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1、美国戴斯酒店集团美国戴斯酒店集团(中国中国)Days Inn China电话礼仪培训课程Telephone Techniques Program目录目录TELEPHONE TECHNIQUES PROGRAM CONTENTS I 欢迎与介绍 WELCOME AND INTRODUCTION II 识别顾客 IDENTIFYING THE CUSTOMERS III 识别挑战 IDENTIFYING THE CHALLENGES IV 卓越服务的精神 SPIRIT OF SERVICE EXCELLENCE V 态度基本技能 ATTITUDE THE ULTIMATE SKILL VI 改进过

2、程 THE IMPROVEMENT PROCESSVII 有效的聆听 EFFECTIVE LISTENING 2 VIII 传递信息 GIVING INFORMATION IX 基本的销售技能 BASIC SELLING SKILLS X 解答语音 SOLUTIONS THE VOICE XI 解答心理 SOLUTIONS PSYCHOLOGICAL XII 解答技巧 SOLUTIONS TECHNICAL XIII 处理抱怨 HANDLING COMPLAINTS XIV 概要 SUMMARY目录目录TELEPHONE TECHNIQUES PROGRAM CONTENTS3第一印象就是 “

3、First impressions are lasting impressions”永久印象永久印象4培训目标培训目标WORKSHOP OBJECTIVES 此项培训旨在帮助您：This program is designed to build your knowledge on:了解谁是我们的顾客 An understanding of who our customers are.这些顾客期望什么 What those customers expectation.使用电话进行卓越服务的指导方针 The guidelines to Service Excellence on the telep

4、hone.5培训目标培训目标WORKSHOP OBJECTIVES 沟通技巧（包括基本的销售技巧）Communication skills(including basic selling skills)如何通过电话进行有效的顾客沟通 How to conduct effective and efficient customer interactions on the telephone 如何处理棘手的问题 How to deal with difficult situations 关键措辞戴斯酒店方式 Key Phraseology the Days Inn Way6自我介绍自我介绍SELF-

5、INTRODUCTION 姓名 Name 工作年限 Years with the Company 工作期望 Concerns/Expectations 客户服务经验 Working experience in Customer Service7谁是我们的顾客谁是我们的顾客WHO IS OUR CUSTOMER外面的顾客可能包括：EXTERNAL CUSTOMERS might include：订房电话意味着增加收入的机会Room Reservation call inso it is a revenue opportunity订餐电话预订前的第一印象F&B Reservation call i

6、n first impressions before booking?供应商来电为我们提供高质量产品的合作伙伴Suppliersour partners in producing quality products行政部门来电可能是酒店的业主Administration callscould be the owners8谁是我们的顾客谁是我们的顾客WHO IS OUR CUSTOMER紧急电话双向沟通也许是救生的时机Emergencies 2 waycommunicationlife saving opportunity顾客来电客人的反馈能够带来更多信息Guest contact calls e

7、xisting guest feedback can generate guest feedback.错误来电只要处理妥当，即便是误拨入的号码也有可能带来商机Wrong numbers even a wrong number today can be the right one tomorrow if it is nicely handled.9谁是我们的顾客谁是我们的顾客WHO IS OUR CUSTOMER内部顾客 可能包括：INTERNAL CUSTOMERS might include:住店客人 -问讯 with questions Guests -订餐 F&B reservation

8、s -误拨电话 wrong numbers 同事 -管理/信息传达/帮助 Colleagues admin/info/help -误拨电话 wrong numbers 紧急事件 -求救电话 calls for help Emergencies10面对的挑战面对的挑战WHAT ARE THE CHANLLENGES直接挑战：直接挑战：DIRECT CHALLENGES：缺乏相关的能力/知识（培训）Lack of ability/knowledge(training)难对付的来电者 Difficult caller 工作压力 Work/call pressure 缺乏信心 Lack of conf

9、idence 缺乏激励 Lack of motivation 对优先权的误解 Misunderstanding of priorities 环境 environment11面对的挑战面对的挑战WHAT ARE THE CHANLLENGES间接挑战：INDIRECT CHALLLEGES：厌倦 BOREDOM 无趣 DISINTEREST 缺乏面对面的接触 LACK OF VISUAL CONTACT12 我们的表现如何呢？我们的表现如何呢？HOW GOOD ARE WE 失误可能有：失误可能有：MISTAKES might include:应答迟缓 answering slow 应答不完善

10、answering incomplete 应答仓促 answering too rushed 技术失误（如，挂断）technical errors 理解失误 failure to ensure understanding 打断来电者 cutting short the caller 接线错误 connecting to wrong extension 不礼貌 impoliteness 13为客人留下良好的印象为客人留下良好的印象TO IMPRESS CUSTOMERS 顾客永远是第一位的 Always place customers first.关心顾客的需要 Be EMPATHETIC to

11、 their needs.注意细节 Be aware of the little things 谢谢 Thank you 回电话 Returning phone calls 兑现承诺 Following through on promises 说话的时候要微笑 Smile in your voice 提供服务后进行电话跟踪服务 Follow up with phone calls after providing a service 尽量使顾客满意 Go out of your way to satisfy a customer.做些额外的细节服务 Do the extras little th

12、ings 质量至上 Become addicted to quality14检测我们的服务检测我们的服务TESTING OUR SERVICE EXCELLENCE电话礼仪调查问卷 Questionnaire Telephone Skills(true or false).请回答：是，否。1 既然对方看不到，那么应答电话时微笑服务也没必要。There is no point in smiling when answering the telephone as the person at the other end cant see the smile.是 否2 既然对方不知在和谁交谈，那么告诉

13、对方我的工作 身份也没有必要 There is no need to announce my department as the caller should t know who they are calling.是 否3 来电者并不关心他在和谁交谈，因此也不必自我介绍 A caller doesnt care who they are talking to therefore is no need to introduce yourself 是 否15 电话礼仪调查问卷（是非选择）电话礼仪调查问卷（是非选择）4 让对方在线等待一两分钟没有大碍。Its OK to keep people on

14、 hold for a minute or so.是 否5 可以拨打私人电话 Its OK to make and get personal calls.是 否6 当你接到投诉电话，即便这不是你的职责范围你也应该认真听取 When you get a complaint call,you should listen patiently even if the call is not for your section/Dept.是 否7如果对方要找的人不在，那么通知此人回复电话是必要的。Its OK to tell people to call back when the person to w

15、hom they want to speak is not there.是 否 16电话礼仪调查问卷（是非选择）电话礼仪调查问卷（是非选择）8 获知对方姓名并在电话谈话中称呼是非常重要的 Its important to find out who one is speaking to and to use their name during the telephone conversation.是 否9 聆听也需要技巧 Listening is a skill which must be learnt.是 否 10 如果旁边的电话无人应答，那么你最好不要代为接听 If a phone is r

16、inging next to you and there is no-one to answer it,it is best to let it ring.是 否11 环境里的噪音会干扰来电的接听，所以最好保持安静 Environmental noises interrupt the caller so it is best to keep quiet.是 否 17卓越电话服务的目标卓越电话服务的目标OBJECTIVES OF SERVICE EXCELLENCE ON THE TELEPHONE 确保顾客满意 To determine and satisfy customers needs.

17、理解卓越的服务对我们的顾客、公司及我们个人的重要性 Understand the IMPORTANCE of service excellence to our customers,the organization and YOU.提供高质量的服务 To provide Quality Service.提供可靠且持久的品质服务 To provide reliable and consistent service.18卓越的电话服务会带来什么好处卓越的电话服务会带来什么好处WHAT ARE THE BENEFITS OF SERVICE EXCELLENCE ON THE TELEPHONE？i

18、）客人To the Customersii)组织机构 To the Organizationii)对你个人 To You19我们提供优质电话服务的原因我们提供优质电话服务的原因THE REASONS WHY WE NEED TO PROVIDE SERVICE EXCELLENCE ON THE TELEPHONE 使用电话的每位雇员都影响着公司的形象 The way in which each employee uses the telephone creates a significant impact on the companys image.顾客是组织中最重要的成员-来电者可能就是顾

19、客 A customer is the most important person in this organization-callers tend to be customers.顾客就是我们的老板 A customer is the“Boss”.20 顾客对我们的工作而言不是一个打断/打扰 A customer is not an interruption of our work -他就是我们工作的目标，我们为其服务不是赐予他们什么，相反，他们给了我们机会。He is the purpose of it.We are not doing him a favor by serving hi

20、m He is doing us a favor by giving us the opportunity to do so.-不可以和顾客争执。我们永远不可能从与顾客的争执中获取利益。A customer is not someone to argue with.We never win by arguing with a customer.-顾客带着需要而来，我们的工作就是为解决这 些需要而提供专业的服务 A customer is a person who has his needs.Our job is to ensure that we handle those needs prof

21、essionally我们提供优质电话服务的原因我们提供优质电话服务的原因(续）续）THE REASONS FOR TELEPHONE EXCELLENCE21 态度态度vs.能力能力 ATTITUDE VS.ABILITY 积极的态度是获得成功的必要条件 A POSITIVE MENTAL ATTITUDE IS ABSOLUTELY NECESSARY FOR OURSUCCESS生活中我们获取的成就有85%的是由态度态度决定85%of everything we achieve or receive in life(good or bad)results from Attitude.15%

22、由能力决定。15%only is the result of Ability.22 态度的自我检测态度的自我检测 The ATTITUDE self-test 你有积极的态度么？“THE POSITIVE ATTITUDE”CHECK.你懂得自我尊重么 Do you respect yourself?你有奋斗目标么？Do you have goals?你有一个达成目标的计划么？Do you have a plan to achieve your goals?你渴望学习么？Are you willing to learn?你考虑到其他人么？Are you considerate of other

23、s?你是一个好的倾听者么？Are you a good listener?这些问题仅仅是积极态度的一部分 These questions are only some of the components of a positive attitude.现在请你再举出10条能够构造积极态度的方法23识别一般错误识别一般错误RECOGNISING COMMON MISTAKES错误主要产生在以下四个领域：There are 4 key areas where mistakes occur:低质量的应答 LOW QUALITY ANSWERING 低质量的接听 POOR LISTENING 低质量的处理

24、 LOW QUALITY HANDLING 非人为失误 PHYSICAL FAILINGS 小组工作：每组一个主题 Group work：one heading per group24有效的倾听有效的倾听EFFECTIVE LISTENING 我们有两只眼睛，只有一张嘴，那么我建议您多听，而少说 We were born with 2 ears and 1 mouth.This suggests that we should listen more than we should talk!倾听不同于听见 Listening is NOT the same as hearing.倾听意味着理解对

25、方的话语、观点甚至感受 Listening means understanding the meaning of another persons wordsand the ideas&feelings that lie behind them.25有效倾听的障碍有效倾听的障碍THE BARRIERS TO EFFECTIVE LISTENING96%的时间花在自我感觉上96%of time we listen to ourselves.当我们听别人说话的时候，总想着如何去做答While listening to others,we are usuallythinking of our resp

26、onse.人们总是倾向拒绝/害怕改变而不听对方的解释People reject/fear change so will switch off.当我们正忙于其他事务时，而忽略别人讲话Preoccupation this happens when we are in deep concentration,e.g.,doing some work缺乏兴趣Limitations in our interest 26有效倾听的障碍有效倾听的障碍THE BARRIERS TO EFFECTIVE LISTENING我们自身的问题或顾虑Our own problems and worries.拒绝我们存在异

27、议的事情Rejection of things that we do not agree with.拒绝那些令人不快的事情Rejection of things that are unpleasant.对来电者的负面态度Negative attitude towards the sender.假装聆听而实际上在做其他事情Pretending to listen while doing something else.害怕被别人欺骗The fear of being tricked.说话人语气过于轻柔、单调或缺乏组织When speaker is too soft,monotonous or is

28、 disorganized.27聆听的关键技巧聆听的关键技巧KEY SKILLS IN LISTENING1.澄清 CLARIFYING2.确认 CONFIRMINGi）澄清当你不确定你的理解是否正确 You CLARIFY-When unsure of your understandingii）确认一保证你已经正确的理解了来电者的需要 You CONFIRM-to assure the caller that you have correctly understood what he/she wants怎样 HOW？i）通过提问澄清问题和客人的需要 You clarifyby asking

29、questions.Ii）通过简单复述确认你的理解 You confirmby briefly repeating(summarizing)what you have understood.28做到有效倾听的步骤做到有效倾听的步骤THE STEPS TO EFFECTIVE LISTENING 当对方说话的时候你要停止你的发言。你无法做到说的同时有效的倾听（就如你无法一边吃东西一边顺畅地发言一样，当然，你可以试着那样做）Stop talking when others speak.You cannot listen effectively and talk at the same time,(

30、just like you cannot eat and talk effectively at the same timethough you may try!).使谈话者感到放松。Put the speaker at ease.表示你乐意聆听的态度。Show you want to listen to them.向谈话者强调重点。Emphasize with the speaker.29做到有效倾听的步骤做到有效倾听的步骤THE STEPS TO EFFECTIVE LISTENING 显示你的耐心。Show patience.倾听抱怨和批评。Listen to the arguments

31、 and criticism.如果对谈话内容感到不确定，可以通过提问加以明确 Clarify(ask questions)if uncertain.评估传达的内容，而非方式。Evaluate content,not delivery.避免分散注意力。Ignore(or eliminate)distractions.保持开放型的思维。Always remain open minded.30调查问卷调查问卷QUESTIONNAIRE-”HOW WELL DO YOU LISTEN?”试着回忆你前几次通话的情形，你是这样做的么？Try To remember the last few times s

32、omeone spoke to you.Did you:1 认真面对来电者？Face the speaker?2 根据对方讲话评论对方的价值？Judge the value of the message by the speakers delivery?3 当有不明确的地方时，有礼貌的打断对方？Interrupt politely if something was not clear?4 有异议的时候立刻打断对方？Interrupt at once if you disagreed?5 试想对方的感受？Imagine how the speaker might be feeling?316 对

33、方说话时构思你的应答？Plan your response while speaker was talking?7 即使你不感兴趣也保持着注意力？Pay attention to the speaker even though you had lost interest?8 对方停止谈话时立刻做出回应？Respond as soon as the speaker stopped talking?9 对观点和事实同样重视？Listen for ideas as well as facts?10 假象你已经知道对方要说什么？Assume you already knew what the spea

34、ker was talking about?调查问卷调查问卷QUESTIONNAIRE-”HOW WELL DO YOU LISTEN?”32评分标准评分标准Scoring process偶数号问题：答“是”加1分，“否”加0分Even-Numbered Questions:-score 1 for each“yes”0 for each”no”.奇数号问题：答“是”加1分，“否”加0分Odd-Numbered Questions:-score 1 for each“yes”0 for each”no”.如果你的总分少于10，那么你仍需努力If your total was less than

35、 10,you were not listening as well as you could have done!33显著的需求显著的需求UNCOVERING NEEDS需求有两种形式NEEDS come in 2 forms:1 特定的需求STATED NEEDS2 不定的需求UN-STATED NEEDS特定的需求STATED NEEDS特定的需求易于识别：Stated needs are easy to recognize:-我想要订房 “I would like to make a room reservation.”-到机场需要多长时间？“How long does it take

36、 to get to the airport?”-有熨斗或烫衣板么？“Do you have any irons and ironing boards？”34显著的需求显著的需求UNCOVERING NEEDS不定的需求UN-STATED NEEDS 不定的需要不易识别，需要通过已有的信息及技巧来推测。UN-stated needs are not so easy to recognize and require the skill of anticipating needs based on the information that has been provided to you.不定需求

37、例如：An example of an UN-STATED need might be:“如果我们清晨就出发那么到机场需要多长时间？”“How long does it take to get to the airport if we leave early in the morning?”35显著的需求显著的需求UNCOVERING NEEDS特定需求是：需要多少时间The stated need is:how much time is needed.不定需求是：需要你的估计 The UN-stated needs,which you might then anticipate,are:叫早

38、电话 an early morning call 豪华轿车预定a limousine booking 客房的早点预定an early breakfast order for room service 你可能会根据适当的信息，来提供这些服务 And you might offer these services,giving appropriate information on each.记住Remember also:最后的两个预期的需求是能够带来收入的The last 2 anticipated needs are revenue generating.36传送信息传送信息GIVING INF

39、ORMATION基本规则THE BASIC RULES：传送信息的关键字眼：Key words in giving information:什么，为什么什么，为什么the WHAT and the WHY我们传送信息，当有人询问或我们推测有人需要帮助We give INFORMATION WHEN someone asks for it or when anticipate that someone needs it.我们传送信息通过解释我们为何这样说We give INFORMATION HOWExplaining WHY we are saying（ie,why it is of use

40、to the listener)37传送信息传送信息GIVING INFORMATION 例如 An example might be：“最好在午后使用健身房，那时候不会太拥挤。”“it is best to use the Health Club in the afternoon because it is less crowded at that time.”客人通常会理解在人少时健身的益处，但如果没有达到这样的效果，我们可以进一步解释：“这样您就有更多机会使用健身器材。”The guest would normally understand the benefit of it being

41、 less crowded,but if not,we might say:“so that you do not have to queue for the exercise machines.”你还有别的例子么？Do you have some other examples?38销售：特色服务和益处销售：特色服务和益处SELLING:FEATURES&BENEFITS定义 Definitions:特色服务是酒店提供的一样产品或服务 FEATURES is a product or service offered by the hotel.利益用于描述提供给顾客的产品或服务的价值 BENEF

42、ITS describes the value of that product or service to the customer.销售是Selling is:我们推销的是什么，并且，我们为什么要销售它（或者说它能给顾客带来什么好处）WHAT it is we are recommending and WHY we are recommending it,(or why it will be beneficial to the customer-the caller).“我将为您选一间美景卧房（特性/是什么），这样您就可以欣赏海滩落日的美景了（利益/为什么）”“Im going to ass

43、ign you a king bed room with a great view.(the FEATURE/WHAT)so that you mayenjoy the fabulous sunsets over the bay”.(the BENEFIT/WHY)39介绍特色服务介绍特色服务/利益时的措辞利益时的措辞USEFUL PHRASEOLOGY FOR USING THE FEATURES&BENEFITS PROCESS介绍特色服务非常容易：Introducing the feature is easy 这个房间有个阳台 “The room has a balcony”我推荐这个餐

44、具柜 “I recommend the buffet”在介绍和解释利益时有用的词汇及用语：Useful words and phrases to introduce and explain the benefits are 这样您就可以 它可以确保您 这样使您方便的 “so that you may”“so that you can”“this enables you to”“which will make it easier to”40在处理电话时，In telephone handling,examples may be:“请稍等，我为您查询一下这个号码”“Im going to put

45、you on hold so that I can check the number in the directory.”实际上你可能会说：Although you might actually say:“在我为您查询这个号码时，请稍等片刻”“May I put you on holdwhile I check the number you need in the directory.”或者最好这样说Or best of all:“我马上为您查号，如果您愿意，可以先挂断电话，这样会节省您的时间。我找到时会立即恢复您”“While I check the number you need in t

46、he directory,why dont you hang up.This will save you holding on while I look,and I can call you back once I have the number.”介绍特色服务介绍特色服务/利益时的措辞利益时的措辞USEFUL PHRASEOLOGY FOR USING THE FEATURES&BENEFITS PROCESS41良好语音的特征良好语音的特征THE CHARACTERISTICS OF A GOOD SPEAKING VOICE表达：能够传达丰富的含义和感情 Expressive：It is

47、 capable of portraying various shades of meaning and feeling.令人舒适的语调是友善的象征Pleasant in tone。It carries a sense of friendliness.自然 反映出谈话者的性格是一种诚实的声音Natural:It reflects the personality of the speaker.It has an honest sound.活力:有力、有生机，但然这并不是意味着要提高音量 Vital:It has life,force and strength,even though it may

48、 not be a“BIG”voice.42良好声音的基础良好声音的基础“ESSENTIALS”OF A GOOD SPEAKING VOICE深呼吸Deep Breathing放松喉部肌肉Relaxed throat muscles正确的发音Correct tone placing细心阐明Careful enunciation真诚的感知Sincere feeling43其他人的观点：其他人的观点：OTHER PEOPLES VIEWS 一个经验丰富的语音教师是一笔无价的财富。那些认为一些人生来就具备优美的音色的看法是不完全正确的。老天给了卡洛斯一副金嗓子，但是他优美的歌声却是经过训练才得到的

49、。某种程度上我们人人都可以做到。一个人50岁后仍可以改进他的音色，因此几乎没有年轻人需要为自己的糟糕的音色担忧。事实上在我们所有的财富中，声音的差异几乎可以被忽略掉。“a skillful voice teacher is of priceless value.The idea that some of us are born with pleasing voices,such as others can never acquire,is not fully true.Nature gave Caruso a golden sound box,but his golden singing wa

50、s brought to its perfection by training and practice.In some degree this can be true with all of us.Since a man of fifty can improve his voice if he wants to,it follows that almost no younger man need be handicapped with an unpleasant voice.The truth is that of all our rich possessions,the human voi