文档介绍：TELEPHONE ETIQUETTE 电话服务艺术
REMEMBER, everyone who answers the telephone is a sales person.
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Why Do We Have This Training 为什么进行电话礼仪培训
The customer’s first contact with us is often a telephone call.
客人通常是通过打电话与我们的企业进行最初联系的。
Their first impression of pany could depend entirely on how you conduct that telephone conversation.
你的电话礼仪完全决定了客人对我们企业的第一印象.
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pleting this training,you will be able to: 成功的完成本课程后你将能够:
树立正确的接听电话的态度
学会如何职业化的接听电话
各种情况下的电话沟通技巧
如何完整和正确的处理电话留言
Build up correct telephone attitude
Use the business telephone more efficiently
Answer the business telephone properly
plete and accurate message
Know importance of telephone skills
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TELEPHONE COURTESY 电话服务艺术
Identify
清楚地表明身份
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迅速接听电话.
Answer promptly. By the SECOND or THIRD ring.
也不要太快接听,否则致电者会被吓一跳
Too soon and the caller will be startled
铃声响过之后...
Ring...Ring...Ring...
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早上好 精英健身俱乐部
这是….. 我可以帮您做些什么?
使客人接电话时有一种亲切专注服务的
感觉最重要的是你也会觉得很好.
Make the caller feel a sense of personalized
service–with an anticipation of good service.
Most importantly, you too will feel good.
Good Morning Smart country fitness club.
This Is … May I help you?
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TELEPHONE COURTESY 电话服务艺术
Clarify
用自然有节奏的声音讲话
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TELEPHONE COURTESY 电话服务艺术
Personalize
称呼对方,让电话人性化
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TELEPHONE COURTESY 电话服务艺术
Listen with attention
全神贯注地聆听
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TELEPHONE COURTESY 电话服务艺术
Takes notes
做好记录
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