电话礼仪专项培训.pptx

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,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,第五级,*,*,Telephone Skill,TELEPHONE ETIQUETTE,电话礼仪培训,REMEMBER,everyone who answers the telephone is a sales person.,1,电话礼仪专项培训,第1页,Why Do We Have This Training,为何进行电话礼仪培训,The customers first contact with our hotel is often a telephone call.,客人通常是经过打电话与酒店进行最初联络。,Their first impression of the hotel could depend entirely on how you conduct that telephone conversation.,你电话礼仪完全决定了客人对酒店第一印象,.,2,电话礼仪专项培训,第2页,After completing this training,you will be able to:成功完成本课程后你将能够：,树立正确接听电话态度,学会怎样职业化接听电话,各种情况下电话沟通技巧,怎样完整和正确处理电话留言,怎样让客人在线上等候,怎样处理愤恨致电者,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,电话礼仪专项培训,第3页,Answering a telephone,怎样成功接听电话,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语音清楚,Use Good,E,nglish and Grammar语法和发音正确,Answer,S,peedily/Promptly 回答快速,S,mile微笑！（客人能够听见你是否在微笑）,SUCCESS!,4,电话礼仪专项培训,第4页,快速接听电话.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,不然致电者会被吓一跳,Too soon and the caller will be startled,铃声响过之后.,Ring.Ring.Ring.,5,电话礼仪专项培训,第5页,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.主动语言环境,5.专注聆听客人所讲话,6,电话礼仪专项培训,第6页,早上好,维也纳酒,店/餐饮部,这,是.,我能够帮您做些什么？,使客人接电话时有一个亲切专注服务,感觉最主要是你也会以为很好,.,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,电话礼仪专项培训,第7页,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服务,8,电话礼仪专项培训,第8页,Taking Message,统计电话留言,1.统计全部内容,2.记下电话号码,3.确认企业名称,4.统计打电话原因,5.重复所统计留言全部内容,6.写清电话打来日期和详细时间,7.写上你姓名,8.书写清楚,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,电话礼仪专项培训,第9页,Close The Loop,结束,Deliver messages and complete service requests,将信息送达，落实客人要求服务,10,电话礼仪专项培训,第10页,Place Callers on Hold让客人在线上等候,1.最轻易引发客人投诉情况之一,2.只有需要时才这么做,3.经常问询客人,4.让客人为一个确切回复而等候,5.不要让客人 进退两难,1.One of the biggest causes for complaints,2.Only if necessary,3.Always ask,4.Wait for an answer,5.Dont leave stranded,11,电话礼仪专项培训,第11页,Putting Calls On Hold,请对方等候,Offer the caller a choice:to hold or leave a message,给对方选择：是等候或是留言,Check back frequently,频繁察看,Give the caller a choice again,再次请对方选择,12,电话礼仪专项培训,第12页,Handling Irate Callers处理愤恨电话,不要拖延,仔细倾听客人所讲内容和客人情绪,表现你专注、关心、了解、和同情,问询问题,提供选择,把讨论问题带向主动方向,对打电话人表示感激,DO NOT Get Dragged Into It,Listen Carefully,Show Empathy-understanding/compassion/sympathy,Ask Question,Offer Options,Move Discussion to a Positive Solution,Thank the Person for Calling,13,电话礼仪专项培训,第13页,Efficient Telephone Usage,怎样高效打电话,1.考虑时间,2.搜寻信息并演练,3.确认号码,1.Time Consideration,2.R&R Method,Research Information&Rehearse Presentation Method,3.Right Numbers,打电话之前作好准备,Pre-call Planning,找出所需信息资源,Sources of Information,14,电话礼仪专项培训,第14页,THANK YOU !,15,电话礼仪专项培训,第15页,