洲际酒店集团前厅部-服务中心标准运营程序(8)

WHAT/ STEPS HOW/ STANDARDS Thank the caller for waiting and apologize for delay. 在线等候—如果你不得不打断对话，告诉来电者你将要去做什么，需要让他/她等候多久，或愿意稍后再打来。 感谢来电者的等候并为此延误道歉。 CLOSING THE CALL – Review details. There is no better way to terminate a call than to say “Thank you”, “Goodbye”. 结束通话—重复详细信息。没有比说“谢谢”、“再见”结束通话再好的结束语了。 Hang up gently. (You must let your caller hang up first). 礼貌的挂断电话（你必须让来电者先挂断）。 TRAINING QUESTIONS What should I do if the guest does not accept that I leave the line? 如果客人没有接到等候的电话，我们应该怎样做？ Is it really necessary to let the caller hang up first? 真的有必要让来电者先挂断电话吗？ DRILL LANGUAGE。 对话练习 Summary questions: 问题摘要：

1. What is important to consider about voice quality? 声音质量的重要方面有哪些？

2. Why is it important to answer all telephone calls within 3 rings? 为什么所有电话必须在铃响三声之内被应答这样重要？

3. Is it really necessary to explain to the caller if I have to leave the line?

如果我们不得不让来电者在线等候，真的有必要去向来电者说明吗？ 4. Is it really necessary to let the caller hang up first? 真的有必要让来电者先挂断电话吗？

5. What happens to your voice when you are pleasant? 当你的声调愉悦时将会发生什么事情？

6. What happens to your voice when you are happy? 当你用高兴的声调时将会发生什么事情？

7. What happens to your voice when you are willing to assist the guest? 当你愿意去帮助客人时你的声音将会发生什么变化？

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8. What happens to your voice when you smile? 当你微笑时你的声调会发生什么变化？

9. Why can an unanswered call be lost business? Would the caller call back? 为什么一个未应答的电话会损失生意？让来电者稍后再打来可以吗？ 10. Why can’t we handle the call faster when we are busy? 为什么当我们很忙时也不能很匆忙的处理电话？

11. Why do we need to identify ourselves first when we pick up the phone? 为什么我们需要再接电话时要先识别我们自己的部门？

12. Why do I need to explain to the caller what I am doing before transferring the call? 为什么我们需要在转接前向来电者解释我们要做什么？

Now ask the Trainee to practice the whole task from start to end to test competency.现在开始对员工进行该题目的整体练习并测试员工的接受能力。

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STANDARD OPERATING PROCEDURE ROUTING CALLS 转接电话 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 GSC-0006 Guest Service Center 客服中心 May 2008 2008年5月 I expect all my calls will be routed accurately. I don’t expect my room number to be disclosed at any time because Safety and Security are one of the critical reasons why I choose to stay in this hotel. 我希望我所有的电话被准确的转接。我不希望我的房间号码在任何时候被透露，因为保险和安全是我选择住在这家酒店的一个决定性因素。 30 minutes 30 分钟 TIME TO TRAIN: 培训时长 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？

Answers: 回答：

1. We must provide a prompt and accurate telephone service to our guests.

我们必须对我们的客人提供迅速和准确的电话服务。

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