【文章內(nèi)容簡(jiǎn)介】 nd Internal calls first 首先辨別外線電話(huà)和內(nèi)線電話(huà) ? External calls: two short rings 外線電話(huà)：兩聲短鈴音 ? Internal calls: one long ring 內(nèi)線電話(huà)：一聲長(zhǎng)鈴音 o How to put the caller on hold 怎樣使來(lái)電者等待 o How to transfer a call 怎樣轉(zhuǎn)接電話(huà) o How to pick up other?s call by your own phone 怎樣使用自己電話(huà)接聽(tīng)對(duì)方電話(huà) ? Get anized: 有條不紊 o Have a pen and paper handy to take notes or a message 使用手頭的筆和紙記錄和留言 ? Answer the telephone promptly – within three rings 迅速回答電話(huà) – 三聲之內(nèi)接聽(tīng) ? Start each telephone call by polite greeting, saying your department/ pany, your name. 接聽(tīng)電話(huà)，首先要使用禮貌問(wèn)候，報(bào)上你所 在部門(mén) / 公司名稱(chēng)，你的姓名。 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 10 of 54 Standard phrases to use: 標(biāo)準(zhǔn)用語(yǔ) 1. Guest Service Center 客戶(hù)服務(wù)中心 : External Calls 外線電話(huà) : Greeting +Crowne Plaza Shenzhen 您好 , 深圳威尼斯皇冠假日酒店 .: Good morning, Crowne Plaza Shenzhen 您好 , 深圳威尼斯皇冠假日酒店 Internal Calls from Rooms 來(lái)自客房的內(nèi)線電話(huà) : Greeting +Department / Section + Name + How may I help you .: Good morning, Guest Service Center, Lucy speaking, how may I help you? 您好，客戶(hù)服務(wù)中心 Internal Calls from Departments 來(lái)自部門(mén)的內(nèi)線電話(huà) : Greeting + Name + May I help you .: Good morning, Lucy’s speaking, How may I help you? 2. Departments 其它部門(mén) : DID Calls 外線電話(huà) : Greeting +Department / Section + Name + How may I help you? .: Good morning, Human Resources, Vivien speaking. How may I help you? Internal Calls 內(nèi)線電話(huà) : Greeting + Name + How may I help you? .: Good morning, Vivien speaking. How may I help you? Professional Telephone Behavior – Standards to aim for 專(zhuān)業(yè)電話(huà)接聽(tīng)禮儀行為 – 標(biāo)準(zhǔn) During the Call ? Use Guest?s Name at least two times 養(yǎng)成尊稱(chēng)客人姓氏的習(xí)慣 In answering call and in conversations 在接聽(tīng)電話(huà)或與客人對(duì)話(huà)中 : 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 11 of 54 Use the Guest’s nameit makes a BIG difference. 尊稱(chēng)客人姓氏會(huì)帶來(lái)很大的益處 ? Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK” 在聆 聽(tīng)電話(huà)過(guò)程中使用“連續(xù)性的聲音”，如“嗯”、“是的”、“真的” ? Concentrate – don?t be tempted to do two things at once. Give the telephone conversation your undivided attention 集中注意力 – 不要一心二用。 集中精力進(jìn)行接聽(tīng)電話(huà)。 ? Err on the side of being helpful – volunteer help, don?t wait to be asked. 對(duì)方需要被幫助 – 主動(dòng)幫助，不要等待被詢(xún)問(wèn)。 ? Treat every call as your call, and take responsibility for it. 對(duì)待每個(gè)電話(huà)就向?qū)Υ愕碾娫?huà)一樣，并對(duì)每個(gè)電話(huà)負(fù)責(zé)。 ? If an ining call is not convenient, explain why and take the name and number of the caller and offer to phone back. 如果來(lái)電不方便談話(huà)，解釋原因和留下對(duì)方的姓氏和電話(huà)號(hào)碼，并主動(dòng) 致電。 ? If you are answering a call on someone else?s behalf: 如果你正在接聽(tīng)他人的電話(huà)： o Never admit you don?t know where they are 不要說(shuō)出你不知道他們?cè)谀模? o If they are not available promptly, offer to help or take a message 如果他們此時(shí)不在，主動(dòng)提供幫助或留言 o Offer to call back, or suggest a time when the person is likely to be available 主動(dòng)回電，或建議一個(gè)他 /她可能的接聽(tīng)時(shí)間。 Standard phrases to use: 標(biāo)準(zhǔn)用語(yǔ) 1. Transferring Calls 轉(zhuǎn)電話(huà) If caller requests for transfer, say…如果來(lái)電者要求轉(zhuǎn)電話(huà)，說(shuō)： “Certainly, allow me to transfer your call to the ( ).May I place you on hold?” Wait for the caller to say “Yes”. “好的，我將把您的來(lái)電轉(zhuǎn)給 ( )，請(qǐng)稍等片刻好嗎？”待來(lái)電者答應(yīng)之后再轉(zhuǎn)電話(huà) 2. When The extension is engaged 當(dāng)被轉(zhuǎn)接分機(jī)占線時(shí) 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 12 of 54 “Thank you for holding, Mr. Tan is still on the line. Would you like to leave a message or call back later?” “感謝您的等候，譚小姐現(xiàn)在在講電話(huà)。請(qǐng)問(wèn)您需要留言還是稍后再打？” 3. When The Extension Does not be Answered 當(dāng)被轉(zhuǎn)接分機(jī)無(wú)人接聽(tīng)時(shí) “Thank you for holding, I’m afraid Mr. Tan is not available right now. Would you like to leave a message or call back later?” “感謝您的等候，恐怕譚小姐現(xiàn)在暫時(shí)不在。請(qǐng)問(wèn)您是需要留言還是稍后再打 ？” 4. Ending A Call 結(jié)束電話(huà) When you finish a call, say….…當(dāng)要結(jié)束電話(huà)時(shí)，說(shuō)： “Thank you for calling, Have a nice day.” “謝謝來(lái)電，再見(jiàn)“ 5. Crowne Plaza Shenzhen Words To Use 經(jīng)常在電話(huà)中使用以下表達(dá) In your conversations, use words like： “Certainly” “My pleasure” “ Have a nice day” “Thank you for calling” Professional Telephone Behavior – Standards to aim for 專(zhuān)業(yè)電話(huà)接聽(tīng)禮儀行為 – 標(biāo)準(zhǔn) When taking a message, include: 當(dāng)留言時(shí)，留言?xún)?nèi)容包括： ? Customer?s name 客人的名字 ? Room number 房號(hào) ? Caller?s name 致電者姓名 ? Company 公司名稱(chēng) ? Telephone number and extension 電話(huà)號(hào)碼和分機(jī) ? Message in full 留言?xún)?nèi)容要完整 ? Indication of its urgency 緊急內(nèi)容要表明 ? Your name 你的姓名 ? Date and time of message 留言日期和時(shí)間 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 13 of 54 Remark: Write clearly and ensure the message is received 字跡清晰，確保留言被收到 Ensure your action what has been agreed with the caller 確保你的行動(dòng)被來(lái)電者同意 Standard phrases to use: Sir/Madam, may I have your name, please? 先生 /小姐，請(qǐng)問(wèn)您貴姓？ Mr./, may I have your message, please? ____先生 /小姐，請(qǐng)問(wèn)您的留言?xún)?nèi)容？ Mr./, may I have your contact number, please? ____先生 /小姐，請(qǐng)問(wèn)您的聯(lián)系電話(huà)？ Mr./, please let me repeat your message_______, is that correct? ____先生 /小姐，我重復(fù)一下您的留言，您的留言是 _____________。 Thank you for calling. 感謝您的來(lái)電 TEN “ MOST ABUSED” SKILLS 十項(xiàng)“不適當(dāng)”的情況 : It’s bad 不應(yīng)該 It’s good 應(yīng)該 Answering ?hello? or ?____dept.?…………. . That?s all! 接電話(huà)時(shí)僅說(shuō)“喂” 或“ ___部門(mén)”就完了 Always keep greeting standard 必須保持使用標(biāo)準(zhǔn)問(wèn)候用語(yǔ) Answering ?he/she is not around?…… .That?s all!. 僅回答來(lái)電者 “她 /他不在”就完了 Suggest the caller call back later or leave a message 建議來(lái)電者稍后在致電或留言 Using excuses to avoid being helpful such as ?I don?t work in this department?. 用一些借口逃避提供幫助，如“我不在這個(gè)部門(mén)工作” Treat every call as your call, and take responsibility for it. 對(duì)待每個(gè)電話(huà)就向?qū)Υ愕碾娫?huà)一樣，并對(duì)每個(gè)電話(huà)負(fù)責(zé) 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 14 of 54 It’s bad 不應(yīng)該 It’s good 應(yīng)該 Speaking too softly, too quickly. 聲音太細(xì)，太軟，太弱，說(shuō)得太快 The tone of your voice s