전화응대 Manual

유첨3)<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p>  <o:p></o:p> <?xml:namespace prefix = v ns = "urn:schemas-microsoft-com:vml" /><v:shapetype id=_x0000_t202 o:spt="202" coordsize="21600,21600" path="m0,0l0,21600,21600,21600,21600,0xe"><v:stroke joinstyle="miter"></v:stroke><v:path o:connecttype="rect" gradientshapeok="t"></v:path></v:shapetype><v:shape id=_x0000_s1026 style="MARGIN-TOP: -23pt; Z-INDEX: 1; LEFT: 0px; MARGIN-LEFT: 80pt; WIDTH: 395pt; POSITION: absolute; HEIGHT: 27.1pt; TEXT-ALIGN: left" type="#_x0000_t202" stroked="f" fillcolor="#eaeaea"><v:shadow on="t"></v:shadow><v:textbox style="mso-next-textbox: #_x0000_s1026"> <TABLE cellSpacing=0 cellPadding=0 width="100%"> <TBODY> <TR> <TD style="BORDER-RIGHT: #ece9d8; BORDER-TOP: #ece9d8; BORDER-LEFT: #ece9d8; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent"> <DIV> 전화 응대 Standard<o:p></o:p></DIV></TD></TR></TBODY></TABLE></v:textbox></v:shape> <o:p></o:p> 1. 초기 응대어<o:p></o:p>                                                                <SPAN lang=EN-US style="FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">ggg : 영업장/부서 명칭  <SPAN lang=EN-US style="FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">nnn : 이름<o:p></o:p> <TABLE style="BORDER-RIGHT: medium none; BORDER-TOP: medium none; MARGIN-LEFT: 14.95pt; BORDER-LEFT: medium none; BORDER-BOTTOM: medium none; BORDER-COLLAPSE: collapse; mso-border-alt: solid #FF9900 .5pt; mso-padding-alt: 0cm 4.95pt 0cm 4.95pt" cellSpacing=0 cellPadding=0 border=1> <TBODY> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ff9900 0.5pt solid; PADDING-LEFT: 4.95pt; BACKGROUND: #f3f3f3; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid" vAlign=top width=93> Part<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ff9900 0.5pt solid; PADDING-LEFT: 4.95pt; BACKGROUND: #f3f3f3; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 240pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; mso-border-left-alt: solid #FF9900 .5pt" vAlign=top width=320 colSpan=3> 표준안<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ff9900 0.5pt solid; PADDING-LEFT: 4.95pt; BACKGROUND: #f3f3f3; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 205pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; mso-border-left-alt: solid #FF9900 .5pt" vAlign=top width=273> 예시<o:p></o:p></TD></TR> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93> 대표전화<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 240pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=320 colSpan=3> Good Morning?. Sheraton Grande Walkerhill<o:p></o:p> How may I help you?<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 205pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=273>  <o:p></o:p></TD></TR> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93> 객실팀<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 240pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=320 colSpan=3> Good Morning?. <SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">ggg <SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">nnnspeaking<o:p></o:p> How may I help you?<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 205pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=273> Good Morning? Douglas, Kevin speaking<o:p></o:p> How may I help you?<o:p></o:p></TD></TR> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93> 식음료팀<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 240pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=320 colSpan=3> 안녕하십니까? <SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">ggg입니다. <o:p></o:p> 무엇을 도와드릴까요?<o:p></o:p> -----<o:p></o:p> 전화주셔서 감사합니다. <o:p></o:p> 저는 <SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">nnn였습니다. <o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 205pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=273> 안녕하십니까? 석정입니다. <o:p></o:p> 무엇을 도와드릴까요?<o:p></o:p> -----<o:p></o:p> 전화주셔서 감사합니다. <o:p></o:p> 저는 김철수였습니다<o:p></o:p></TD></TR> <TR style="HEIGHT: 20.65pt"> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 20.65pt; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93> 룸서비스<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 240pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 20.65pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=320 colSpan=3> Good Morning?. Room service <o:p></o:p> May I help you?<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 205pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 20.65pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=273>  <o:p></o:p></TD></TR> <TR style="HEIGHT: 6.75pt"> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 6.75pt; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93 rowSpan=3> 면세점<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 50pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 6.75pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=67 colSpan=2> 사무실<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 190pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 6.75pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=253> 안녕하십니까?<o:p></o:p> 워커힐 면세점 <SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">nnn입니다. <o:p></o:p> 무엇을 도와드릴까요? <o:p></o:p> ---- <o:p></o:p> 전화주셔서 감사합니다. <o:p></o:p> 좋은 하루 되십시오.<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 205pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 6.75pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=273> 안녕하십니까?<o:p></o:p> 워커힐 면세점 김철수입니다. <o:p></o:p> 무엇을 도와 드릴까요?<o:p></o:p> ---<o:p></o:p> 전화주셔서 감사합니다. <o:p></o:p> 좋은 하루 되십시오.<o:p></o:p></TD></TR> <TR style="HEIGHT: 6.75pt"> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 50pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 6.75pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=67 colSpan=2> 매장<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 190pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 6.75pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=253> 안녕하십니까? <SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">ggg <SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">nnn 입니다.<o:p></o:p> 무엇을 도와 드릴까요?<o:p></o:p> ---- <o:p></o:p> 전화주셔서 감사합니다. <o:p></o:p> 좋은 하루 되십시오.<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 205pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 6.75pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=273> 안녕하십니까? 구찌 김철수입니다. <o:p></o:p> 무엇을 도와 드릴까요?<o:p></o:p> ---- <o:p></o:p> 전화주셔서 감사합니다. <o:p></o:p> 좋은 하루 되십시오.<o:p></o:p></TD></TR> <TR style="HEIGHT: 6.75pt"> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 50pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 6.75pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=67 colSpan=2> Desk<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 190pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 6.75pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=253> 안녕하십니까? 워커힐 면세점 입니다. <o:p></o:p> 무엇을 도와 드릴까요?<o:p></o:p> ---- <o:p></o:p> 전화주셔서 감사합니다. <o:p></o:p> 좋은 하루 되십시오.<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 205pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 6.75pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" width=273>  <o:p></o:p></TD></TR> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93> 지원부서/<o:p></o:p> 조리팀<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 240pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=320 colSpan=3> <SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">ggg  <SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: Marlett; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Marlett">nnn입니다.<o:p></o:p> 무엇을 도와드릴까요?<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 205pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=273> 인력팀 김철수입니다. <o:p></o:p> 무엇을 도와드릴까요?<o:p></o:p></TD></TR> <TR style="HEIGHT: 13.9pt"> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 13.9pt; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93 rowSpan=2> 고객지원팀<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 26.9pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 13.9pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=36> 외<o:p></o:p> 부<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 213.1pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 13.9pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=284 colSpan=2> Good Morning? Sheraton Grande Walkerhill<o:p></o:p> How may I help you?<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 205pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 13.9pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=273 rowSpan=2>  <o:p></o:p></TD></TR> <TR style="HEIGHT: 13.85pt"> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 26.9pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 13.85pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=36> 내<o:p></o:p> 부<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 213.1pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; HEIGHT: 13.85pt; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=284 colSpan=2> Good Morning? Guest Service<o:p></o:p> How may I help you?<o:p></o:p></TD></TR> <TR height=0> <TD style="BORDER-RIGHT: #ece9d8; BORDER-TOP: #ece9d8; BORDER-LEFT: #ece9d8; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent" width=93></TD> <TD style="BORDER-RIGHT: #ece9d8; BORDER-TOP: #ece9d8; BORDER-LEFT: #ece9d8; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent" width=36></TD> <TD style="BORDER-RIGHT: #ece9d8; BORDER-TOP: #ece9d8; BORDER-LEFT: #ece9d8; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent" width=31></TD> <TD style="BORDER-RIGHT: #ece9d8; BORDER-TOP: #ece9d8; BORDER-LEFT: #ece9d8; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent" width=253></TD> <TD style="BORDER-RIGHT: #ece9d8; BORDER-TOP: #ece9d8; BORDER-LEFT: #ece9d8; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent" width=273></TD></TR></TBODY></TABLE>  <o:p></o:p> 2. 세부지침<o:p></o:p>  <o:p></o:p> <TABLE style="BORDER-RIGHT: medium none; BORDER-TOP: medium none; MARGIN-LEFT: 14.95pt; BORDER-LEFT: medium none; BORDER-BOTTOM: medium none; BORDER-COLLAPSE: collapse; mso-border-alt: solid #FF9900 .5pt; mso-padding-alt: 0cm 4.95pt 0cm 4.95pt" cellSpacing=0 cellPadding=0 border=1> <TBODY> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ff9900 0.5pt solid; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent" width=93> 첫응대<o:p></o:p></TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ff9900 0.5pt solid; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 445pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt" vAlign=top width=593> <SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: Symbol; mso-ascii-font-family: 굴림; mso-hansi-font-family: 굴림; mso-fareast-font-family: 굴림; mso-bidi-font-family: Arial; mso-char-type: symbol; mso-symbol-font-family: Symbol">¨전화벨 3번 이내에 받는다. (각 팀별 표준 응대어를 사용한다. (인사말, 소속, 이름 모두 알아 듣도록 또박또박 말한다. (전화벨이 4번 이상 울린 후 받을 경우에는 반드시 “늦게 받아 죄송합니다.”  말한 후 “무엇을 도와드릴까요”로만 응대한다. </TD></TR> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93> 고객과의 대화시</TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 445pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=593> (사무적이고 형식적인 어투를 피하고 항상 밝고 경쾌한 음성을 유지한다. (고객의 말에 경청하고 맞장구 등 적극적인 호응을 보임 (충분한 상품 지식을 통해 고객의 Needs에 맞게 간결하고 정확하게 응대한다 (고객의 반론에 먼저 수긍하고 대안을 찾는다. </TD></TR> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93> Waiting시</TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 445pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=593> (고객 대기 전후 양해를 구한다. - “네, 바로 확인해 드리겠습니다”-----------“기다리게 해서 죄송합니다” (반드시 Melody Button을 눌러 고객에게 소음이 들리지 않게 한다.</TD></TR> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93> 연결시</TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 445pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=593> (연결시키고자 하는 전화번호를 반드시 알려준다.   - “전화가 끊어지시면 0000번호로 하시면 됩니다.바로 연결해 드리겠습니다”</TD></TR> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93> 부재시</TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 445pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=593> (송화자에게 Message 전달 여부를 반드시 확인한다. (Message 전달을 요청할 경우, 송화자 및 전달하고자 하는 내용을 정확히 파악한다.   - 송화자, 전달내용, 전달자, 시간 등을 반드시 명기</TD></TR> <TR> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ff9900 0.5pt solid; WIDTH: 70pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-top-alt: solid #FF9900 .5pt" width=93> 종결시</TD> <TD style="BORDER-RIGHT: #ff9900 0.5pt solid; PADDING-RIGHT: 4.95pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 4.95pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 445pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ff9900 0.5pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid #FF9900 .5pt; mso-border-top-alt: solid #FF9900 .5pt" vAlign=top width=593> (예약의 경우, 통화 내용을 요약, 확인하고 본인의 이름을 고객에게 밝힌다. (전화 종료시 반드시 상황에 맞는 끝인사를 한다. - “전화 주셔서 감사합니다” 등 (상대방이 수화기를 내려놓는 소리를 확인하고 수화기를 내려 놓는다. </TD></TR></TBODY></TABLE>  <o:p></o:p>