【正文】 . That the caller understands this. 如果別人有不便之處，那么主動提供幫助。 Offer to be of service when people are unavailable. 快速準(zhǔn)確地記錄留言，并進行傳達(dá) Take messages accurately and deliver them promptly. 如果你需要轉(zhuǎn)接電話，那么也要告訴對方你在做什么。 If you have to transfer a call, tell the caller what you are doing. 中轉(zhuǎn)線路時，確保七聲鈴響之內(nèi)電話得到應(yīng)答。 When transferring a call, check within 7 rings that the call has been picked up. 54 提供幫助 OFFERING HELP 誠懇負(fù)責(zé)的態(tài)度能夠使來電者對你的服務(wù)及酒店增加信任感。 TAKING PERSONAL RESPONSIBILITY TO PROVIDE HELP GIVES THE CALLER CONFIDENCE IN YOUR SERVICE AND THE SERVICE OF YOUR HOTEL. 對來電者的特定需求作出回應(yīng) React and respond to the caller’ s stated needs 預(yù)計不確定需求 Anticipate unstated needs. 主動提供與來電有關(guān)的有用信息 Volunteer any useful information that may be relevant to the call. 對你將要做的事情進行必要的通告和解釋 Explain what you are going to do and why. 55 打電話 PLACING A CALL 請注意 REMEMBER: 你的時間很寶貴 Your time is expensive. 電話費用也是昂貴的 The call is expensive. 來電者時間很寶貴 The caller’ s time is expensive. 電話前的計劃和準(zhǔn)備十分必要。 IT IS IMPROTANT TO PLAN BEFORE WE PLACE A CALL. 計劃一下你的談話，組織信息和語言和可能的作答 Plan your conversation. Organize the information you want to municate and the questions you need answers for. 明確你打電話的目的 Clearly state your reason for calling 準(zhǔn)備好一切作答時可能需要的信息 Have all the necessary information close at hand in case questions arise during the conversation. 勾勒出你與對方交談中信息的主題及重點。 Tick off the items of information as you municate them. 56 電話留言 TELEPHONE MESSAGES 確保信息的正確性，這關(guān)乎酒店的聲譽 Getting the message right is critically important to the caller and in turn, to the hotel’ s reputation. 正確高效的處理信息，確保信息接收者的滿意 Handling messages correctly will save time, reduce errors, and above all satisfy callers and message recipients. 57 如何記錄電話留言 How To Take Telephone Messages 確認(rèn)哪位來電，要找哪位 Clarify who is calling whom. 告知來電者他要找的人現(xiàn)在不在 Advise caller that the person is not in. 建議對方留下口訊 Offer to take a message use a message slip. 引導(dǎo)對方留下實用的信息 Guide the caller to give you the information in an order that’ s practical to you. 必要的話是用開放式問題加以確認(rèn) Clarify by using open questions as needed. 58 如何記錄電話留言 How To Take Telephone Messages 確認(rèn)你所得到的 Ensure that you get:： 來電者姓名 Name of caller 被尋訪人姓名 Name of called person 來電人的聯(lián)系方式 Telephone and extension number of caller 原因 Reason for the call and/or the message 記錄以下信息 Record the following: 你的姓名 Your Name 日期時間 Datetime 提供下列信息 Give the following information: 你的姓名 Your Name 確認(rèn)你對信息的理解 Confirm your understanding with a brief recap of the message. 結(jié)束電話是要讓對方確信你將及時并準(zhǔn)確無誤地傳 遞該信息 Close the call, assuring the caller that you will pass the message immediately. 59 如何留言 How To Give Telephone Messages 留言前，勾勒出信息要點 Before you give the message, make brief notes of the key points. 清晰簡潔的留下信息 Give your message clearly and concisely. 給記錄者留出時間進行記錄 Allow the receiver time to write it down. 詢問對方是否獲得了一切必要的信息 Ask whether they have all the info they need. 進行留言內(nèi)容的確認(rèn) Ask that the message be read BACK to you. 詢問記錄留言者的姓名 Ask the name of the person taking your message. 60 國際長途 INTERNATIONAL CALLS 接聽國際長途必須格外細(xì)心 International calls require extra careful handling. 國際長途很昂貴，時間就是金錢，我們解決問題的能力、效率和質(zhì)量將會給來電者以持久積極的印象。 On international calls, time is money and our ability to handle them quickly and professionally will leave a lasting and positive impression on the caller. 當(dāng)有人撥打長途電話，這就意味著商機。很有可能就是帶給我們酒店的商機 ——把握機會！ When people take the trouble to call long distance, they mean business! Some of that business might be for our hotel…don ’ t lose it! 61 如何處理國際長途 How To Handle International Calls: 語音清晰，語速放緩 Speak clearly and slowly. 告知來電者你下一步要做什么 Tell the caller what you are going to do. 轉(zhuǎn)線時請保持關(guān)注！ 7聲鈴響或 15秒后核查電話 When transferring a call, KEEP TRACK OF IT! Check back on the call after 7rings or 15seconds. 如果你確認(rèn)找到被叫人需要花些時間，一定要告知對方，建議對方選擇等待或留下口訊。如果對方是位重要的客戶，方便時可撥打回復(fù)電話。 If you know that it’ s going to take some time to locate the person called, advise the caller. Give the option of waiting or taking a message BUT…if it’ s an important hotel client, offer to have someone call him back! 學(xué)習(xí)不同語言的常用語 Learn a few phrases in the languages most used by your overseas callers. 對細(xì)節(jié)進行記錄 Keep a log book to pinpoint problems. 62 專業(yè)的舉止 PROFESSIONAL TELEPHONE BEHAVIOUR 討論 Discussion 問題 Questions: 電話的談話與面談有何不同？ In what ways are telephone skills different from face to face conversations? 在電話開始時，你如何使雙方快速地互相了解 What can you do at the BEGINNING of a telephone conversation to help both you and caller understand each other better? 為了彌補缺少面對面交流的缺點，你應(yīng)該做些什么？ What needs to happen on the telephone in order to make up for the lack of face to face contact? 談話范圍是由對方所需要的信息決定的么？ To what extent is it up to the caller to get the message across? 63 專業(yè)的接聽舉止 PROFESSIONAL TELEPHONE BEHAVIOUR 你應(yīng)該通過哪些問題獲知更多信息呢？ What kind of questions should you ask to get more information? 你如何確認(rèn)信息的正確性？ What can you do to make sure you have the right message? 如何避免誤接電話？ How can you avoid misdirecting calls? 你應(yīng)該告知對方稍后撥回么？ Should you ask a caller to call back? Why? 讓對方知道你將怎樣處理他的詢問有什么意義？ What is the value in letti