【正文】 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。 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. 電話前的計劃和準備十分必要。 Concentrate on what the caller is saying. 可以使用以下技巧 USE THE FOLLOWING KEY SKILLS: 傳遞積極的信息 Be a POSITIVE STROKE GIVER. 使用文明用語，如：謝謝，非常高興，太好了 … Use phrases like.. Thank you (and mean it), It’ s good to hear that.., Fine…,That ’ s good 讓對方知道你在做什么 Let the caller know WHAT you are doing. 53 基本的處理技巧 BASIC HANDLING SKILLS 如果需要向?qū)Ψ教釂枺敲醋鞒霰匾慕忉? If you need to question the caller, explain why. 盡一切可能幫助對方，這會得到來電者的理解 Be prepared to help in any way you can. That the caller understands this. 如果別人有不便之處，那么主動提供幫助。 Let’ s wele criticism – instead of resenting it. 具有專業(yè)素質(zhì) Let’ s be PROFESSIONAL. 樂于電話溝通。 But...let’ s play ourselves downnot up! 談話時不要表現(xiàn)出任何惱怒的痕跡。 “ A man may succeed with a strident voice, but he could have done it better and more easily with a pleasant tone” 44 嗓音的類型 THE TYPES OF VOICES: 你總是低聲細語還是聲如洪鐘？ DO YOU WHISPER OR BOOM？ 你語音單調(diào)還是富于起伏？ ARE YOU MONOTONOUS or MELODIUS？ 你的聲音是低沉還是明朗的？ IS YOUR VOICE a RAIN CLOUD or a RAINBOW？ 你的語音含混不清么？ DO YOU HAVE “ MUMBLITIS”？ 45 你的發(fā)音清晰么？ HOW WELL DO YOU ARTICULATE？ 清晰的發(fā)音需要三個條件： Clear articulation requires three conditions: a) 正確的發(fā)聲 The sound must be accurately formed. b） 呼吸順暢 The sound must be sufficiently supported by the breath. c) 發(fā)音完整 The sound must be pletely finished. 你的語速是慢還是快呢？ DO YOU TALK LIKE a TURTLE…or RACE LIKE a RABBIT? 46 解決方案：語音 SOLUTIONS： THE VOICE 使聲音放松的方法 Methods for voice relaxation. 呼吸練習以加強肺活量 Breathing exercises to improve volume. 注意放慢語速，發(fā)音清晰。某種程度上我們?nèi)巳硕伎梢宰龅健Ｎ艺业綍r會立即恢復您” “ While I check the number you need in the directory, why don’ t you hang up. This will save you holding on while I look, and I can call you back once I have the number.” 介紹特色服務(wù) /利益時的措辭 USEFUL PHRASEOLOGY FOR USING THE FEATURES BENEFITS PROCESS 41 良好語音的特征 THE CHARACTERISTICS OF A GOOD SPEAKING VOICE 表達：能夠傳達豐富的含義和感情 Expressive： It is capable of portraying various shades of meaning and feeling. 令人舒適的語調(diào)是友善的象征 Pleasant in tone。 Always remain open minded. 30 調(diào)查問卷 QUESTIONNAIRE ” HOW WELL DO YOU LISTEN?” 試著回憶你前幾次通話的情形，你是這樣做的么？ Try To remember the last few times someone spoke to you. Did you: 1 認真面對來電者？ Face the speaker? 2 根據(jù)對方講話評論對方的價值？ Judge the value of the message by the speaker’ s delivery? 3 當有不明確的地方時，有禮貌的打斷對方？ Interrupt politely if something was not clear? 4 有異議的時候立刻打斷對方？ Interrupt at once if you disagreed? 5 試想對方的感受？ Imagine how the speaker might be feeling? 31 6 對方說話時構(gòu)思你的應(yīng)答？ Plan your response while speaker was talking? 7 即使你不感興趣也保持著注意力？ Pay attention to the speaker even though you had lost interest? 8 對方停止談話時立刻做出回應(yīng)？ Respond as soon as the speaker stopped talking? 9 對觀點和事實同樣重視？ Listen for ideas as well as facts? 10 假象你已經(jīng)知道對方要說什么？ Assume you already knew what the speaker was talking about? 調(diào)查問卷 QUESTIONNAIRE ” HOW WELL DO YOU LISTEN?” 32 評分標準 Scoring process 偶數(shù)號問題：答“是”加 1分，“否”加 0分 EvenNumbered Questions:score 1 for each “ yes” 0 for each ” no” . 奇數(shù)號問題：答“是”加 1分，“否”加 0分 OddNumbered Questions:score 1 for each “ yes” 0 for each ” no” . 如果你的總分少于 10，那么你仍需努力 If your total was less than 10, you were not listening as well as you could have done! 33 顯著的需求 UNCOVERING NEEDS 需求有兩種形式 NEEDS e in 2 forms: 1 特定的需求 STATED NEEDS 2 不定的需求 UNSTATED NEEDS 特定的需求 STATED NEEDS 特定的需求易于識別： Stated needs are easy to recognize: 我想要訂房 “ I would like to make a room reservation.” 到機場需要多長時間？ “ How long does it take to get to the airport?” 有熨斗或燙衣板么？ “ Do you have any irons and ironing boards？” 34 顯著的需求 UNCOVERING NEEDS 不定的需求 UNSTATED NEEDS 不定的需要不易識別，需要通過已有的信息及技巧來推測。 Show patience. 傾聽抱怨和批評。你無法做到說的同時有效的傾聽（就如你無法一邊吃東西一邊順暢地發(fā)言一樣，當然，你可以試著那樣做） Stop talking when others speak. You cannot listen effectively and talk at the same time, (just like you cannot eat and talk effectively at the same time…though you may try!). 使談話者感到放松。 He is the purpose of it. We are not doing him a favor by serving him… He is doing us a favor by giving us the opportunity to do so. 不可以和顧客爭