怎样做一个好的话务员
答案:2 悬赏:70 手机版
解决时间 2021-08-18 17:19
- 提问者网友:不爱我么
- 2021-08-17 22:05
怎样做一个好的话务员
最佳答案
- 五星知识达人网友:梦中风几里
- 2021-08-17 23:18
要有好的心态,把工作当成乐趣
全部回答
- 1楼网友:旧脸谱
- 2021-08-18 00:17
首先是要有最热情的工作服务用语,在查询工作中,尽量做到快捷而且准确,如遇到客户查询不清楚时,也应该耐心询问几遍,直到客户满意为止。
总而言之,要做一名合格的话务员,应具备严谨的工作作风、热情的服务态度、熟练的业务知识、积极的学习态度,耐心地向客户解释, 虚心地听取客户的意见。我本人在今后的工作中,将不断努力学习,不断进取,让自己成为一名合格的话务员。
. Answer all calls promptly within 3 rings, using the appropriate greeting.
电话铃响三声内接起并使用标准问候语。
2. When answering a call, pause briefly before speaking.
在结束谈话前做暂时的语停顿。
3. Speak into the telephone mouthpiece or receiver.
对着话筒讲话。
4. Speak clear and slowly, and maintain friendly tone and pitch.
讲话慢而清晰,保持友好的语调。
5. Listen carefully to the caller’s request, DO NOT interrupt. Repeat and confirm with the caller.
仔细聆听来电客人的要求,不能打断,与来电客人重复确认。
6. Use guest name where known, or sir/madam at all times. (If internal call room number or extension will be displayed on the console. Use inquiry screen in computer or printed guest list to confirm name where necessary)
在所有的时间里,使用大家都知道的客人姓名,或先生/女士。(如果内线来电,房间号码或分机号码将被显示在控制台上,如有需要,可在电脑中查询客人姓名。)
7. Use correct, professional language at all times, including ‘Yes’ or ‘certainly’. ‘OK’ or ‘yeah’ is not acceptable language in responding to a caller. Avoid jargon or slang words.
在所有时间内使用正确、专业的语言,包括“Yes”或“Certainly”。“Ok”或“Yeah”是不能接受的语言,这是对客人的责任。避免使用行话或粗鲁的语言。
8. Where the call is interrupted for any reason, including paging or locating a guest, the call must be put on hold. Always ask guest permission before putting a caller on hold. If caller is not prepared to wait, enquiry if they would prefer to be contacted back, and take appropriate details. E.g. “I’m sorry, the line is busy. Would you like hold on the line or call back again.”
如果来电因某种原因被打断,包括传呼或定位一个客人,电话必须被保持。通常要将电话保持住时要得到客人的许可。如果来电者不准备等待,询问他们是否愿意稍后再打来,并提供适当的细节。
总而言之,要做一名合格的话务员,应具备严谨的工作作风、热情的服务态度、熟练的业务知识、积极的学习态度,耐心地向客户解释, 虚心地听取客户的意见。我本人在今后的工作中,将不断努力学习,不断进取,让自己成为一名合格的话务员。
. Answer all calls promptly within 3 rings, using the appropriate greeting.
电话铃响三声内接起并使用标准问候语。
2. When answering a call, pause briefly before speaking.
在结束谈话前做暂时的语停顿。
3. Speak into the telephone mouthpiece or receiver.
对着话筒讲话。
4. Speak clear and slowly, and maintain friendly tone and pitch.
讲话慢而清晰,保持友好的语调。
5. Listen carefully to the caller’s request, DO NOT interrupt. Repeat and confirm with the caller.
仔细聆听来电客人的要求,不能打断,与来电客人重复确认。
6. Use guest name where known, or sir/madam at all times. (If internal call room number or extension will be displayed on the console. Use inquiry screen in computer or printed guest list to confirm name where necessary)
在所有的时间里,使用大家都知道的客人姓名,或先生/女士。(如果内线来电,房间号码或分机号码将被显示在控制台上,如有需要,可在电脑中查询客人姓名。)
7. Use correct, professional language at all times, including ‘Yes’ or ‘certainly’. ‘OK’ or ‘yeah’ is not acceptable language in responding to a caller. Avoid jargon or slang words.
在所有时间内使用正确、专业的语言,包括“Yes”或“Certainly”。“Ok”或“Yeah”是不能接受的语言,这是对客人的责任。避免使用行话或粗鲁的语言。
8. Where the call is interrupted for any reason, including paging or locating a guest, the call must be put on hold. Always ask guest permission before putting a caller on hold. If caller is not prepared to wait, enquiry if they would prefer to be contacted back, and take appropriate details. E.g. “I’m sorry, the line is busy. Would you like hold on the line or call back again.”
如果来电因某种原因被打断,包括传呼或定位一个客人,电话必须被保持。通常要将电话保持住时要得到客人的许可。如果来电者不准备等待,询问他们是否愿意稍后再打来,并提供适当的细节。
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