餐飲部接聽(tīng)電話步驟與標(biāo)準(zhǔn)(中英文版)-在線瀏覽
2024-08-25 04:16本頁(yè)面
【正文】 ause 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 要記下來(lái)電者提供的信息 以便于清晰明朗地回答客人 保持注意力集中 Imagine that the caller is there 想象來(lái)電這就在那 Focus for 100% on the caller 100% 將注意力集中在來(lái)電者身上 Provide a greeting 致以親切問(wèn)候 Offer assistance 提供協(xié)助 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 As per established standard 正如已制定的標(biāo)準(zhǔn) To inform guest whom he is calling 告知客人他正在與誰(shuí)通話 Handle as many calls as you can yourself 盡量處理你自己可以處理的電話 Tell the caller: 告
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