文華東方餐飲部操作程序標(biāo)準(zhǔn)中英文-文庫(kù)吧在線文庫(kù)
【正文】 phone, we need to listen carefully to understand exactly what the caller is trying to say. 當(dāng)接聽(tīng)電話時(shí)，我們要仔細(xì)聽(tīng)以準(zhǔn)確理解來(lái)電者的意圖 Because you are at this moment representing (Ambassador) the hotel and guest will make a judgment of the hotel through the impression you created during the call 因?yàn)槟阍诖丝叹痛碇?大使)酒店，客人將會(huì) 根據(jù)你在電話中給他們留下的印象來(lái)判斷酒店 Preparation 準(zhǔn)備Have pen, paper and a list of telephone extensions ready 準(zhǔn)備好筆、紙和電話單Do not chew, eat, smoke or drink 不要咀嚼或吃食物，吸煙或喝水Adopt the correct posture : 采用正確姿勢(shì) stand or sit up straight 站或坐直 avoid holding the receiver between your head and shoulder 避免將話筒夾置在頭與肩之間 Imagine that the caller is there 想象來(lái)電這就在那 To let the guest feel your friendly and helpful attitude 讓客人覺(jué)得你的友好和樂(lè)于幫助的態(tài)度 Tell the caller: 告訴來(lái)電者： To provide information 提供信息 To get callers permission to transfer 得到轉(zhuǎn)接電話的允許 Remember to take all of the following details in legible writing and / or block letters: 記得清晰地
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