电话占线的处理程序培训纲要

TRAININGACTIVITYOUTLINE培训活动纲要Task:ProcessingBusyLine任务:电话占线的处理程序Code序号:RM-RES-A080Objectives：Attheendofthissessionreservationsalesagentwillknowtheprocedureofprocessingbusyline.目的:在课程结束的时候预订部销售文员应懂得处理占线电话的程序。Standard：Whenanextensionisengagedorbusy,theReservationSalesAgentwilladvisethecalleraccordingly.Thecallerwillalwaysbeofferedtheoptionsofwaitingfortheextensiontobecomeavailableorleavingamessage.标准:任何情况下某分机占线时，预订部销售文员都应告诉对方。无论何时都要提供给致电者选择在分线上等待或留言的权利。Resources:FlipChart,HandoutTelephone.培训器材:白板，白板纸，培训资料，电话。Method培训方式TrainingSteps培训步骤Time时间Introduction介绍Lecture教学式PreparedonFlipChartShow“W.I.F.M”(Objectives)显示课程目的Theobjectivesofthissessionis:…(RefertoObjectivesofthisTAO)今天这堂课的目的是：（参考标准与程序〕Themaincontentofthiscourseshouldbe:5MinutesMethod培训方式TrainingSteps培训步骤Time时间Contents内容Lecture&Explanation教学式与讲解Demonstration展示Practice-RolePlay练习–角色扮演Critique评估Summary总结这节课的主要内容是：Procedureofprocessingbusyline.处理占线电话的程序。Showstepsonpreparedflipchart.Explainreasonforeachstep.Asktraineestocommentandquestiononeachstep.将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提问。Askparticipanttobeaguest.Showeachstep.Afterdemonstration.Referbacktoflipchartandreview/discusseachstep.请参与者为客人，给其讲解步骤，作展示之后，回顾白板纸上的内容，并讨论每一个步骤。Eachtraineepracticesfirstasguest,thenasReservationSalesAgent.每一个学员先作客人，后作预订部销售文员.CaseExample案例：Aguestcalltoaninhouseguestwhoisintheroomatthemoment,butwhenyoutransfertelephone,youfindthelineisbusy.一位客人打电话給一位住店客，但这15Minutes3Minutes10Minutes5MinutesMethod培训方式TrainingSteps培训步骤Time时间部电话占线。Accordingtheprocedure.按照程序。ReviewKeyPoints:回顾要点：1.Askquestionsandhaveparticipantexplainthestandardanditsimportance.提问并请参与者解释标准及其重要性2.Summarizecritiquepointsapplicabletoentiregroup总结评估过程中对整组有用的要点3.Reinforceanddiscussthepoint:加强并讨论以下要点：Procedureofprocessingbusyline.处理占线电话的程序。Total38Minutes