【文章內(nèi)容簡(jiǎn)介】 be asked.對(duì)方需要被幫助 – 主動(dòng)幫助，不要等待被詢(xún)問(wèn)。q Treat every call as your call, and take responsibility for it.對(duì)待每個(gè)電話就向?qū)Υ愕碾娫捯粯?，并?duì)每個(gè)電話負(fù)責(zé)。q 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，解釋原因和留下對(duì)方的姓氏和電話號(hào)碼，并主動(dòng)致電。q If you are answering a call on someone else’s behalf: 如果你正在接聽(tīng)他人的電話：o Never admit you don’t know where they are 不要說(shuō)出你不知道他們?cè)谀?？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 If caller requests for transfer, say…如果來(lái)電者要求轉(zhuǎn)電話，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2. When The extension is engaged 當(dāng)被轉(zhuǎn)接分機(jī)占線時(shí) “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。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 When you finish a call, say….…當(dāng)要結(jié)束電話時(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：q Customer’s name 客人的名字q Room number 房號(hào)q Caller’s name 致電者姓名q Company 公司名稱(chēng)q Telephone number and extension 電話號(hào)碼和分機(jī)q Message in full 留言?xún)?nèi)容要完整q Indication of its urgency 緊急內(nèi)容要表明q Your name 你的姓名q Date and time of message 留言日期和時(shí)間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？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)電話就向?qū)Υ愕碾娫捯粯?，并?duì)每個(gè)電話負(fù)責(zé)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 should be clear, soft and in a natural voice.保持語(yǔ)音的甜美、清晰、溫柔并且自然。Asking to hold on while ‘I get pen, paper, etc……’讓來(lái)電者“等一下，我拿支筆，拿張紙……”Always have pen and paper on hand紙和筆隨時(shí)準(zhǔn)備在手Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”在聆聽(tīng)電話過(guò)程中使用“連續(xù)性的聲音”，如“嗯”、“是的”、“真的”Give the telephone conversation your undivided attention and keep telephone manner.仔細(xì)聆聽(tīng)，使用禮貌用語(yǔ)Placing the caller on hold and not checking back.讓來(lái)電者在線上等待但沒(méi)有核實(shí)是否有結(jié)果Keep to contact with guest on 15 seconds basis and thanks the guest for waiting保持每隔15秒與客人跟進(jìn)并感謝客人等候Language abuses.語(yǔ)言表達(dá)不當(dāng)Use the magic words during the conversations like: Certainly, Thank you, My pleasure在通話過(guò)程中始終使用禮貌用語(yǔ)Not keeping followup promises.沒(méi)有對(duì)承諾進(jìn)行跟進(jìn)Always keep follow up to fulfill the guest’s needs, and ensure satisfy the guest.始終保持跟進(jìn)，確?？腿藢?duì)我們的服務(wù)滿意Taking inplete messages.留言不完整Ensure take a pletely and correct messagefor both internal and external guests.確保留言?xún)?nèi)容完整無(wú)誤 SUBJECT: HANDLING GUEST WAKE UP CALLS 電話叫醒服務(wù).Policy 政策It’s the policy of our hotel to provide an efficient and accurate wakeup service for all in house guests. To achieve guest satisfaction through a personalized wake up service.我們酒店的政策是對(duì)所有住店客人提供快捷且準(zhǔn)確的叫醒服務(wù)。通過(guò)個(gè)人叫醒服務(wù)獲得客人的滿意。Procedures 程序 1. Preparation 準(zhǔn)備Get ready with wake up call sheet and ball pen on the hand 準(zhǔn)備好筆和叫醒服務(wù)記錄表2. Answering the call 接聽(tīng)電話Answer the call within 3 rings by saying: “Good evening, Guest Service Center, Sandra speaking, Mr./Mrs. XX, how may I help you?”三聲內(nèi)接起電話：“晚上好，服務(wù)中心，我是Sandra , XX先生/小姐，有什么可以幫到您3. Listening. 傾聽(tīng)Listen attentively and do not interrupt the guest. 專(zhuān)心傾聽(tīng), 不中斷客人的講話4. Repeat 復(fù)述a) Speak clearly to the guest for the time required, the guest name and room number which display on the screen of console. “Yes, Mr./Mrs. XX, you wish a wake up call at time for room number. Is it right? Is there anything else I can do for you?” 清晰地復(fù)述客人要求的叫醒時(shí)間，并且從話務(wù)臺(tái)顯示屏看到客人的房號(hào)和姓名：“是的，XX 先生/小姐，您的叫醒時(shí)間是 ，您的房號(hào)是 ，請(qǐng)問(wèn)正確嗎？請(qǐng)問(wèn)您還有什么需要我們幫忙嗎？”b) Take down the details on the wake up call sheet after confirmed with the guest 與客人確認(rèn)后，詳細(xì)地記錄在叫醒服務(wù)記錄表上。5. End of the call 結(jié)束電話Say: “Thank you for calling, good night.” at the end of the conversation.與客人會(huì)話后說(shuō)：謝謝來(lái)電，祝您晚安！6．Update the time in the Console immediately for the guest 馬上在話務(wù)臺(tái)設(shè)置客人的叫醒時(shí)間7. Record 記錄Transfer the wake up call details record to log book 將叫醒服務(wù)記錄表準(zhǔn)確無(wú)誤地統(tǒng)計(jì)在叫醒總結(jié)記錄本上。Details as following: 細(xì)節(jié)如下： Guest room number/folio number 客人房號(hào)/確認(rèn)號(hào) Wake up call time 叫醒時(shí)間Note: For the inhouse VIP guests, we must offer personally wake up call to them. Say: “ Good morning, Mr./Mrs. XX. This is your 6:30 morning call. Today the temperature is XXX. We wish you will have a nice day.” 備注：如果是VIP叫醒，我們必須提供人工叫醒服務(wù)，：“早上好，