要边接电话边做别的事情总是专心地接电话，不要边接电话边做别的事情 Always give your full attention to the caller, do not try to do two things at once总是等客人挂完电话才挂（挂电话时先按挂断键，然后再放电话）总是等客人挂完电话才挂（挂电话时先按挂断键，然后再放电话） Always hang up after guest 整理课件永远不要永远不要Never 永远不要允许电话铃声响三遍以上永远不要允许电话铃声响三遍以上 Never allow the phone to ring more than 3 time