酒店業(yè)電話禮儀培訓(xùn)ppt-文庫(kù)吧
2025-12-08 13:23 本頁(yè)面
【正文】 讓來(lái)電者等候： Hold on, please! 請(qǐng)稍候！ ? To end the conversation 結(jié)束通話時(shí)： Thank you for calling! 謝謝您的來(lái)電！ For Operators 對(duì)于總機(jī)話務(wù)員 9 For Department 對(duì)于部門(mén)： Calls from within the hotel 內(nèi)線電話 : ? Greeting First 先問(wèn)好 ? Identify Your Department 報(bào)本部門(mén)名稱 ? Give Your Name 報(bào)上自己的姓名 ? Ask “How May I Help You?” 問(wèn) “ 需要幫忙嗎？ ” 10 Transferring Calls 轉(zhuǎn)電話 ? Tell the caller that you are transferring the call 告訴對(duì)方你要轉(zhuǎn)電話 ? Tell the caller who you are transferring the call to 告訴對(duì)方你在把電話轉(zhuǎn)給誰(shuí) ? Always try to handle a service request yourself 盡可能自己處理來(lái)電人要求的服務(wù) 11 Putting Calls On Hold 請(qǐng)對(duì)方等候 ? Offer the caller a choice: to hold or leave a message 給對(duì)方選擇：是等候或是留言 ? Check back every 15 seconds 每隔 15秒察看 ? Give the caller a choice again 再次請(qǐng)對(duì)方選擇 12 Taking A Message 記錄留言 13 Taking A Message 記錄留言 ? Write Legibly 字跡清楚 ? Be plete 內(nèi)容完整 Date and time of call 電話日期 /時(shí)間 Name of the caller 對(duì)方姓名 Name of the person being called 欲找人姓名 Caller’s phone number 對(duì)方電話號(hào)碼 Brief message 簡(jiǎn)要信息 Your own name or initials 記錄者姓名 ? Be accurate— r
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