Reception language

Speak politely and serve warmly.

(1) The reception service uses polite language, which is persistent and used to it. As soon as you answer the phone, honorifics take the lead, such as "hello!" " "Go ahead" and so on.

(2) Be modest 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 kind and euphemistic. Have the spirit of helping others solve problems and be willing to help others. Speak in a friendly and euphemistic tone, so that the caller can feel your concern and help.

(4) The timbre should be soft and pleasant, so that the caller seems to hear the call of relatives at home and feel at home.

(5) Pronunciation should be accurate and clear. No matter what language or dialect you speak, you should pronounce it accurately and clearly. This will 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 be wordy, use appropriate words, don't misunderstand, and don't blurt out rude words.

(7) Speak at a moderate speed. According to different callers, the speed of speech should be properly mastered. For those who are in a hurry, don't give people the feeling of deliberately delaying time. For the elderly or people with communication difficulties, we should slow down the speech appropriately to achieve the purpose of clarity and correctness.

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Patience and sincerity, maintain credibility.

(1) Explain patiently. 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 quietly.

(2) Accept complaints with an open mind. When the caller complains about the quality of service, 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) For services such as "valet message", don't be afraid of trouble. Never say "I'm not available" or "I don't know" to a guest. Even if you still can't meet the requirements of the guests after repeated efforts, you should take the initiative to explain and apologize to the guests.

(6) The operator is engaged in confidential work, and the information in the store and the private information of the guests cannot be leaked, which is not only the organizational discipline, but also the minimum requirement of etiquette.

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Use the address correctly.

The honorifics on the phone generally include "Hello", "Hello", "Please", "Excuse me", "Thank you", "Can you help me", "Please", "Thank you" and "Sorry".