E电话礼仪WTelephoneCourtesyWhatshouldwedowWhenthephoneisringing?(国_aVets二=E目标Objective“当结束本次培训时:您能列举关于“电话礼仪“的基本要求Bytheendofthistraining,youwillbeenabletolistdowmnkeymessageregardingTelephoneCourtesy.“示范如何用正确的程序接听电话DemonstratehowtoaasWertephoaeusingtecorrectProcedurewal辜【腹_y_s【Hen目标=一Objective*良好的第一映像利于我们与客人建立良好的长久关系。员工应使用饱含徽笑的声音;所有来电,我们都应礼貌、小心、关爱地处理,并及时跟进。FirstimpressionsareoftentheonesthatstayWithuslongestandinfluenceusmost.Allcolleaguesaretoprojectasmileintheyoice,Altelephonereduestsshouldbehandlediticourtesy,care,attentionandexpeditiousfollow-ups.*电话礼仪是每一人员工在为客服务中都应遨循的基本原则。鬓_Telephonecourtesyormanner讪anessentialpartofevery人employeesinteractionwithguests.,s.歹w镧l】矗卑董y_s【aone部门标准Department&division“Standards标淦“Answeringyouline接听自己的分机“Assistingyourworkmatetoanswer接听具它分机theline让来电者篪候“Placinganincomingcallon“HOLDY答复正在等候的来电者。答复正在等候的李宏者;并提供帮助。转接电话电话过滤结束通话EndingaiconyeFSatignEReturningtothewaitingallbythePersonwhoorisinallyansweredthecalReturningtothewaitingcallbytheindividualaskedforbythecaller标血TransferringacallScreeningofcallswWad融y_sHE标准Standards*所有电话使用清晰而礼貌的声音在振铃3声内接听。AllcallsmustbeansweredWithin3rings,inaclearandcourteousyoice.*如果你正与他人交谈,请向面谈者致歉,并暂停谈话接听来电。IfyourtelephoneringsandyouareWitiSomeone;excuseyourselfandattendtothecalLn*请在电话交谈中至少两次称呼来电者的姓名。dWhenconversingwithaguesthis/hernameshouldbeusedtwice霜s日minimunm._歹waavlsLl一tome点台万达文华酒店电话接听标准“WandaVistaYantaiTelephoneAnsweringStandard*例如:esg.Goodmorning/AfternoomEvening,thisis风绪HousekeepingDept、XXXspeaking,howmayIassistyou2_妻髦7_*您好,先生/女士,这里是客房部,我是XXX,有什么可以帮您?。例如:esg-Goodinormiing/AttermiootyEvening,thankyou外结forcallingWandaVistaYantaiXXXXSpeaking,howmayAExternal“Iassistyou?=E*您好,欢迎致电点台万达文华酒店,我是XXXX,请问有件么可以帮您?a一cnns“_鳙接听其它的分机AnsweringSomeoneelsesline“所在的部门或办公室Identifytheofficeordepartment*告知来电者你的姓名Giveyourname,、.x口OULCOmOfferassistanceortakeamessage请来电者“等候“W一Placingaincomingcallon“HOLD*建议您使用“稍等“,而不是“别挂电话“WerecommendyoutousethewordWAIT;donotsayHOLD。*获取来电者的同意,请其稍等:货元央,蒋勐荣.脚动。AskpermissionandacknowledgetheguestsTesponse:JoldyoxpleaseGibMivang.TRankpom0waI辜莺y_s【aen答复等候的来电者,并提供帮助W一Re!urniugtothewaitigcallbythePerSOnwWhorigi疆uyanswWeredthecall*加果知道客人的姓名,请在对话中称呼客人。Ifguestsnameisknown,useitduringtheconyersation.*感谢来电者的阿心等待Alwaysthankthecallerforwaiting*提供帮助或为来电者畔言Offerassistancetotakeamessage:丫黄先生,感谕焕的耐心等待。XiBO开在办公宿,我可以筠悍留音吊8或者MrHuang,thankyouforwaiting.Ms.SuinotinherofcemayItakeamessageforherOR一丫“黄先生,感谢您的酥心等待。XXX正在接听电话,您是稍等片刻还是留言络姆gearMrHuang,thankyouforwaiting.MSXXXiengagedinanothercalLWouldyHiketowaitormayTtakeamessageforherew磺avlsMztomei_