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如何做一個合格的話務員
1. Answer all calls promptly within 3 rings, using the appropriate greeting.
電話鈴響三聲內接起并使用標準問候語。
2. When answering a call, pause briefly before speaking.
在結束談話前做暫時的語停頓。
3. Speak into the telephone mouthpiece or receiver.
對著話筒講話。
4. Speak clear and slowly, and maintain friendly tone and pitch.
講話慢而清晰，保持友好的語調。
5. Listen carefully to the caller’s request, DO NOT interrupt. Repeat and confirm with the caller.
仔細聆聽來電客人的要求，不能打斷，與來電客人重復確認。
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)
在所有的時間里，使用大家都知道的客人姓名，或先生/女士。（如果內線來電，房間號碼或分機號碼將被顯示在控制臺上，如有需要，可在電腦中查詢客人姓名。）
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.
在所有時間內使用正確、專業的語言，包括“Yes”或“Certainly”。“Ok”或“Yeah”是不能接受的語言，這是對客人的責任。避免使用行話或粗魯的語言。
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.”
如果來電因某種原因被打斷，包括傳呼或定位一個客人，電話必須被保持。通常要將電話保持住時要得到客人的許可。如果來電者不準備等待，詢問他們是否愿意稍后再打來，并提供適當的細節。
—北恩銷售官網(www.99999g.net)
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