酒店電話(huà)接聽(tīng)標(biāo)準(zhǔn)

1、整理課件 電話(huà)接聽(tīng)標(biāo)準(zhǔn)電話(huà)接聽(tīng)標(biāo)準(zhǔn)Telephone Courtesy整理課件 電話(huà)禮儀電話(huà)禮儀 Telephone Courtesy What should we do when the phone is ringing?整理課件目標(biāo)目標(biāo)Objective當(dāng)結(jié)束本次培訓(xùn)時(shí)：您能列舉關(guān)于當(dāng)結(jié)束本次培訓(xùn)時(shí)：您能列舉關(guān)于“電話(huà)禮儀電話(huà)禮儀”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.示范如何用正確的程序接聽(tīng)電話(huà)示范如何用

2、正確的程序接聽(tīng)電話(huà) Demonstrate how to answer the phone using the correct procedure整理課件目標(biāo)目標(biāo)Objective良好的第一映像利于我們與客人建立良好的長(zhǎng)久關(guān)系。員工應(yīng)良好的第一映像利于我們與客人建立良好的長(zhǎng)久關(guān)系。員工應(yīng)使用飽含微笑的聲音；所有來(lái)電，我們都應(yīng)禮貌、小心、關(guān)愛(ài)使用飽含微笑的聲音；所有來(lái)電，我們都應(yīng)禮貌、小心、關(guān)愛(ài)地處理，并及時(shí)跟進(jìn)。地處理，并及時(shí)跟進(jìn)。 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. 電話(huà)禮儀是每一人員工在為客服務(wù)中都應(yīng)遵循的基本原則。電話(huà)禮儀是每一人員工在為客服務(wù)中都應(yīng)遵循的基本原則。 Telephone courtesy or manner is an essential part of every employees interaction with gues

4、ts.整理課件部門(mén)標(biāo)準(zhǔn)部門(mén)標(biāo)準(zhǔn)Department & division標(biāo)準(zhǔn)標(biāo)準(zhǔn)接聽(tīng)自己的分機(jī)接聽(tīng)自己的分機(jī)接聽(tīng)其它分機(jī)接聽(tīng)其它分機(jī)讓來(lái)電者讓來(lái)電者等候等候答復(fù)正在等候的來(lái)電者答復(fù)正在等候的來(lái)電者答復(fù)正在等候的來(lái)電者，并提答復(fù)正在等候的來(lái)電者，并提供幫助。供幫助。轉(zhuǎn)接電話(huà)轉(zhuǎn)接電話(huà)電話(huà)過(guò)濾電話(huà)過(guò)濾 結(jié)束通話(huà)結(jié)束通話(huà) StandardsAnswering you lineAssisting your workmate to answer the linePlacing an incoming call on “HOLD”Returning to the waiting call by the pe

5、rson who originally answered the callReturning to the waiting call by the individual asked for by the callerTransferring a callScreening of calls Ending a conversation整理課件標(biāo)準(zhǔn)標(biāo)準(zhǔn)Standards所有電話(huà)使用清晰而禮貌的聲音在振鈴所有電話(huà)使用清晰而禮貌的聲音在振鈴3 3聲內(nèi)接聽(tīng)。聲內(nèi)接聽(tīng)。 All calls must be answered within 3 rings, in a clear and courteous

6、voice. 如果你正與他人交談，請(qǐng)向面談?wù)咧虑福和Ｕ勗?huà)接聽(tīng)來(lái)電。如果你正與他人交談，請(qǐng)向面談?wù)咧虑?，并暫停談?huà)接聽(tīng)來(lái)電。 If your telephone rings and you are with someone, excuse yourself and attend to the call.請(qǐng)?jiān)陔娫?huà)交談中至少兩次稱(chēng)呼來(lái)電者的姓名請(qǐng)?jiān)陔娫?huà)交談中至少兩次稱(chēng)呼來(lái)電者的姓名。When conversing with a guest his / her name should be used twice as a minimum.整理課件煙臺(tái)萬(wàn)達(dá)文華酒店電話(huà)接聽(tīng)標(biāo)準(zhǔn)煙臺(tái)萬(wàn)達(dá)文華酒店電話(huà)接聽(tīng)

7、標(biāo)準(zhǔn)Wanda Vista Yantai Telephone Answering Standard 內(nèi)線(xiàn)內(nèi)線(xiàn)Internal 外線(xiàn)外線(xiàn)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，這里是客房部，我是女士，這里是客房部，我是XXXXXX，有什么可以，有什么可以幫您？幫您？ 例如：例如：e.g. Good morning/Afternoon/ Evening , thank you f

8、or calling Wanda Vista Yantai, XXXX Speaking, how may I assist you? 您好，歡迎致電煙臺(tái)萬(wàn)達(dá)文華酒店，我是您好，歡迎致電煙臺(tái)萬(wàn)達(dá)文華酒店，我是XXXXXXXX，請(qǐng)問(wèn)有什，請(qǐng)問(wèn)有什么可以幫您？么可以幫您？整理課件接聽(tīng)其它的分機(jī)接聽(tīng)其它的分機(jī)Answering someone elses line所在的部門(mén)或辦公室所在的部門(mén)或辦公室 Identify the office or department 告知來(lái)電者你的姓名告知來(lái)電者你的姓名 Give your name 提供幫助或?yàn)閬?lái)電者留言提供幫助或?yàn)閬?lái)電者留言 Offer assi

9、stance or take a message 整理課件請(qǐng)來(lái)電者請(qǐng)來(lái)電者“等候等候”P(pán)lacing a incoming call on “HOLD” 建議您使用“稍等”，而不是“別掛電話(huà)別掛電話(huà)” We recommend you to use the word WAIT; do not say HOLD. 獲取來(lái)電者的同意，請(qǐng)其稍等：黃先生，請(qǐng)稍等黃先生，請(qǐng)稍等謝謝。謝謝。 Ask permission and acknowledge the guests response: Would you please wait, Mr. Huang Thank you. 整理課件答復(fù)等候的來(lái)電者

10、，并提供幫助答復(fù)等候的來(lái)電者，并提供幫助Returning to the waiting call by the person who originally answered the call如果知道客人的姓名，請(qǐng)?jiān)趯?duì)話(huà)中稱(chēng)呼客人。如果知道客人的姓名，請(qǐng)?jiān)趯?duì)話(huà)中稱(chēng)呼客人。 If guests name is known, use it during the conversation. 感謝來(lái)電者的耐心等待感謝來(lái)電者的耐心等待 Always thank the caller for waiting. 提供幫助或?yàn)閬?lái)電者留言提供幫助或?yàn)閬?lái)電者留言 Offer assistance to take

11、a message: 黃先生，感謝您的耐心等待。黃先生，感謝您的耐心等待。XXXXXXXX不在辦公室，我可以幫您留言嗎？或者不在辦公室，我可以幫您留言嗎？或者 Mr. Huang, thank you for waiting. Ms. Su is not in her office, may I take a message for her? OR黃先生，感謝您的耐心等待。黃先生，感謝您的耐心等待。XXXXXXXX正在接聽(tīng)電話(huà)，您是稍等片刻還是留言給她？正在接聽(tīng)電話(huà)，您是稍等片刻還是留言給她？ Mr. Huang, thank you for waiting. Ms XXX is engage

12、d in another call. Would you like to wait or may I take a message for her? 整理課件答復(fù)來(lái)電等候者答復(fù)來(lái)電等候者Returning to the waiting call by the individual asked for by the caller感謝來(lái)電者 Always thank the caller 告知來(lái)電者你的姓名 Give your name 提供幫助：感謝您的來(lái)電。我是蘇珊，有什么可以幫您的？ Offer assistance: Thank you for waiting, this is Susan

13、, may I assistant you? 整理課件留留 言言L(fǎng)eave Message 內(nèi)容完整內(nèi)容完整 Write down the message 確定內(nèi)容確定內(nèi)容 Repeat the message to confirm 轉(zhuǎn)交留言轉(zhuǎn)交留言 Deliver the message整理課件轉(zhuǎn)接電話(huà)轉(zhuǎn)接電話(huà)Transferring a call告知來(lái)電者，你將轉(zhuǎn)接他（她）的電話(huà)。告知來(lái)電者，你將轉(zhuǎn)接他（她）的電話(huà)。 Tell the caller you are transferring his / her call. 告知接聽(tīng)方有來(lái)電即將轉(zhuǎn)入。告知接聽(tīng)方有來(lái)電即將轉(zhuǎn)入。 Announc

14、e to receiving party the incoming call 保留通話(huà)，直到雙方電話(huà)被接通。保留通話(huà)，直到雙方電話(huà)被接通。 Stay on the line until the connection has been made:范例：范例：黃先生，請(qǐng)稍等。我為您轉(zhuǎn)接到蘇小姐的分機(jī)。黃先生，請(qǐng)稍等。我為您轉(zhuǎn)接到蘇小姐的分機(jī)。蘇小姐，黃先生希望與您通話(huà)。蘇小姐，黃先生希望與您通話(huà)。黃先生，蘇小姐的電話(huà)已經(jīng)接通。黃先生，蘇小姐的電話(huà)已經(jīng)接通。Example:Mr. Huang, I am transferring your call to Ms. Su, one moment ple

15、ase. 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.整理課件轉(zhuǎn)接電話(huà)轉(zhuǎn)接電話(huà)Transferring a call如果來(lái)電者擁有不愉快的消費(fèi)經(jīng)歷，他們一定不愿數(shù)次向如果來(lái)電者擁有不愉快的消費(fèi)經(jīng)歷，他們一定不愿數(shù)次向不同人重復(fù)他的經(jīng)歷。不同人重復(fù)他的經(jīng)歷。 因此，請(qǐng)謹(jǐn)慎處理這些來(lái)電。因此，請(qǐng)謹(jǐn)慎處理這些來(lái)電。 If the caller has had an unpleasant experience they d

16、o 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. 整理課件電話(huà)過(guò)濾電話(huà)過(guò)濾Screening of calls 除特別原因（例如：總經(jīng)理辦公室），一般來(lái)電除特別原因（例如：總經(jīng)理辦公室），一般來(lái)電不予過(guò)濾不予過(guò)濾。 With very few exceptions i.e. the General Managers office cal

17、ls might not be screened. “盤(pán)問(wèn)盤(pán)問(wèn)”來(lái)電者是不專(zhuān)業(yè)、粗魯?shù)男袨?，可能使我們丟失生意。來(lái)電者是不專(zhuān)業(yè)、粗魯?shù)男袨?，可能使我們丟失生意。 Interrogating a caller is unprofessional, discourteous and could result in the loss of business. 如果必須過(guò)濾來(lái)電者，請(qǐng)說(shuō)：方便知道如何稱(chēng)呼您？如果必須過(guò)濾來(lái)電者，請(qǐng)說(shuō)：方便知道如何稱(chēng)呼您？謝謝，黃謝謝，黃先生，我立即為您轉(zhuǎn)接。先生，我立即為您轉(zhuǎn)接。 Should the situation require the call to be s

18、creened: May I announce who is calling? Thank you, Mr. Huang, please wait, I will connect you now. 整理課件結(jié)束通話(huà)結(jié)束通話(huà)Ending a conversation 感謝來(lái)電者感謝來(lái)電者 Always thank the caller 盡可能稱(chēng)呼來(lái)電者盡可能稱(chēng)呼來(lái)電者 Use the callers name whenever possible 使用使用“謝謝謝謝”來(lái)結(jié)束通話(huà)來(lái)結(jié)束通話(huà) “感謝來(lái)電。感謝來(lái)電。” End every conversation with a Thank you. -

19、 “Thank you for calling” 整理課件總總 是是Always 總是在電話(huà)旁放一支筆總是在電話(huà)旁放一支筆Always have a pen near the telephone.總是記下客人的留言總是記下客人的留言Always leave a message if its necessary. 總是在十分鐘內(nèi)給予客人答復(fù)總是在十分鐘內(nèi)給予客人答復(fù) Always give guests a response in 10 minutes . 總是專(zhuān)心地接電話(huà)，不要邊接電話(huà)邊做別的事情總是專(zhuān)心地接電話(huà)，不要邊接電話(huà)邊做別的事情 Always give your full attention to the caller, do not try to do two things at once總是等客人掛完電話(huà)才掛（掛電話(huà)時(shí)先按掛斷鍵，然后再放電話(huà)）總是等客人掛完電話(huà)才掛（掛電話(huà)時(shí)先按掛斷鍵，然后再放電話(huà)） Always hang up after guest 整理課件永遠(yuǎn)不要永遠(yuǎn)不要Never 永遠(yuǎn)不要允許電話(huà)鈴聲響三遍以上永遠(yuǎn)不要允許電話(huà)鈴聲響三遍以上 Never allow the phone to ring more than 3 times