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1、电话礼仪培训Terrific on the telephone凯宾斯基酒店TERRIFIC ON THE TELEPHONEPacific International hotel 2011Pacific International hotel TELEPHONE STANDARDS 太平洋国际饭店电话服务标准 Telephone should be answered within 3 rings (about 12 seconds)铃响 3 声之内接听 (约10秒) If answered after more than 3 rings an apology should be offered
2、若超过 3 声应致歉 Telephone should be answered with the appropriate greeting, Identify your hotel (outside call) or your department (internal call) and offering assistance “Good morning/afternoon, Operator, Stella speaking. How may I help you?”接听时应先致以问候，说明部门并提供帮助：“早上好，太平洋国际饭店（外线）/总机（内线），是史戴拉，我可以提供什么帮助？” Ca
3、llers name should be used at least once during the conversation在通话中应使用顾客的姓名，至少1次 The details should be repeated back to ensure correct understanding复述细节以确保顾客理解正确 Employees speech should be clear and audible语音应清晰、易辨 Employee should be polite and helpful whilst ascertaining information在顾客探询信息时要礼貌，乐于助人
4、 Before transferring the caller a verbal acknowledgement should be given在转电话前应向来电者口头提示 If the employee puts the caller through to the appropriate department, he/she should come back after no more than 8 rings if no answer电话转出后若无人接听，应在铃响 8声之内接回来 If the caller is placed on hold, the time should not ex
5、ceed 30 seconds顾客在线等侯的时间不得超过30秒 Employee should thank and wish the caller a pleasant day after the conversation在通话结束时应向顾客致谢并顺祝愉快TAKING A MESSAGE 电话留言 If the line is occupied or the person is not at his desk, always offer to take a message. 若电话占线或寻人不在，应主动协助留言。 The information to take: 应采录的信息有：- Who t
6、he call is for and the room number or department (confirm & repeat) 所寻之人的姓名、房间号或部门 (复述并确认)- The exact message (repeat) 准确的留言内容 (复述)- The name of the caller, his/her telephone number (confirm and repeat) 来电者的姓名、电话号码 (复述并确认) 。- The date and time that the message was received 收到留言的日期和时间。 All messages m
7、ust be written and put inside an envelope for the guest所有留言必须写下来，为顾客装在信封中。 All messages and faxes must be delivered to the guest within 15 minutes 所有留言及传真必须在 15 分钟内交给顾客。THE WELCOME APPROACH 表示欢迎的方法W：Welcom 欢迎 Welcome every call as an opportunity, not an interruption.把每次来电看作一次机会，而非打扰。 Welcome the opp
8、ortunity to display your professional skills.欢迎这一展示你的职业技能的机会。 Sound welcoming by using the agreed greeting and a pleasant tone of voice. 以标准的问候和令人愉快的语气让人听起来受欢迎。E：Enthusiasm 热情 Keep a smile in your voice. 在你的声音中带上微笑。 Think positively. 以积极的方式思考。 Use an enthusiastic and positive tone of voice over the
9、telephone. 使用热情和积极的语气。L：Listening 倾听 Take note 记录 Ask questions 提问 Show that you are listening by giving feedback sounds 以适时的回应表示你在倾听 Never interrupt 不要打断 Concentrate 专心C: Courteous 礼貌 Say please and thank you when appropriate 适时说“请”和“谢谢” Use the callers name whenever possible but prefix it with Mr/
10、Mrs/Dr 尽量使用来电者的姓名并冠以先生、女士、博士等称谓 If the callers name is not known then Sir or Madam must always be used 若不知来电者的姓名，一定要用“先生”或“女士”称呼 If the caller says “Thank you”always respond with “You are welcome” 若来电者说“谢谢”，一定要以“不客气”应答 If the caller makes a request such as “Can I leave a message?” always reply with
11、“Certainly, sir/madam” 若来电者提出诸如“我能留个言吗？”之类的请求，一定要以“当然，先生/女士”应答O：Open 豁达 Control your biases or premature judgments about a caller控制你对来电者的偏见或武断 Keep a positive outlook 保持积极的观念 Practice the golden rule: “Treat others as you would like to be treated yourself” 实践黄金法则：“像对待自己一样对待他人” Be tolerant 宽容M： Mecha
12、nics 技巧 Control your rate and pace of speaking 控制你的语速和节奏 Pronounce each word clearly and fully 吐字完整、清晰 Know how to use the hold button and the transferring system 知道如何使用等候键和转接系统 Always follow the agreed telephone standards of the hotel 始终遵守饭店的电话标准E：Extraordinary 非凡 Always try to exceed the expectati
13、ons 要尽力超越期望 Try to treat everyone as if they were a VIP 试着把每位顾客都当作贵宾对待 Know your product knowledge thoroughly without having to delay the caller to check 精通产品知识，不必因查问而耽搁The Angry, Rude or Upset Guest 气愤、粗暴、心烦的顾客 Always remain calm and polite 随时保持冷静和礼貌 Listen patiently 耐心地倾听 Acknowledge the guests co
14、ncern 对顾客的忧虑表示理解 Preserve to calm the guest down. 安抚顾客以使之平息The Talkative Caller 善言的来电者 Remain polite but avoid using too many open questions. 保持礼貌但避免使用过多开放式提问。 Try to be a problem solving partner with your guest. 试着作顾客解决问题的伙伴。 Separate personal and professional attitudes. 把个人和职业态度分开。 Try to politely
15、 re-direct his call to the relevant dept. 试着礼貌地把来电转往相关部门。 Keep your answers short but pleasant, keep smiling. 回答要简短而令人愉快，保持微笑。The Hard to Understand Caller 难于理解的来电者 Address the difficulty immediately and clearly. 立即清楚地表明困难。 Politely ask the guest to repeat his request either slower or louder depending on the difficulty. 根据困难的不同礼貌地请顾客重复他的要求，或请其放慢语速或提高音量。 Use the Phonetic alphabet. 使用拼音字母表。