总机服务的基本要求天津海运职业张琪课件

总机服务的基本要求BasicRequirementsForTelephoneSwitchboardService天津海运职业学院张琪TianjinMaritimeCollegeZhangQi幕后服务大使CrewMembersBehindtheScene1热情的态度EnthusiasticAttitude2礼貌的语言PoliteLanguage3甜美的嗓音SweetVoice4娴熟的技能Skillful

目录ContentBasicQualitiesofOperatorsJobRequirementsofOperators0102话务员的基本素质话务员的岗位要求MattersNeedingAttention03话务服务的注意事项话务员的职业素养ProfessionalQualitiesofOperators1.11热情的态度EnthusiasticAttitude2礼貌的语言PoliteLanguage3甜美的嗓音SweetVoice4娴熟的技能Skillful话务员的语言素养LanguageRequirementsofOperators口齿清楚，语速适中，音质甜美SpeakClearlyandDistinctlyataModerateSpeedwithaSweetTone有较强的沟通能力和表达能力GoodCommunicationandExpressionSkills有较强的外语听说能力GoodForeignLanguageListeningandSpeakingSkills1.2话务员的能力素养AbilityRequirementsofOperators1.31掌握丰富的知识和信息MasterRichKnowledgeandInformation2熟悉电话业务FamiliarwithSwitchboardServices3熟悉电脑操作及打字ProficiencyinComputerOperationandTyping话务员的岗位要求JobRequirementsofOperators2话务员必须在几声铃响内接起电话？Howmanyringsdoestheoperatorhavetoanswerthephonewithin?响铃3声内应答电话Answerphonecallswithin3rings话务员的岗位要求JobRequirementsofOperators2话务员应具备怎样的服务态度？Whatserviceattitudeshouldanoperatorhold?礼貌、友善、愉快Telephonesshouldbeansweredinapolite，friendlyandpleasantmanner话务员的岗位要求JobRequirementsofOperators2话务员应露出怎样的面部表情？Whatfacialexpressionsshouldanoperatorpresent?微笑！微笑！微笑！Smilebeforeyouspeaksothatyouwillhaveasmilingvoice话务员的岗位要求JobRequirementsofOperators2话务员应展现怎样的语音语调？Whattoneshouldanoperatorspeakwith?清晰、自然、音调适中、语速正常Speakclearlyanddistinctlyatamoderatespeedandtone话务员的岗位要求JobRequirementsofOperators2话务员可以用“喂”“找谁”等短语应答吗？Cantheoperatoranswerwithphrasessuchas"hello"and"whoareyoulookingfor"应答电话的标准服务用语TelephonePhraseology话务员的岗位要求JobRequirementsofOperators2结束通话时，应该谁先挂断电话？Whoshouldhangupfirstwhenendingacall?等游客先挂断电话Youmustlettheguesthangupfirst话务服务注意事项MattersNeedingAttention3Goodmorning/afternoon/evening!HappySpringFestival.MerryChristmas.……您好！01Operator/GuestServiceCenter这里是宾客服务中心02ThisisLilyspeaking我是莉莉03Whatshouldtheoperatorsayinthefirstfoursentences?开头四句话，说什么？HowmayIhelpyou?请问有什么可以帮您？04话务服务注意事项MattersNeedingAttention3开头四句话，怎么说？Whatshouldtheoperatorsayinthefirstfoursentences?尽量简短KeepItShort准确表达ExpressAccurately话务服务注意事项MattersNeedingAttention3组织机构InstitutionalFramework职责范围ScopeofResponsibility服务项目ServiceItems电话号码TelephoneNumber最新的游客资料LatestGuests’Information游客所有问题都需要转接到相关部门吗？Doallquestionsofguestsneedtobetransferredtorelevantdepartments?无人接听，婉转建议Putforwardsuggestionspolitelywhennooneanswers话务服务注意事项MattersNeedingAttention3为游客提供电话接转服务要注意些什么？Whatshouldwepayattentiontowhenprovidingtelephonetransferserviceforguests?口头留言，做好记录Keeparecordoftheguest'soralmessages复述诉求，核对数字Repeattheguest’sdemandstoconfirmthenumbers是8人位吗？Doyouwanttoreserveatablefor8?话务服务注意事项MattersNeedingAttention3话务员遇到无法解答的问题时怎么处理？Whatshouldtheoperatordowhenhemeetsanunanswerablequestion?谢谢！我知道了这件事我来处理Thanks!Isee!I'lltakecareofit您好!约翰先生我需要帮助……Hi,Mr.John.Ineedyourhelp.……话务服务注意事项MattersNeedingAttention31保持耐心BePatient2弄清问题FigureouttheProblem3以礼相待BePolite若对方讲话不清，怎么办？Whatshouldyoudoifyourguestcan'tspeakclearly?话务服务注意事项MattersNeedingAttention3如果上司打来电话，要怎么说？Whatwouldyousaywhenyoursuperiorcalls?早上好，约翰先生GoodMorningMr.John早上好！GoodMorning话务服务注意事项MattersNeedingAttention31确认客人是否满意Confirmwhethertheguestissatisfiedornot如何结束通话？Howdoyouendupthecall?2致谢Thanktheguest3请客人先挂断电话Guestshangupfirst话务服务注意事项MattersNeedingAttention3Smile.保持微笑Sitorstandupstraight.坐或站都要保持身体挺直Usealowvoicepitch.用低沉的声调说话Matchyourspeakingratetothecallers.与顾客保持相同的通话频率Avoidextremesinvolume.避免大声说话Avoidexpressionssuchas“uh-huh”Or“yeah”.避免使用诸如“嗯哼”或“是的”之类的表达方式丽星邮轮电话总机服务要求RequirementsfortelephoneswitchboardattendantofStarCruises遵守行业规范ObeyIndustryNorms法律、法规和政策Laws,RegulationsandPolicies纪律、规章制度Discipline,RulesandRegulations相关协议和规则RelevantAgreementsandRules讲文明礼貌BePolitePOLITE尽责守信ConscientiousandTrustworthy诚恳待人

TreatPeopleSincerely严守机密MaintainConfidentialityofalls01EstablishtheConceptofConfidentiality树立保密观念02StrengthenConfidentialityAwareness加强保密意识03StrictlyObeyConfidentialityRegulations严格遵守保密规定本讲小结Summary话务员的基本素质BasicQualitiesofOperators话务员的岗位