文档介绍：THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: Processing Busy Line
任务: 电话占线的处理程序
Code序号: RM-RES-A080
Objectives: At the end of this session reservation sales agent will know the procedure of processing busy line.
目的: 在课程结束的时候预订部销售文员应懂得处理占线电话的程序。
Standard : When an extension is engaged or busy, the Reservation Sales Agent will advise the caller accordingly. The caller will always be offered the options of waiting for the extension to e available or leaving a message.
标准: 任何情况下某分机占线时, 预订部销售文员都应告诉对方。无论何时都要提供给致电者选择在分线上等待或留言的权利。
Resources: Flip Chart, Handout Telephone.
培训器材: 白板,白板纸,培训资料,电话。
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture
教学式
Prepared on Flip Chart
Contents
内容
Lecture & Explanation
教学式与讲解
Show “ ”(Objectives)
显示课程目的
The objectives of this session is: …(Refer to Objectives of this TAO)
今天这堂课的目的是:(参考标准与程序〕
The main content of this course should be:
这节课的主要内容是:
Procedure of processing busy line.
处理占线电话的程序。
Show steps on prepared flipchart. Explain reason for each step. Ask trainees ment and question on each step.
将所有程序的主要内容事先写在准备好的白板纸上,逐步作以讲解,在讲解过程中要不时请学员发表建议并提问。
5 Minutes
15 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Demonstration
展示
Practice - Role Play
练习–角色扮演
Critique
评估
Summary
总结
Ask participant to be a guest. Show each step. After demonstration. Refe