The Basic Etiquette Of Answering The Phone At The Front Desk.

1. speaking civilization, serving enthusiasm

(1) the reception service is polite and persistent.

Hello, Hello, and so on.

(2) be modest and be sincere.

No matter what attitude the caller is speaking, the operator should always maintain his modesty, sincere attitude, and not contradict with the callers.

(3) tone should be kind and tactful.

It has the spirit of helping others to solve difficulties and willing to help others. When speaking, the tone is kind and euphemistic, so that the callers can feel your concern and assistance.

(4) the timbre should be soft and pleasant, so that the callers seem to hear the call of their loved ones at home and feel at home.

(5) the pronunciation must be accurate and clear.

No matter which language or dialect you want to speak, you must make your pronunciation accurate and clear.

Only in this way can we ensure that the other party can hear clearly.

(6) be concise and use proper words.

Be concise, not abusing, use words properly, do not misunderstand, and avoid blurting out vulgar language.

(7) the speed of speech should be moderate and moderate. Depending on the target audience, the speed of speech should be properly grasper. Those who are in urgent need can not give people a sense of slow and deliberate procrastination. It is necessary to slow down the speeches of the elderly or those who are not able to communicate with each other so as to achieve the purpose of understanding.

2. be patient and sincere, and maintain credibility.

(1) patience should be interpreted.

When a caller asks for help, the operator has the responsibility to patiently try to explain to the other person, so that he can not turn his back on the phone.

If the extension is busy, you should say, "sorry, the room is busy, please wait a moment" or "sorry, the line is not available. Please call back later."

(2) accept complaints.

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When a person calls a complaint about the quality of the hotel's service, he should listen carefully with an open-minded attitude, and promise that the caller will inform the Department concerned in time, and must not refuse or interrupt the call.

(3) wake-up call must be punctual.

If the guest in charge of a house calls wake-up call at some time, the operator should make an accurate and complete record at once. If it is not his turn to be on duty, he should make a good account of the attendant when he is off duty, and wake up the guests on time according to the requirements.

(4) we should not be afraid of trouble for "Valet message, customer service dial up, telephone enquiry" and other businesses.

Never say "I'm not free" or "I don't know" to guests.

Even if we still fail to meet the requirements of the guests through repeated efforts, we should take the initiative to explain and apologize to the guests.

(5) the guests who are in arrears of long-distance calls should be polite to remind them to be patient and convince them. They should not be rude or rude. They may be referred to the front desk for dealing with complex problems.

(6) the operator is engaged in a confidential job. The information inside the hotel and the private circumstances of the guests can not be leaked out. This is both the organizational discipline and the minimum requirement for courtesy and courtesy.

In order to maintain the reputation of the hotel, the operator must not disclose the situation of the hotel and guests to ensure that guests are not disturbed or accidents.

There are many guests in hotels. Therefore, the service should be standardized by waiters answering the phone, so as to establish the image of our store.

1., correct use of address.

(1) by duty.

First, try to find out the names and duties of the guests, according to their surnames, such as Zhang Juchang, Wang Ke Chang and Dr. Wu.

If you do not know your name or know your job, you can call your duties to solve immediate needs, such as chairman, general manager, manager, director, etc.

If you only know your surname and do not know your job, you can call it by "surname" or "Miss" or "Lady".

(2) by age.

If you can't know your name or position, you can give respectful titles according to the age and sex of your guests, such as: Sir, wife, miss, elderly person, child, etc.

(3) by name.

If the telephone is called by the army, the other person has reported his surname or position or rank, and should be called by rank rank, such as teacher, regiment commander, company commander and general.

Officials who are temporarily unclear about rank are collectively referred to as "heads".

For a soldier without rank, he can be called "comrade" or "comrade of the PLA".

For local officials, if they know their duties, they should be named according to their duties. If they do not know the collectively referred to as their duties, they can also be called comrades.

If you are not clear about the situation of the other person, the other person should be called a gentleman. If the other side is a lady, you should first ask the other person, "how can I address you?" then choose the address according to the information provided by the other party, so you must not call the other party at will, so as not to cause misunderstanding.

2. proper use of honorific

Honorific words on the phone usually include "you", "hello", "please", "excuse me", "trouble you", "thank you", "yes", "can you do it", "work hard", "service", "please", "thank you", "please wait", "sorry", "goodbye" and so on.

3., we should pay attention to articulation (words) for homophones and words that tend to cause misunderstanding.

Chinese language is rich and complex, with many dialects and national languages interwoven, and homophones are more.

Since telephone conversation can not be face-to-face, it is easy to cause misunderstanding and special attention should be paid to it.

Articulation in the call must be clear and avoid misuse of the two languages. For example, food is not yet dead - (Guangdong vernacular); dumplings - sleeping (not standard Mandarin); Xu Sheng (Mr. Xu) - Xu Shan (Guangdong vernacular).

4., replace the complicated professional language with the popular everyday language.

Do not let the guests speak the common language and the hotel's abbreviated professional language which is not easy to understand, so that guests do not understand the misunderstanding, such as: VIP (important guests VERY IMPORTANT PERSON); PA (public area PUBLIC AREA); DJ (sound operator DISK JOCKEY); AM (lobby assistant Manager - DISK); (General Manager) -- class gel (dish distributor "Vernacular English") and so on.

Train the basic skills of answering the phone.

1., be brief.

Answer the phone (phone), the language should be concise, clear, clear, not muddy, wasting guests' time, causing the other party's resentment.

2., be frank.

When answering or calling, no matter the person is an acquaintance or a stranger, try to make jokes or use humorous language as little as possible. Because both sides have no expression or gesture in the phone, jokes or humorous language often result in counterproductive results.

3. be responsible for

Try to identify the identity, name, work unit and telephone number of the person on the phone.

If the other person really does not want to give his name or information, do not be rude or blame the other side.

4., be polite.

When the other party dialed the wrong number, be patient to tell the other person, "sorry, you dialed the wrong number."

If you dial the wrong number, you must apologize first, then hang up the line and redial again.

5., civilization.

We should pay attention to courtesy when answering the phone. Because the hotel itself serves the guests, our aim is to satisfy the guests. We can not ask the guests how to speak, but can only emphasize how we serve. Therefore, we should pay special attention to avoid the following impoliteness phenomena in the process of answering the phone.

(1) rudeness.

The guests were rude, and the people who answered the phone were rude, tit for tat, blood for blood.

For example, "if you don't report your name, I will not turn it around for you."

The caller is impatient with the content of the phone call, and annoys or annoys the caller.

(2) arrogance.

The person who answered the phone was so aggressive that it seemed as if someone owed him something like "he is busy now, is not free now", "do not know", "no", "I have said, call again tomorrow."

This way of answering phone calls is most irritable to each other, and it is difficult for them to get rid of their unhappiness in a short time.

(3) weak and irresponsible.

The person who answers the phone is listless, listless, irresponsible to the guest's phone calls or the other's questions, often causing disappointment or weariness to the other person.

For example, "I don't know whether he is there or not," or "he was still there, not at the moment". He asked, "where did I go?" he answered "not clear" and asked, "shall I call again later?"

(4) impatience.

When answering a phone call, he would not rush to speak when he finished speaking, and he talked too much, too fast, like a machine gun fire, without paying attention to controlling his emotions and voice, so that the other person felt that the person who answered the phone was angry and trained, causing misunderstanding and adverse consequences.

(5) arbitrary and arbitrary.

Do not pay attention to listening to the content of the other person's speech, constantly interrupting other people's narration, do not pay attention to the correct understanding of the other party, whether right or not, everything by himself, his own words, did not wait for the other side to finish the line.

(6) indecisive and muddy.

When answering the phone, the answer to the other person's question is not clear, specious, hesitant and uncertain. For example, "Oh, it seems that I've heard of it, and I can't make it clear now."

(7) impatient or offensive.

Rude attitude, hard language, annoying, such as, "what is louder, what can I say? I can't hear", "go off work, fight again tomorrow", "do you have any problems with your ears? I told you I don't know. What else do you ask?"

But sometimes the next phone call may be just a work phone, which can cause undesirable consequences.

Four, how to deal with the details of answering phone calls.

(1) when you answer the phone, you must act quickly and not let the phone ring more than three tones; greet the other person: "hello"; show your identity; do not use "Hello, Hello, hello..."

(2) when making a phone call, organize the contents of the speech, put the relevant information next to the phone, greet the other side: "hello", show your identity, and turn to the topic.

(3) when telephones communicate, the distance between the microphone and the lips is 2 5~5 cm. If the sound is too close, the sound effect is not good; keep the natural tone, do not yell.