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1、接聽電話標(biāo)準(zhǔn) StandardTelephonePhrase金沙大酒店Kingsahotel酒店話務(wù)員接進(jìn)電話HotelTelephoneOperatorIn-comingcalls店內(nèi)客人/內(nèi)線電話In-housecalls/InternalCalls早上好,XX謝謝您的來電,我是話務(wù)員XXX,請問有什么可以幫您.Goodmorning/Afternoon/Evening.ThankyouforcallingTelephoneOperator.XXXspeaking.HowmayIhelpyou.
2、轉(zhuǎn)接電話Whentransferringcalls請稍等,我現(xiàn)在為您轉(zhuǎn)接.Onemomentplease,Iwillputyouthrough.問訊電話Whenpeopleaskforinformation當(dāng)然可以,先生/女士(回答客人問訊)Certainly,Sir/Madam(Givetherequestedinformation)Certainly,Mr./Ms…..(Givetheinformation)–in-houseguest.當(dāng)您需要回復(fù)客人時Whenyouneedtocallagu
3、estback我能稍后給您回復(fù)嗎….MayIcallyoubackinXXminutes…..(Statetime)當(dāng)您詢問客人的姓名拼寫時Whenyouneedtohavethecallerspell his/hername請問您的名字是怎樣拼寫?Howdoyouspellthesurname?當(dāng)您請客人稍候時Whenyouneedtoputsomeoneonhold先生/女士…請您稍等或者我稍后給您回復(fù)好嗎…(給客人解釋為什么需要他等候,)…(當(dāng)把電話接過來時,)感謝客人的等候Mr./Ms…..
4、WouldyoumindholdingforamomentormayIcallyoubackin….(statetime)?(Explainwhyyouneedtoputthecalleronholdandwaitforconfirmation)…..(andwhenyoucomeback)….ThankyouforholdingMr./Ms當(dāng)您無法為客人提供確定信息時Whenyouneedtogiveinformationnotreadilyavailable我會立刻為您查詢,我稍后給您回復(fù)好嗎?
5、IwillfindoutforyouandmayIcallyoubackin….(statetime),please?當(dāng)客人向您致謝時Whensomeonethanksyou不用客氣,先生/女士.我很榮興為您服務(wù)……我很樂意為您效勞.You’rewelcomeMr./Ms……Sir/Madam.It’smypleasureI’mgladtobeofassistance.當(dāng)您接到投訴電話時Whenhandlingacomplaintcall先生/女士，我非常報歉，我讓客戶關(guān)系經(jīng)理立刻給您回復(fù)好嗎？Ia
6、mterriblysorrytohearthat.CouldIhaveourGuestRelationManagercallyoubackrightaway?Mr./Ms.NewYearStandardTelephonePhrase新年電話問候語標(biāo)準(zhǔn)AttachedpleasefindtheaboveNewYearStandardTelephonePhraseforyouraction.TheDetailsareasbelow:以下是新年期間的電話問候語，請參閱。NewYearStandardTel
7、ephonePhrase2005新年期間電話問候語From01January2005,Tuesdayat00:00hrsto2January2005,Wednesdayat24:00hrs2005年1月1日（星期二）凌晨0點(diǎn)至2005年1月2日（星期三）子夜24點(diǎn)OthersDepartment其他部門InternalCalls其他部門內(nèi)部電話HappyNewYear，Thankyouforcalling(NameofDepartment部門名稱）XXSpeaking(yourname),Howma
8、yIhelpyou?新年好，XX部，Reservation預(yù)訂部Outsidecall預(yù)訂部接入電話HappyNewYear，ThankyouforcallingSmile&NaturalInternationalHotel,HowmayIhelpyou?新年好，九江遠(yuǎn)洲國際大酒店.Reservation預(yù)訂部InternalCalls預(yù)訂部內(nèi)部電話HappyNewYear，ThankyouforcallingRESERVATIONS.XXSpeaking(yourn
