Перевести 3. use the caller's name. 4. clear positive language. no slang. 5. no jargon. 6. avoid monotone. vary your tone. 8. listen attentively. don't interrupt. 9. repeat information back to make sure it is correct. 10. be specific and helpful. 11. never give out room numbers. 12. acknowledge transfer request. let the transferee know what to expect. 13. ask for the caller's name and ask permission to place the caller on hold. 14. take a thorough message, including the name of the caller, his or her organization, his phone number, etc. 15. take a coffee break. 16. handling multiple demands: serve paying guests first, ask multiple callers to hold, tske thrm in order, offer to return call if necessary, give a specific time you will get back. 17. dealing with a dissatisfied guest: don't offer excuses - offer solutions, listen, expathize, apologize and solve the problem. 18. offer a specific time for the resolution. 19. describe the rooms : their features and benefits. offer alternatives if you are sold out.