1、1TELEPHONE ETIQUETTE电 话 礼 仪23Why Do We Have This Training为什么进行电话礼仪培训 lThe customers first contact with our hotel is often a telephone call.l客人通常是通过打电话与酒店进行最初联系的。lTheir first impressions of the hotel could depend entirely on how you conduct that telephone conversation.l你的电话礼仪完全决定了客人对酒店的第一印象.4TELEPHON
2、E ETIQUETTE OBJECTIVE培培 训训 目目 的的 By the end of the session you will be able to:By the end of the session you will be able to:通过本次培训使你能够：通过本次培训使你能够：1.1.Demonstrate the correct answering phraseology.Demonstrate the correct answering phraseology.使用正确的电话应答语言。使用正确的电话应答语言。2.2.List the key points for using
3、 telephones and why List the key points for using telephones and why they are important.they are important.列举使用电话的要点及其重要性。列举使用电话的要点及其重要性。5 AGENDAAGENDA 课程安排课程安排1.1.Answering Calls Answering Calls 接听电话接听电话2.2.Putting Calls on hold Putting Calls on hold 请致电者等候请致电者等候3.3.Transferring Calls Transferring
4、Calls 转接电话转接电话4.4.Taking A Message Taking A Message 留言留言5.5.Courtesy Phrases Courtesy Phrases 礼貌用语礼貌用语6.6.Telephone Rules Telephone Rules 电话原则电话原则6Answering Calls 接听电话lAll Calls Must Be Answered Within 3 All Calls Must Be Answered Within 3 Rings or Less.Rings or Less.l所有电话必须在所有电话必须在3 3次振玲之内接起。次振玲之内接
5、起。7 For Operators 对于总机话务员lAnswering in-coming external calls 接听打进的外线：接听打进的外线：Good Morning/Afternoon/Evening;Loong Palace Hotel&Resort;speaking;How may I help you?早上早上/下午下午/晚上好晚上好;北京龙城丽宫国际酒店北京龙城丽宫国际酒店;我是我是;需要帮忙吗需要帮忙吗?lAnswering in-coming internal calls 接听打进的内线：接听打进的内线：Good Morning/Afternoon/Evening;O
6、perator;speaking;How may I help you?早上早上/下午下午/晚上好晚上好;总机总机;我是我是;需要帮忙吗需要帮忙吗?8lPut caller on hold Put caller on hold 让来电者等候：让来电者等候：Hold on,please!Hold on,please!请稍候！请稍候！lTo end the conversation To end the conversation 结束通话时：结束通话时：Thank you for calling!Thank you for calling!谢谢您的来电！谢谢您的来电！For Operators 对
7、于总机话务员9For Department 对于部门：Calls from within the hotel Calls from within the hotel 内线电话内线电话:l Greeting First Greeting First 先问好先问好l Identify Your Department Identify Your Department 报本部门名称报本部门名称l Give Your Name Give Your Name 报上自己的姓名报上自己的姓名l Ask“How May I Help You?”Ask“How May I Help You?”问问“需要帮忙吗？需
8、要帮忙吗？”10Transferring Calls 转电话转电话lTell the caller that you are transferring the Tell the caller that you are transferring the call call 告诉对方你要转电话告诉对方你要转电话lTell the caller who you are transferring the Tell the caller who you are transferring the call to call to 告诉对方你在把电话转给谁告诉对方你在把电话转给谁lAlways try to
9、handle a service request Always try to handle a service request yourself yourself 尽可能自己处理来电人要求的服务尽可能自己处理来电人要求的服务11Putting Calls On Hold 请对方等候请对方等候lOffer the caller a choice:to hold or leave a Offer the caller a choice:to hold or leave a message message 给对方选择：是等候或是留言给对方选择：是等候或是留言lCheck back every 15
10、secondsCheck back every 15 seconds 每隔每隔1515秒察看秒察看lGive the caller a choice againGive the caller a choice again 再次请对方选择再次请对方选择12Taking A Message 记录留言记录留言13Taking A Message 记录留言lWrite Legibly 字迹清楚字迹清楚lBe complete 内容完整内容完整 -Date and time of call 电话日期电话日期/时间时间 -Name of the caller 对方姓名对方姓名 -Name of the p
11、erson being called 欲找人姓名欲找人姓名 -Callers phone number 对方电话号码对方电话号码 -Brief message 简要信息简要信息 -Your own name or initials 记录者姓名记录者姓名lBe accuraterepeat the message to the caller 准确准确向对方重复留言内容向对方重复留言内容 14Close The Loop 结束lDeliver messages and complete Deliver messages and complete service requestsservice re
12、quests 将信息送达，落实客人要求的服务将信息送达，落实客人要求的服务15Confidentiality/Security 保密/安全lNever give out room numbers of Never give out room numbers of guests to callersguests to callers 决不能将客人的房号告诉对方决不能将客人的房号告诉对方16Suggestive Selling 建设性销售lListen to the needs of the caller 认真听取对方需要认真听取对方需要lOffer services to meet those
13、needs that may not be known by the customer 主动提供服务以满足客人没有意识到的需要主动提供服务以满足客人没有意识到的需要17MAKE TELEPHONE CALLS打电话打电话lBefore you make the phone call,you must prepare,so that you can improve your efficiency.l在你打电话之前准备好，以便增强你的效率 lKnow the goal of your call l知道你打电话的目的 lEstimate how many times you will spend l
14、 估算时间 lHave a lot of message in your hand l掌握一些必要的信息18lWhen you reach the number,please identify your department and yourself.l当你打通后，立即报出你的姓名和你部门的名字“This is xxx from xxx department.”If you dial the wrong number,tell them,and make apology and good bye.Let the caller hang up first.如果你打错了号码，告诉别人你打错了，并说
15、声“道歉”“再见”，让对方先挂电话。“Im sorry,I have the wrong number,Bye-bye.”“Im sorry to have bothered you.Bye-bye.”MAKE TELEPHONE CALLS打电话打电话19lIf the person is not in,you must have a clear,brief message.l如果当事人不在，要准备一个清楚，简短的留如果当事人不在，要准备一个清楚，简短的留言。言。lYou can say 你可以说你可以说:lI am sorry Mr.Li is not here at the moment
16、.May I take a message?l对不起，李先生此刻不在对不起，李先生此刻不在.我可以为您留言吗？我可以为您留言吗？MAKE TELEPHONE CALLS打电话打电话20Telephone Rules 电话原则lP=Pleasant Voice 愉悦嗓音愉悦嗓音lO=Offering Help 提供帮助提供帮助lL=Listen 聆听聆听lI=Interest by Name 尽量使用姓名尽量使用姓名lT=Take Notes 做记录做记录lE=Efficient 高效高效21Courtesy Phrases 礼貌用语lMay I take a message?我可以为您留言吗？
17、我可以为您留言吗？lI am sorry the line is busy.对不起，此刻正占线。对不起，此刻正占线。lThank you for calling.谢谢您的电话谢谢您的电话.22Courtesy Phrases 礼貌用语lThank you for your reservation.谢谢您的预定谢谢您的预定.lThank you for the information.谢谢您的信息谢谢您的信息.lPlease call again.请再打电话过来请再打电话过来.23Courtesy Phrases 礼貌用语lSorry to keep you waiting!l对不起，让您久等了
18、！对不起，让您久等了！lHold on,please.l请稍等请稍等.lI will transfer your call now.l我现在就为您转接我现在就为您转接.lI am sorry Mr.Li is not here at the moment.l对不起，李先生此刻不在对不起，李先生此刻不在.24Never Vs.Always永远不要永远不要Vs.Vs.总是总是NEVER永远不要lNever allow the phone to ring more than 3 times 永远不要允许电话铃声响三遍以上lNever allow the two conversations at th
19、e same time.永远不要同时进行两种对话（接电话时与别人谈话）lNever eat or drink and answer the phone.永远不要接电话时吃东西或喝饮料lNever drop the telephone receiver.永远不要重放电话lNever leave the receiver uncovered as the caller will hear you speaking.永远不要说与对方无关的话时不捂住话筒25Never Vs.Always永远不要Vs.总是ALWAYS 总是lAlways greet first“Good morning”or“Good
20、 afternoon”and introduce yourself or the department.总是先说问候语“早晨好”或“下午好”并介绍你自己和你所在部门lAlways speak English and speak slowly.总是用英语接电话并讲得慢一些lAlways have a pen near the telephone.总是在电话旁放一支笔lAlways leave a message if its necessary.总是记下客人的留言，如果必要的话lAlways give your full attention to the caller,do not try to
21、 do two tings at once.总是专心地接电话，不要边接电话边做别的事情26TELEPHONE SKILLS CHECK 电电 话话 技技 能能 检检 查查1.When should we answer the telephone?我们应当什么时间应答电话？我们应当什么时间应答电话？2.What is the standard for answering telephones?应答电话的标准是什么？应答电话的标准是什么？3.What are the courteous phrases?电话礼貌用语是什么？电话礼貌用语是什么？4.How do we transfer a call?我们如何转接电话我们如何转接电话 27TELEPHONE SKILLS CHECK 电话技能检查电话技能检查5.How do we take a message?我们如何留言？我们如何留言？6.What does POLITE mean?POLITE是什么意思是什么意思?7.Why are good telephone skills important?为什么好的电话技能很重要为什么好的电话技能很重要28Try a smile on the telephone It works!
