星级酒店电话礼仪课程课件

TelephoneCourtesy电话礼仪

TelephoneCourtesyTelephoneAnsweringStandard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……Contents我们将一起了解……Objectives目标

BytheendofToday’sSessionyouwillbeableto

本次课程结束之后，你将能够：Applythestandardsbackatwork在工作中运用电话接听原则Canuseprofessionalskilltotransferthecall 礼貌地转接电话Leavingmessageskill留言技巧Managedifficultguestsonline 应对通话中的3类难缠客人Objectives目标BytheendofTelephoneAnsweringStandard

接听电话基本原则Answerthephonewithin3rings在电话响三声以内必须接听。

1，2,3……TelephoneAnsweringStandardStandard接听电话基本原则Greeting/问候来电例如:Goodmorning/afternoon/evening/早上好，下午好，晚上好。(dependingonthetimeoftheday/根据接听电话的时间来定)

Youvoicemusthavea

smilingvoice,andmustpronouncethewordsproperly.接电话的时候语气要柔和,用语要恰当，并且面带微笑Standard接听电话基本原则Greeting/问候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

Mentionyourname(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TelephoneAnsweringStandard

Greeting

问候GoodMorning-00:01-12:00hrGoodAfternoon-12:01-18:00hrGoodEvening-18:01-00:00hr

Greeting

问候GoodMorningHowtoanswerthephone

怎样接听电话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?Internalcalls内线电话Goodmorning,XXXdepartment,XXXspeaking,howmayIhelpyou?

早上好，XXX部门，我是XXX，有什么可以帮您的吗？Howtoanswerthephone

怎样接听电练习练习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TransferringaCall

转接电话Keep“Pleaseholdon,I’llconnectyou.”“Wouldyouholdonforamoment?”“Waitamoment,please.”“Sir/Madam.”“Pleaseholdon,I’llconnectLineBusy/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LineBusy/NoAnswer线Wouldyouliketoholdonforawhileorleaveamessage,sir/madam?星级酒店电话礼仪课程

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

PlaceCallersonHold

请Writedownthemessage内容完整Repeatthemessagetoconfirm确定内容Deliverthemessage转交留言LeaveMessage留言Writedownthemessage内容完整Lea“Wouldyouliketoleaveamessage?”

“I’llmakesurehegetsthemessage,Mr./Ms.______.”“WouldyouliketoleaveamesTo致:From自:Tel.No.电话:Date日期:Time时间:Message留言:YourName&Signature:留言者姓名及电话To致:Makephonecalls拨打电话Preparationisveryimportant准备妥当Afteryoureachthenumber接通电话Dialingthewrongnumber打错号码Thepersonisnotin当事人不在Makephonecalls拨打电话PreparatiManagedifficultguestsonline

应对难缠的来电者TheAngry,RudeorUpsetGuest气愤、粗暴、心烦的顾客

TheTalkativeCaller善言的来电者TheHardtoUnderstandCaller难于理解的来电者ManagedifficultguestsonlinAlwaysgreetfirst“Goodmorning”or“Goodafternoon”andintroduceyourselforthedepartment.

总是先说问候语“早晨好”或“下午好”并介绍你自己和你所在部门AlwaysspeakEnglishandspeakslowly.总是用英语接电话并讲得慢一些Alwayshaveapennearthetelephone.总是在电话旁放一支笔Alwaysleaveamessageifit’snecessary.总是记下客人的留Alwaysgiveyourfullattentiontothecaller,donottrytodotwothingsatonce.总是专心地接电话，不要边接电话边做别的事情Always

总是Alwaysgreetfirst“GoodmorniNever永远不要Neverallowthephonetoringmorethan3times.

永远不要允许电话铃声响三遍以上Neverallowthetwoconversationsatthesametime.

永远不要同时进行两种对话（接电话时与别人谈话）Nevereatordrinkandanswerthephone.

永远不要接电话时吃东西或喝饮料Neverdropthetelephonereceiver.

永远不要重放电话Neverleavethereceiveruncoveredasthecallerwillhearyouspeaking.

永远不要说与对方无关的话时不捂住话筒Never永远不要NeverallowthephonStaySmile

保持微笑StaySmile保持微笑TelephoneCourtesy电话礼仪

TelephoneCourtesyTelephoneAnsweringStandard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……Contents我们将一起了解……Objectives目标

BytheendofToday’sSessionyouwillbeableto

本次课程结束之后，你将能够：Applythestandardsbackatwork在工作中运用电话接听原则Canuseprofessionalskilltotransferthecall 礼貌地转接电话Leavingmessageskill留言技巧Managedifficultguestsonline 应对通话中的3类难缠客人Objectives目标BytheendofTelephoneAnsweringStandard

接听电话基本原则Answerthephonewithin3rings在电话响三声以内必须接听。

1，2,3……TelephoneAnsweringStandardStandard接听电话基本原则Greeting/问候来电例如:Goodmorning/afternoon/evening/早上好，下午好，晚上好。(dependingonthetimeoftheday/根据接听电话的时间来定)

Youvoicemusthavea

smilingvoice,andmustpronouncethewordsproperly.接电话的时候语气要柔和,用语要恰当，并且面带微笑Standard接听电话基本原则Greeting/问候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

Mentionyourname(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TelephoneAnsweringStandard

Greeting

问候GoodMorning-00:01-12:00hrGoodAfternoon-12:01-18:00hrGoodEvening-18:01-00:00hr

Greeting

问候GoodMorningHowtoanswerthephone

怎样接听电话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?Internalcalls内线电话Goodmorning,XXXdepartment,XXXspeaking,howmayIhelpyou?

早上好，XXX部门，我是XXX，有什么可以帮您的吗？Howtoanswerthephone

怎样接听电练习练习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TransferringaCall

转接电话Keep“Pleaseholdon,I’llconnectyou.”“Wouldyouholdonforamoment?”“Waitamoment,please.”“Sir/Madam.”“Pleaseholdon,I’llconnectLineBusy/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LineBusy/NoAnswer线Wouldyouliketoholdonforawhileorleaveamessage,sir/madam?星级酒店电话礼仪课程

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

PlaceCallersonHold

请Writedownthemessage内容完整Repeatthemessagetoconfirm确定内容Deliverthemessage转交留言LeaveMessage留言Writedownthemessage内容完整Lea“Wouldyouliketoleaveamessage?”

“I’llmakesurehegetsthemessage,Mr./Ms.______.”“WouldyouliketoleaveamesTo致:From自:Tel.No.电话:Date日期:Time时间:Message留言:YourName&Signature:留言者姓名及电话To致:Makephonecalls拨打电话Preparationisveryimportant准备妥当Afteryoureachthenumber接通电话Dialingthewrongnumber打错号码Thepersonisnotin当事人不在Makephonecalls拨打电话PreparatiManagedifficultguestsonline

应对难缠的来电者TheAngry,RudeorUpsetGuest气愤、粗暴、心烦的顾客

TheTalkativeCaller善言的来电者TheHardtoUnderstandCaller难于理解的来电者ManagedifficultguestsonlinA