總機(jī)服務(wù)的基本要求天津海運(yùn)職業(yè)張琪課件

總機(jī)服務(wù)的基本要求BasicRequirementsForTelephoneSwitchboardService天津海運(yùn)職業(yè)學(xué)院張琪TianjinMaritimeCollegeZhangQi幕后服務(wù)大使CrewMembersBehindtheScene1熱情的態(tài)度EnthusiasticAttitude2禮貌的語言PoliteLanguage3甜美的嗓音SweetVoice4嫻熟的技能Skillful

目錄ContentBasicQualitiesofOperatorsJobRequirementsofOperators0102話務(wù)員的基本素質(zhì)話務(wù)員的崗位要求MattersNeedingAttention03話務(wù)服務(wù)的注意事項(xiàng)話務(wù)員的職業(yè)素養(yǎng)ProfessionalQualitiesofOperators1.11熱情的態(tài)度EnthusiasticAttitude2禮貌的語言PoliteLanguage3甜美的嗓音SweetVoice4嫻熟的技能Skillful話務(wù)員的語言素養(yǎng)LanguageRequirementsofOperators口齒清楚，語速適中，音質(zhì)甜美SpeakClearlyandDistinctlyataModerateSpeedwithaSweetTone有較強(qiáng)的溝通能力和表達(dá)能力GoodCommunicationandExpressionSkills有較強(qiáng)的外語聽說能力GoodForeignLanguageListeningandSpeakingSkills1.2話務(wù)員的能力素養(yǎng)AbilityRequirementsofOperators1.31掌握豐富的知識和信息MasterRichKnowledgeandInformation2熟悉電話業(yè)務(wù)FamiliarwithSwitchboardServices3熟悉電腦操作及打字ProficiencyinComputerOperationandTyping話務(wù)員的崗位要求JobRequirementsofOperators2話務(wù)員必須在幾聲鈴響內(nèi)接起電話？Howmanyringsdoestheoperatorhavetoanswerthephonewithin?響鈴3聲內(nèi)應(yīng)答電話Answerphonecallswithin3rings話務(wù)員的崗位要求JobRequirementsofOperators2話務(wù)員應(yīng)具備怎樣的服務(wù)態(tài)度？Whatserviceattitudeshouldanoperatorhold?禮貌、友善、愉快Telephonesshouldbeansweredinapolite，friendlyandpleasantmanner話務(wù)員的崗位要求JobRequirementsofOperators2話務(wù)員應(yīng)露出怎樣的面部表情？Whatfacialexpressionsshouldanoperatorpresent?微笑！微笑！微笑！Smilebeforeyouspeaksothatyouwillhaveasmilingvoice話務(wù)員的崗位要求JobRequirementsofOperators2話務(wù)員應(yīng)展現(xiàn)怎樣的語音語調(diào)？Whattoneshouldanoperatorspeakwith?清晰、自然、音調(diào)適中、語速正常Speakclearlyanddistinctlyatamoderatespeedandtone話務(wù)員的崗位要求JobRequirementsofOperators2話務(wù)員可以用“喂”“找誰”等短語應(yīng)答嗎？Cantheoperatoranswerwithphrasessuchas"hello"and"whoareyoulookingfor"應(yīng)答電話的標(biāo)準(zhǔn)服務(wù)用語TelephonePhraseology話務(wù)員的崗位要求JobRequirementsofOperators2結(jié)束通話時(shí)，應(yīng)該誰先掛斷電話？Whoshouldhangupfirstwhenendingacall?等游客先掛斷電話Youmustlettheguesthangupfirst話務(wù)服務(wù)注意事項(xiàng)MattersNeedingAttention3Goodmorning/afternoon/evening!HappySpringFestival.MerryChristmas.……您好！01Operator/GuestServiceCenter這里是賓客服務(wù)中心02ThisisLilyspeaking我是莉莉03Whatshouldtheoperatorsayinthefirstfoursentences?開頭四句話，說什么？HowmayIhelpyou?請問有什么可以幫您？04話務(wù)服務(wù)注意事項(xiàng)MattersNeedingAttention3開頭四句話，怎么說？Whatshouldtheoperatorsayinthefirstfoursentences?盡量簡短KeepItShort準(zhǔn)確表達(dá)ExpressAccurately話務(wù)服務(wù)注意事項(xiàng)MattersNeedingAttention3組織機(jī)構(gòu)InstitutionalFramework職責(zé)范圍ScopeofResponsibility服務(wù)項(xiàng)目ServiceItems電話號碼TelephoneNumber最新的游客資料LatestGuests’Information游客所有問題都需要轉(zhuǎn)接到相關(guān)部門嗎？Doallquestionsofguestsneedtobetransferredtorelevantdepartments?無人接聽，婉轉(zhuǎn)建議Putforwardsuggestionspolitelywhennooneanswers話務(wù)服務(wù)注意事項(xiàng)MattersNeedingAttention3為游客提供電話接轉(zhuǎn)服務(wù)要注意些什么？Whatshouldwepayattentiontowhenprovidingtelephonetransferserviceforguests?口頭留言，做好記錄Keeparecordoftheguest'soralmessages復(fù)述訴求，核對數(shù)字Repeattheguest’sdemandstoconfirmthenumbers是8人位嗎？Doyouwanttoreserveatablefor8?話務(wù)服務(wù)注意事項(xiàng)MattersNeedingAttention3話務(wù)員遇到無法解答的問題時(shí)怎么處理？Whatshouldtheoperatordowhenhemeetsanunanswerablequestion?謝謝！我知道了這件事我來處理Thanks!Isee!I'lltakecareofit您好!約翰先生我需要幫助……Hi,Mr.John.Ineedyourhelp.……話務(wù)服務(wù)注意事項(xiàng)MattersNeedingAttention31保持耐心BePatient2弄清問題FigureouttheProblem3以禮相待BePolite若對方講話不清，怎么辦？Whatshouldyoudoifyourguestcan'tspeakclearly?話務(wù)服務(wù)注意事項(xiàng)MattersNeedingAttention3如果上司打來電話，要怎么說？Whatwouldyousaywhenyoursuperiorcalls?早上好，約翰先生GoodMorningMr.John早上好！GoodMorning話務(wù)服務(wù)注意事項(xiàng)MattersNeedingAttention31確認(rèn)客人是否滿意Confirmwhethertheguestissatisfiedornot如何結(jié)束通話？Howdoyouendupthecall?2致謝Thanktheguest3請客人先掛斷電話Guestshangupfirst話務(wù)服務(wù)注意事項(xiàng)MattersNeedingAttention3Smile.保持微笑Sitorstandupstraight.坐或站都要保持身體挺直Usealowvoicepitch.用低沉的聲調(diào)說話Matchyourspeakingratetothecallers.與顧客保持相同的通話頻率Avoidextremesinvolume.避免大聲說話Avoidexpressionssuchas“uh-huh”O(jiān)r“yeah”.避免使用諸如“嗯哼”或“是的”之類的表達(dá)方式麗星郵輪電話總機(jī)服務(wù)要求RequirementsfortelephoneswitchboardattendantofStarCruises遵守行業(yè)規(guī)范ObeyIndustryNorms法律、法規(guī)和政策Laws,RegulationsandPolicies紀(jì)律、規(guī)章制度Discipline,RulesandRegulations相關(guān)協(xié)議和規(guī)則RelevantAgreementsandRules講文明禮貌BePolitePOLITE盡責(zé)守信ConscientiousandTrustworthy誠懇待人

TreatPeopleSincerely嚴(yán)守機(jī)密MaintainConfidentialityofalls01EstablishtheConceptofConfidentiality樹立保密觀念02StrengthenConfidentialityAwareness加強(qiáng)保密意識03StrictlyObeyConfidentialityRegulations嚴(yán)格遵守保密規(guī)定本講小結(jié)Summary話務(wù)員的基本素質(zhì)BasicQualitiesofOperators話務(wù)員的崗位