Answer The 400 Phone Standard Language To Make You Excellent Customer Service.

1. Normal booking procedures

1, beginning language

[1] Hello, Peng Da holiday reservation center. May I help you?

[2] Hello, reservations center. May I help you?

[3] Hello, Peng Da holiday. What can I do for you?

2.

1. Excuse me, are you our owner?

2. In order to ensure the security of your card, verify your identity with you first.

May I have your full name, please?

[3] hello.

May I have your card number, sir?

[4] Thank you! May I have your ID card number, please?

5. Thank you very much for your cooperation.

3, booking requirements

[1] please ask

Which city's hotel? "

"Would you like to reserve a hotel in Penglai or Wuzhen?"

[2] "how many rooms do you need to reserve?"

[3] how many days do you check in? How many days do you stay? (for customers to say today, tomorrow or week of the day must be verified), customers who book 3-5 days ahead of schedule.

For failing to advance in advance

Customers:

I'm sorry.

Sir, you did not book in advance at the stipulated time, but we will try our best to meet your booking needs.

[4] "what time do you arrive at the store?"

Matters needing attention:

1, for afternoon time, please confirm with standard time.

For example, "the room is reserved for you from 16:00 to 18:00".

2, for customers arriving at the store in the morning, "keep the room from 24:00 to the early hours of the morning (and indicate the number of points in the morning).

3, the name must be verbatim word recognition, must leave the full name.

4, do not leave only a surname (* Mr.) and other vague names. Each room will provide at least one name.

5, if the guest has no real name for the time being, ask for a subscription.

Be sure to explain to the guest, "I will first make a name with your name. If you know the name of the real person, please make sure that the guest is changed so as not to affect the guests."

4, verify information

[1] "check your booking information with you. Your reservation is Penglai Golden harbour hotel. In November, 20 check in 23, and two standard rooms. The room is kept at 18:00 at the latest. Is that right?"

[2] if your schedule changes or needs to be delayed, please inform us in advance.

All right? "

For customers who fail to book in advance at the prescribed time:

Since you haven't made a reservation in advance, I need to confirm the room with your hotel. Your phone number is...

Yes, I'll give you a reply in ten minutes. Can you see it?

[3] do you have any other requirements?

5. End the call.

[1] Thank you for calling.

I hope to serve you again. Goodbye! "

[2] wait for customers to hang up and end the call. Be sure to wait until the customer has hung up the phone before the operator can hang up!

Two. Order change

opening sentence

[1] Hello, may I help you?

2. Excuse me, are you Mr. Lee / miss?

Verify customer information (check: hotel name, check-in name, check-in date)

[2] enquiry to the order: "what is your reservation for the Golden Bay Hotel? * * * to the 2 standard rooms of * *?"

[4] the number of points after accepting the change is: "the Golden Port Hotel you booked, originally revised in November 20th, will be changed to stay in November 25th only."

5. Confirmation of SMS after confirmation. If there is any problem, please contact with you.

Concluding remarks

1. Thank you for calling! I hope to serve you again. Goodbye!

[2] waiting for customers to hang up the phone, the process is over.

Three, cancellation of orders

opening sentence

[1] Hello, what can I do for you?

[2] are you Mr. Lee / miss? Verify customer information (check: hotel name, check-in name, check-in date)

[3] enquiry to the order: "do you want to cancel the Golden Bay Hotel, * * * to the 2 rooms of * *?"

Mining reasons and subsequent services

1. Well, your reservation has been cancelled for you. Can you ask the reason for your cancellation?

[2] travel changes: Thank you for calling, do you need any other help?

No, May Hotel: sorry, it's not convenient for you. I recommend another hotel for you. Do you think so?

End Call

[1] Thank you for calling. I hope to serve you again. Goodbye!

[2] we need to inquire about the ticket: "OK, wait a moment, please" to the ticket reservation page.

[3] wait for customers to hang up and end the call.

Remarks:

For friends booking:

1. What is the name and ID number of the guest?

[2] please provide contact information.