In our daily life and work, answering the phone has to be said to be a simple but extremely important thing. Because a bad phone call is an opportunity to bring us performance and income, we must pay attention to it, especially in the service industry. The following is what I recommend to you. Welcome to read!

Courtesy language in catering telephone service

1. Speak in a civilized way and serve warmly

***1*** Reception service uses polite language, which is persistent and used to it. As soon as you answer the call, the honorific words take the lead, such as saying "hello!" " , "please speak" and so on.

* * * 2 * * should be humble in tone and sincere in attitude. No matter what attitude the caller takes when speaking, the operator should always keep his tone humble and sincere, and never contradict the caller and have an argument.

* * * 3 * * The tone should be cordial and euphemistic. Have the spirit of helping others to solve problems and be willing to help others. Speak in a kind and euphemistic tone, so that the caller can feel your concern and assistance.

the timbre of * * * 4 * * should be soft and sweet, so that the caller can feel at home as if he heard the call of relatives at home.

* * * 5 * * should be pronounced accurately and clearly. No matter which language and dialect you speak, you should pronounce it accurately and clearly. Only in this way can we ensure that the other party can hear clearly.

* * * 6 * * The language should be concise and the words used should be appropriate. Speak concisely, don't bother, use words properly, don't misunderstand, and don't blurt out vulgar language.

* * * 7 * * The speaking speed should be moderate. According to different objects, the speaking speed should be properly controlled. For those who are in a hurry, they should not give people the feeling of being slow and deliberately delaying time. For the elderly or those who are difficult to communicate with each other, the speaking speed should be appropriately slowed down in order to achieve the purpose of being clear and correct.

catering service terms

* * 1 * * * be patient in interpretation. When the caller has questions for help, the operator has the responsibility to patiently try his best to explain to the other party, and must not ignore it and hang up the phone quietly. If the extension to which the caller wants to connect is busy, he should say "Sorry, the line in XX room is busy, please wait a moment" or "Sorry, the line to XX place is not available, please call back later".

* * * 2 * * Accept complaints with an open mind. When the caller complains about the service quality of the hotel, he should listen carefully with an open mind and promise that the caller will inform the relevant departments in time, and never refuse or interrupt the call.

* * * 3 * * The wake-up call should be on time. If the hotel guest calls for a wake-up service at a certain time, the operator should make an accurate and complete record immediately. If it is not his turn to be on duty, he should explain to the operator who will take over after work, and wake the guest on time as required, so as not to delay the work or schedule of the guest.

* * * 4 * * For services such as valet message, valet dialing and telephone inquiry, you should not be afraid of trouble. Never say "I'm not available" or "I don't know" to a guest. Even if you still fail to meet the requirements of the guests through repeated efforts, you should take the initiative to explain and apologize to the guests.

* * * 5 * * Guests who are in arrears with long-distance telephone charges should be politely reminded and patiently persuaded. Don't be rude or rude. In case of complicated problems, they can be referred to the front desk for handling.

etiquette for catering telephone service

***6*** The operator is engaged in a confidential job, and the information inside the hotel and the private information of the guests can't be leaked, which is both organizational discipline and courtesy. In order to maintain the reputation of the hotel, the operator is not allowed to disclose the situation of the hotel and the guests to the outside world to ensure that the guests in the hotel are not disturbed or have accidents.

four requirements for answering the phone

there are many guests coming and going in the hotel, so the waiter should also standardize the service when answering the phone to establish the image of our store.

1. Use address correctly

* * 1 * * * Address by position. First of all, try to know the names and positions of the guests, and call them by their surnames, such as Director Zhang, Section Chief Wang and Dr. Wu. If you don't know your name, you can only know your position, or you can call your position directly to solve your immediate needs, such as chairman, general manager, manager, director, etc. If you only know his surname but don't know his position, you can also address him with "Mr" or "Miss" or "Ms" according to his surname.

***2*** by age. If you can't know your name and position, you can address the guests according to their age and gender, such as: Mr., Mrs., Miss, Old Man, Children, etc.

***3*** Address by status. If the phone call is from the army, and the other party gives his surname, position or rank, he should be addressed according to the rank level, such as division commander, colonel, company commander and general. Officials who are temporarily unclear about their ranks can be collectively referred to as "heads." Soldiers without ranks can be called "comrades" or "* * * comrades" * * * only for domestic soldiers. For local officials in China, if they know their positions, they should be called by their positions. If they don't know their positions, they can be called Mr. or comrades. If you don't know anything about the other party, the other party is a man and should be called Mr.; If the other party is a lady, you should first ask the other party, "What should I call you?" Then choose the address according to the information provided by the other party. Never address the other party at will to avoid misunderstanding.

2. Use honorifics correctly

The honorifics on the phone generally include "you", "hello", "please", "excuse me", "thank you", "can you", "can you do it for me", "please" and "thank you".

3. Pay attention to the pronunciation of homophones and words that are easy to cause misunderstanding.