电话礼仪的重要性与三个要素
Jin Ji Lake Grand Hotel STANDARD & PROCEDURE
TASK (1): Telephone Manners Standard
Ask any hotel staff or hotel guest, what they think is the most important instrument in the hotel in terms of COMMUNICATION, and almost without exception the answer will be TELEPHONE
Do you believe that a smile can actually be heard over the telephone? If you do then you will probably also believe that the proper use of voice over the telephone can have great impact on the guest. It's your voice in making friends and creating goodwill which are so essential in dealing with guest in a hotel.
Procedure
You can sound "beautiful" ( to any caller. Let's stop and think what is it that makes us sound beautiful?)
电话礼仪 标准
无论你问任何一酒店员工或客人他们所认为的酒店内最重要的交流工具是什么, 答案将无一例外:电话.
你相信微笑在话筒中也能传达吗? 如果你相信这点, 你或许同样会相信电话中你的声音会强烈地影响客人的情绪. 你的声音对于客人来说极为重要, 通过你的声音可以与客人建立起良好的友谊.
程序
语音质量的重要性
你的声音在电话中可以显得很动听 ( 对任何来电者而言. 让我们 想一想是什么让我们做到这一点)
1. A Soft Voice
A soft voice is a pleasing voice, not a whisper and not a shout, just in between.
2. A Happy Voice
If you sound dull and lifeless the caller pictures you as looking just that way. A smile doesn't have to be seen, it can be heard
3. A Business Voice
A business voice sounds efficient, courteous and always willing to be of assistance. Never says "I don't know." Good service means you can find out.
1. 温柔的语调
温柔的语音听起来让人愉快, 它不是低声细语, 不是大声吼叫, 而是兼于两者之间.
2. 愉悦的声音
如果你的声音听起来很沉闷没有生机, 客人会认为你看起来
也是如此. 微笑虽然在电话中看不见, 但毫无疑问, 是能被 感觉到的. 3. 专业的语音
专业的语音语调听起来应该是高效, 礼貌和乐于助人的. 永远不要对客人说," 我不知道." 好的服务意味着你一定能找到好的答案.