电话礼仪专项培训

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,第五级,*,*,Telephone Skill,TELEPHONE ETIQUETTE,电话礼仪培训,REMEMBER,everyone who answers the telephone is a sales person.,1,Why Do We Have This Training,为什么进行电话礼仪培训,The customers first contact with our hotel is often a telephone call.,客人通常是通过打电话与酒店进行最初联系的Their first impression of the hotel could depend entirely on how you conduct that telephone conversation.,你的电话礼仪完全决定了客人对酒店的第一印象,.,2,After completing this training,you will be able to:成功的完成本课程后你将能够：,树立正确的接听电话的态度,学会如何职业化的接听电话,各种情况下的电话沟通技巧,如何完整和正确的处理电话留言,如何让客人在线上等候,如何处理愤怒的致电者,Build up correct telephone attitude,Use the business telephone more efficiently,Answer the business telephone properly,Take complete and accurate message,Place callers on hold,Handle irate caller,Know importance of telephone skills,3,Answering a telephone,如何成功的接听电话,S,it up Straight 身体坐直,U,se Proper Volume声音适中,Be,C,ourteous and Professional礼貌和职业化,Speak,C,learly语音清晰,Use Good,E,nglish and Grammar语法和发音正确,Answer,S,peedily/Promptly 回答迅速,S,mile微笑！（客人可以听见你是否在微笑）,SUCCESS!,4,迅速接听电话.在2或3声铃响之间.不要让客人等候时间太长,Answer promptly.By the SECOND or THIRD ring.,也不要太快接听,否则致电者会被吓一跳,Too soon and the caller will be startled,铃声响过之后.,Ring.Ring.Ring.,5,Communication Model,交流模式,It takes two to communication,Two-way communication model,3.Proper manner,Build a positive climate,Give 100%of your concentration to what the caller is saying,1.双方交流，,2.双向式交流,3.注意言语礼貌,4.积极的语言环境,5.专注的聆听客人所讲的话,6,早上好,维也纳酒,店/餐饮部,这,是.,我可以帮您做些什么？,使客人接电话时有一种亲切专注服务的,感觉最重要的是你也会觉得很好,.,Make the caller feel a sense of personalised,servicewith an anticipation of good service.,Most importantly,you too will feel good.,Good Morning,vienna hotel/F&B Department.,This Is,May I help you?,7,Transferring Calls 转电话,Tell the caller that you are transferring the call,告诉对方你要转电话,Tell the caller who you are transferring the call to,告诉对方你在把电话转给谁,Always try to handle a service request yourself,尽可能自己处理来电人要求的服务,8,Taking Message,记录电话留言,1.记录所有的内容,2.记下电话号码,3.确认公司名称,4.记录打电话的原因,5.重复所记录的留言的所有内容,6.写清电话打来的日期和具体时间,7.写上你的姓名,8.书写清晰,Record First AND last,List Telephone Number(including area code,Identify Callers Company,Record the Nature of the Call,Read the Message Back,List Date and Time of Call,Sign Your Name or Initials,Write Clearly,9,Close The Loop,结束,Deliver messages and complete service requests,将信息送达，落实客人要求的服务,10,Place Callers onHold让客,人,人在线上,等,等候,1.最,容,容易引起,客,客人投诉,的,的情况之,一,一,2.只,有,有需要时,才,才这样做,3.经,常,常询问客,人,人,4.让,客,客人为一,个,个确切的,答,答复而等,候,候,5.不,要,要让客人,进,进退两,难,难,1.One of the biggest causesforcomplaints,2.Onlyifnecessary,3.Always ask,4.Waitforananswer,5.Dont leavestranded,11,PuttingCalls OnHold,请对方等,候,候,Offer the callera choice:to hold or leavea message,给对方选,择,择：是等,候,候或是留,言,言,Check back frequently,频繁察看,Givethecallera choiceagain,再次请对,方,方选择,12,HandlingIrateCallers,处,处理愤怒,的,的电话,不要拖延,仔细倾听,客,客人所讲,的,的内容和,客,客人的情,绪,绪,表现你的,专,专注、关,心,心、理解,、,、和同情,询问问题,提供选择,把讨论的,问,问题带向,积,积极的方,向,向,对打电话,的,的人表示,感,感谢,DO NOT Get Dragged IntoIt,Listen Carefully,ShowEmpathy-understanding/compassion/sympathy,AskQuestion,Offer Options,MoveDiscussionto aPositive Solution,Thank the PersonforCalling,13,Efficient TelephoneUsage,如何高效,的,的打电话,1.考,虑,虑时间,2.搜,寻,寻信息并,演,演练,3.确,认,认号码,1.Time Consideration,2.R&R Method,ResearchInformation&RehearsePresentationMethod,3.RightNumbers,打电话之,前,前作好准,备,备,Pre-callPlanning,找出所需,信,信息资源,Sourcesof Information,14,THANK YOU!,15,9,、静夜,四,四无邻,，,，荒居,旧,旧业贫,。

12月-2212月-22,Sunday,December 25,2022,10,、雨中,黄,黄叶树,，,，灯下,白,白头人,14:51:2814:51:2814:51,12/25/2022 2:51:28PM,11,、以我独,沈,沈久，愧,君,君相见频,12月-2214:51:2814:51,Dec-2225-Dec-22,12,、故人江,海,海别，几,度,度隔山川,14:51:2814:51:2814:51,Sunday,December25,2022,13,、乍见翻,疑,疑梦，相,悲,悲各问年,12月-2212月-2214:51:2814:51:28,December25,2022,14,、他乡,生,生白发,，,，旧国,见,见青山,25,十,十二月20222:51:28 下,午,午14:51:2812月-22,15,、比不,了,了得就,不,不比，,得,得不到,的,的就不,要,要十二月222:51 下,午,午12月-2214:51,December25,2022,16,、行动,出,出成果,，,，工作,出,出财富,2022/12/25 14:51:2814:51:28,25December2022,17,、做前,，,，能够,环,环视四,周,周；做,时,时，你,只,只能或,者,者最好,沿,沿着以,脚,脚为起,点,点的射,线,线向前,。

2:51:28 下,午,午2:51 下,午,午14:51:2812月-22,9,、没有失败,，,，只有暂时,停,停止成功！,12月-2212月-22,Sunday,December 25,2022,10,、很多事情,努,努力了未必,有,有结果，但,是,是不努力却,什,什么改变也,没,没有14:51:2814:51:2814:51,12/25/20222:51:28 PM,11,、成功就是,日,日复一日那,一,一点点小小,努,努力的积累,12月-2214:51:2814:51,Dec-2225-Dec-22,12,、世,间,间成,事,事，,不,不求,其,其绝,对,对圆,满,满，,留,留一,份,份不,足,足，,可,可得,无,无限,完,完美,14:51:2814:51:2814:51,Sunday,December25,2022,13,、不,知,知香,积,积寺,，,，数,里,里入,云,云峰,12,月,月-2212,月,月-2214:51:2814:51:28,December25,2022,14,、意,志,志坚,强,强的,人,人能,把,把世,界,界放,在,在手,中,中像,泥,泥块,一,一样,任,任意,揉,揉捏,。

25,十,十,二,二月20222:51:28,下,下午14:51:2812,月,月-22,15,、,楚,楚,塞,塞,三,三,湘,湘,接,接,，,，,荆,荆,门,门,九,九,派,派,通,通,十,二,二,月,月222:51,下,下,午,午12,月,月-2214:51,December25,2022,16,、,少,少,年,年,十,十,五,五,二,二,十,十,时,时,，,，,步,步,行,行,夺,夺,得,得,胡,胡,马,马,骑,骑,2022/12/2514:51:2814:51:28,25December2022,17,、空山,新,新雨后,，,，天气,晚,晚来秋,2:51:28 下,午,午2:51 下,午,午14:51:2812月-22,9,、杨柳,散,散和风,，,，青山,澹,澹吾虑,12月-2212月-22,Sunday,December 25,2022,10,、阅读,一,一切好,书,书如同,和,和过去,最,最杰出,的,的人谈,话,。