【正文】 美國戴斯酒店集團 (中國 ) Days Inn China 電話禮儀培訓課程 Telephone Techniques Program 目錄 TELEPHONE TECHNIQUES PROGRAM CONTENTS I 歡迎與介紹 WELCOME AND INTRODUCTION II 識別顧客 IDENTIFYING THE CUSTOMERS III 識別挑戰(zhàn) IDENTIFYING THE CHALLENGES IV 卓越服務的精神 SPIRIT OF SERVICE EXCELLENCE V 態(tài)度 ——基本技能 ATTITUDE — THE ULTIMATE SKILL VI 改進過程 THE IMPROVEMENT PROCESS VII 有效的聆聽 EFFECTIVE LISTENING 2 VIII 傳遞信息 GIVING INFORMATION IX 基本的銷售技能 BASIC SELLING SKILLS X 解答 —語音 SOLUTIONS — THE VOICE XI 解答 —心理 SOLUTIONS —PSYCHOLOGICAL XII 解答 —技巧 SOLUTIONS — TECHNICAL XIII 處理抱怨 HANDLING COMPLAINTS XIV 概要 SUMMARY 目錄 TELEPHONE TECHNIQUES PROGRAM CONTENTS 3 第一印象就是 “ First impressions are lasting impressions ” 永久印象 4 培訓目標 WORKSHOP OBJECTIVES 此項培訓旨在幫助您： This program is designed to build your knowledge on: 了解誰是我們的顧客 An understanding of who our customers are. 這些顧客期望什么 What those customers’ expectation. 使用電話進行卓越服務的指導方針 The guidelines to Service Excellence on the telephone. 5 培訓目標 WORKSHOP OBJECTIVES 溝通技巧（包括基本的銷售技巧） Communication skills (including basic selling skills) 如何通過電話進行有效的顧客溝通 How to conduct effective and efficient customer interactions on the telephone 如何處理棘手的問題 How to deal with difficult situations 關鍵措辭－戴斯酒店方式 Key Phraseology – the Days Inn Way 6 自我介紹 SELF INTRODUCTION 姓名 Name 工作年限 Years with the Company 工作期望 Concerns/Expectations 客戶服務經(jīng)驗 Working experience in Customer Service 7 誰是我們的顧客 WHO IS OUR CUSTOMER 外面的顧客可能包括： EXTERNAL CUSTOMERS might include： 訂房電話 —意味著增加收入的機會 Room Reservation call in…so it is a revenue opportunity 訂餐電話 —預訂前的第一印象 FB Reservation call in …first impressions before booking ? 供應商來電 —為我們提供高質量產(chǎn)品的合作伙 伴 Suppliers…our partners in producing quality products 行政部門來電 —可能是酒店的業(yè)主 …… Administration calls…could be the owners… 8 誰是我們的顧客 WHO IS OUR CUSTOMER 緊急電話 —雙向溝通 —也許是救生的時機 Emergencies – 2 way munication…life saving opportunity 顧客來電 —客人的反饋能夠帶來更多信息 Guest contact calls …existing guest feedback can generate guest feedback. 錯誤來電 —只要處理妥當，即便是誤撥入的 號碼也有可能帶來商機 Wrong numbers …even a wrong number today can be the right one tomorrow if it is nicely handled. 9 誰是我們的顧客 WHO IS OUR CUSTOMER 內(nèi)部顧客 可能包括： INTERNAL CUSTOMERS might include: 住店客人 問訊 with questions Guests 訂餐 FB reservations 誤撥電話 wrong numbers 同事 管理 /信息傳達 /幫助 Colleagues admin/info/help 誤撥電話 wrong numbers 緊急事件 求救電話 calls for help Emergencies 10 面對的挑戰(zhàn) WHAT ARE THE CHANLLENGES 直接挑戰(zhàn)： DIRECT CHALLENGES： 缺乏相關的能力 /知識（培訓） Lack of ability/knowledge (training) 難對付的來電者 Difficult caller 工作壓力 Work/call pressure 缺乏信心 Lack of confidence 缺乏激勵 Lack of motivation 對優(yōu)先權的誤解 Misunderstanding of priorities 環(huán)境 environment 11 面對的挑戰(zhàn) WHAT ARE THE CHANLLENGES 間接挑戰(zhàn)： INDIRECT CHALLLEGES： 厭倦 BOREDOM 無趣 DISINTEREST 缺乏面對面的接觸 LACK OF VISUAL CONTACT 12 我們的表現(xiàn)如何呢？ HOW GOOD ARE WE 失誤可能有： MISTAKES might include: 應答遲緩 answering – slow 應答不完善 answering – inplete 應答倉促 answering – too rushed 技術失誤（如，掛斷） technical errors 理解失誤 failure to ensure understanding 打斷來電者 cutting short the caller 接線錯誤 connecting to wrong extension 不禮貌 impoliteness …… 13 為客人留下良好的印象 TO IMPRESS CUSTOMERS 顧客永遠是第一位的 Always place customers first. 關心顧客的需要 Be EMPATHETIC to their needs. 注意細節(jié) Be aware of the little things 謝謝 Thank you 回電話 Returning phone calls 兌現(xiàn)承諾 Following through on promises 說話的時候要微笑 Smile in your voice 提供服務后進行電話跟蹤服務 Follow up with phone calls after providing a service 盡量使顧客滿意 Go out of your way to satisfy a customer. 做些額外的細節(jié)服務 Do the extras little things 質量至上 Bee addicted to quality 14 檢測我們的服務 TESTING OUR SERVICE EXCELLENCE 電話禮儀調查問卷 Questionnaire – Telephone Skills ( true or false).請回答：是， 否。 1 既然對方看不到，那么應答電話時微笑服務也沒必要。 There is no point in smiling when answering the telephone as the person at the other end can’ t see the smile. ○ 是 ○ 否 2 既然對方不知在和誰交談，那么告訴對方我的工作 身份也沒有必要 There is no need to announce my department as the caller should ’ t know who they are calling. ○ 是 ○ 否 3 來電者并不關心他在和誰交談，因此也不必自我介紹 A caller doesn’ t care who they are talking to therefore is no need to introduce yourself ○ 是 ○ 否 15 電話禮儀調查問卷（是非選擇） 4 讓對方在線等待一兩分鐘沒有大礙。 It’ s OK to keep people on hold for a minute or so. ○是 ○ 否 5 可以撥打私人電話 It’ s OK to make and get personal calls. ○ 是 ○ 否 6 當你接到投訴電話，即便這不是你的職責范圍你也應該認真聽取 When you get a plaint call, you should listen patiently even if the call is not for your section/Dept. ○ 是 ○ 否 7 如果對方要找的人