ABHR铃悦关爱.pptVIP

* * Choice of Words恰当的措辞 Four thins to remember in using words effectively 有效的措辞需要记住以下四点 Greeting warmly sincerely 问候热情真挚 Use Names-Always address guest by name 称呼来电者的姓名 Avoid Triggers 言辞不要过于绝对 Use Calmers 采取平和的方式 * * Manage your choice of words and tone of voice all the time! And, we will achieve our Telephone Credo实现我们电话服务的宗旨就是时刻注意你的措辞和语音语调 “Impress them with a phone service so good that the next time they call is to either give us more business or to compliment us!” “用良好的电话服务给人以深刻的印象， 因此他们下一次来电要么是带来更多生意 要么是称赞我们的精湛服务 * * Part Three第三部分 The Skills and Standards for Different Situations 在不同情况下的技巧和标准 * * Introduction to Part Three第三部分简介 Part Three introduces the skills and standards necessary for telephone interactions 介绍电话沟通中所必需的技巧和标准 It looks at all the activities-from answering to closing calls 涉及电话服务的各个环节，从接听到结束 There are serious on service breakdown and recovery over the telephone 当服务出现失误，通过电话进行补救 It is about maintaining brand image consistency 保持一贯的品牌形象 * * Overview of Part Three第三部分纲要 Picking up a call 电话接听 Transferring calls 电话转接 Putting callers on hold 在线等待 Taking a message 留言服务 Service breakdown and recovery 服务补救 Emergency 紧急情况 Making Calls 打电话 Closing Calls 结束电话 Staying Motivated 自我激励 * * Picking A Call接听电话 * * Picking a Call 接听内线电话 Answer all calls within three rings 铃响三声必应答 Smile and Greet 微笑和问候 Identify yourself by mentioning your department’s name and your name 告知你的部门和你的名字 Offering Assistance 提供帮助 Remember to show your fellow associates care too 同时也别忘了关爱你的同事 * * Transferring Calls转接电话 * * Transferring Calls转接电话 Most people don’t like being transferred on the telephone Some bad experiences include -They have to repeat the whole story to the next person 来电者不得不重复他们的话 -They are transferred to the wrong department 被转接到错误的部门 -They end up with a recorded machine 听到的是语音留言 -They get cut off 电话挂断 * * Transferring Calls电话转接 See if from the caller’s po