文華東方餐飲部操作程序標(biāo)準(zhǔn)中英文(文件)
【正文】 aller To stay alert and attentive Smile 微笑 Identify the department 確定部門 Because he / she is the most important person for you at this moment 因?yàn)樗?她在此時(shí)對(duì)你來說是最重要的人 To demonstrate our willingness and helpful attitude 向客人證明我們自動(dòng)自發(fā)，樂于助人的服務(wù)態(tài)度Transferring Calls轉(zhuǎn)接電話 To whom you are transferring the call 你正將他的電話轉(zhuǎn)給誰 What assistance caller requires, reason for call 來電者尋求什么幫助，來電原因 To make caller understand why you need to transfer the call 讓來電者明白你為什么要將電話轉(zhuǎn)給別人 Explain why you are putting them on hold 解釋你為什么讓他們等待 To provide information 提供信息 Use the caller’s name to personalize the call 稱呼來電者名字使電話更加個(gè)人化 Message for... 留言給… Time and date of call 來電時(shí)間和日期 Name of person taking the message 記錄留言人的姓名 Thank the caller 感謝來電者致電 To demonstrate general courtesy and politeness 示范一般的禮儀禮貌3 / 3。 To reconfirm a positive image of the standard 再次確認(rèn)標(biāo)準(zhǔn)的正像 To ensure message is exact, correct, understandable and readable to receiver 確信信息準(zhǔn)確，使信息接收者易讀易解
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