Принятие трудного телефонного звонка

инструкции	лексическое наполнение
1. Поздоровайтесь, представьтесь и предложите помощь. Попросите говорить погромче, т.к. очень плохая связь.	Park Hotel, Reservations, Gabriella speaking. Can I help you? Hello? The line is very bad. Can you speak up a little, please?
2. Узнайте дату прибытия.	When is it for?
3. Уточните дату прибытия.	I'm sorry, I didn't catch the date.
4. Узнайте имя клиента.	What name is it, please?
5. Попросите произнести имя по буквам.	Could you spell that for me? Did you say… for …?
6. Узнайте контактный телефон клиента.	Thank you. And can I have a contact number for you?
7. Уточните контактный телефон.	Could you repeat that, please?
8. Подтвердите бронирование и попросите клиента прислать письменное подтверждение.	Thank you very much. I've made that reservation for you. … nights from the…. Would you please confirm in writing by fax or email...?
9. Завершите звонок.	Thank you for calling. Good bye.

Memo

From:

To:

Manager

All new staff

Date:

Subject:

September 5, 2007

Phone Etiquette

hotel melissa

Part of doing business in a hotel means doing business over the phone. Use the following techniques.

Always answer the call within three rings or apologize for the delay when you answer.
Answer with a friendly greeting.
Smile – it shows, even through the phone lines.
When you know the customer's name, use it in conversation
Speak clearly and slowly.
Be polite, friendly, patient, and helpful at all times.
When putting a caller on hold, always ask permission.
When taking a caller off the hold, always thank them for holding.
Before hanging up, be sure that you have answered all the caller's questions.
Always end with a pleasantry: "Have a nice day" or "It was nice speaking with you".
Let the caller hang up first.

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