etiquette 电话礼仪 （1）课件

Telephone Etiquette 电话礼仪 Telephone Etiquette 电话礼仪 The Phone is Ringing!电话铃响了 Telephone Etiquette 电话礼仪 wPick up the call within 3 rings using smiling voice 铃响三声之内用微笑的声音接起 wGreeting/Department/Identify Yourself/Offering Help 问候/报部门/报自己/主动提供帮助 Telephone Etiquette 电话礼仪 w Good Morning/Good Afternoon/Good Evening/Nihao 早上好/下午好/晚上好/你好 w Front Desk 前台 w Eric Speaking 我是Eric w How May I help you? 请问有什么我能帮到的吗？ Telephone Etiquette 电话礼仪 wWhy Do We Do That? 我们为什么这样做？ Telephone Etiquette 电话礼仪 The Call Is For Me.是找我的 Telephone Etiquette 电话礼仪 w Confirm That You Are The Very Person And/ OR Check Who Is The Caller (If S/He Didnt Tell You). 确认你就是要找的人并/或询问对方是谁 (如果对方未讲的话)。 w Keep Smiling and Use a Courteous Voice， Show You Are Willing to Help 保持微笑及使用礼貌的语气，显示出你乐意 相助 Telephone Etiquette 电话礼仪 w Yes, speaking. 我是，请讲 w (May I know whos speaking?) (请问您是哪位？) w How May I Help You? 请问有什么我能帮到的？ Telephone Etiquette 电话礼仪 wWhy Do We Do That? 我们为什么这样做？ Telephone Etiquette 电话礼仪 One Moment, Please. Let Me Check for You. 请稍等，我来帮您查一下。 Telephone Etiquette 电话礼仪 w Explain That You Need Time to Do What and Advice the Caller How Long It Will Take. If It Takes More Than 3 Minutes, Ask the Caller Whether S/he Would Prefer to Hold On or Be Called Back. 向来电者说明你需要多长时间去做什么。如 果超过3分钟，征得对方同意是候住还是过会 儿你打过去。（如果是候住，每隔30秒或一 分钟需要汇报一下进度）。 Telephone Etiquette 电话礼仪 w One Moment, Please. Let Me Check For You. It would Take xx Minutes. Would You Like to Hold or Should I Call You Back Later? 请稍候，我帮您查一下。大概要xx分钟。请 问您愿意等候还是我查完了给您打回电话？ Telephone Etiquette 电话礼仪 w Why we do that? 我们为什么这样做？ Telephone Etiquette 电话礼仪 Call For Others Around 找在附近的人的电话 Telephone Etiquette 电话礼仪 wAsk Whos Calling Repeat Name & Number. 告诉来电者所找的人不在附近，询问对方是 否留言或呆会儿再打来。根据对方选择而行 动。 写下来电时间、日期、来电人姓名及电 话号码并重复姓名及电话。 Telephone Etiquette 电话礼仪 w Im Sorry Ms B Is Not Around. Would You Like to leave a Message or Call Her Later, Mr. A? May I Have Your Telephone Number? May I Repeat? 很抱歉B小姐不在。A先生，您愿意留言还是 呆会儿再打来？请问您的号码是多少？我重 复一下好吗？ Telephone Etiquette 电话礼仪 wWhy we do that? 我们为什么这样做？ Telephone Etiquette 电话礼仪 Call For Others Not Available 所找的人无法接听 Telephone Etiquette 电话礼仪 w The Similar Steps As Not Around. Only Difference Is You Should Ask The Caller Whether To Call Back Or Ask The Person To Call Him/ Or Her Later. 与“不在附近” 步骤相同。唯一的区别是询问 来电者是呆会儿再打来还是让所找的人一会 儿打过去。 Telephone Etiquette 电话礼仪 w Mr. A, Im Sorry Ms B Is On Another Phone(). Would You Like To Call Back Or Should I Ask Ms B To Call You Later? A先生，B小姐正好在接另一个电话 (*)。您是 呆会儿打来还是我让B小姐一会儿打给您？ Telephone Etiquette 电话礼仪 wWhy we do that? 我们为什么这样做？ Telephone Etiquette 电话礼仪 Oh, Youve Got A Wrong Number 哦，您打错啦 Telephone Etiquette 电话礼仪 w Politely Tell The Caller S/hes Got A Wrong Number And Assist Him/Her To Transfer If You Know Or Can Find The Extension Number For Him/Her. Otherwise Kindly Refer The Caller To Hotel Operator. 礼貌地告诉来电者打错了电话；如果 你知道或可以查到正确的号码，协助转 往正确的分机；否则，友好地告诉来电 者打总机转过去。 Telephone Etiquette 电话礼仪 w Im Sorry The Person/Department You Are Looking For Is At Extension XXXX.对不起，您 要找的人/部门的分机号是XXXX w Im Sorry This IS Department B. One Moment, Please. Let Me Check Their Extension Number for You.对不起，这里是B部门。请稍候，我给您 查一下他们的号码。 w Their Number Is XXXX. Let Me Put You Through.(Press “R” & Ext. No.) 号码是XXXX，我帮您转过去吧。(按R键+分机号 ） w Im Sorry I Cannot Find Their Number (Transfer Call From This Extension). Could You Please Ask the Hotel Operator For Assistance? 很抱歉我找不到他们的号码(这个分机转不了电话 )。请你打总机让他们帮您，行吗？ Telephone Etiquette 电话礼仪 wWhy we do that? 我们为什么这样做？ Telephone Etiquette 电话礼仪 I am Calling 是我呀 Telephone Etiquette 电话礼仪 wGreeting/Identify Your Department & Yourself/Tell the Person What You Want or Whom You Are Calling For 问候/报出自己的部门及姓名/说明 来意或报出要找的人 Telephone Etiquette 电话礼仪 w Good Morning. This Is Eric Lian of Front Desk.您好，我是前台的连化冰。 A) Im Calling for the Registration Form of the Training Courses.我打电话来是问 一下你们培训课程的报名表的事。 B) May I Speak to Ms C? 请问C小姐在吗？ Telephone Etiquette 电话礼仪 wWhy we do that? 我们为什么这样做？ Telephone Etiquette 电话礼仪 The Very Person You Want Is Not Around/Not Available 你要找的人不在/无法接听 Telephone Etiquette 电话礼仪 wTell The Other Party Your Name & Extension And Politely Ask to Pass The Message Or Tell The Other Party You Would Call Back Later. 告诉接电话的人你的姓名及分机号 ，礼貌地请对方转告留言或转告你 迟点会再打来。 Telephone Etiquette 电话礼仪 wCould You Take A Message? Please Tell Ms B Eric Of Front Desk Department Called And Ask Her To Call Me at XXXX (or I Will Call Back Later). 麻烦您帮我留言好吗？请您转告B 小姐前台的Eric打过电话找她，请 她打XXXX分机回电话给我(或：我 呆会儿会再打来）。 Telephone Etiquette 电话礼仪 wWhy we do that? 我们为什么这样做？ Telephone Etiquette 电话礼仪 Hoops! Wrong Number 糟糕，我打错了 Telephone Etiquette 电话礼仪 w Never Hang Up Without A Word! Apologize For The Mistake. If You Are Not Sure of The Number You Are Calling For, You May Find Assistance Here. 千万不要一言不发就把电话挂了。要为 打错电话道歉。如果你不敢确定所要找 的分机号，没准对方可以帮你哪。 Telephone Etiquette 电话礼仪 wOh, Im So Sorry. Ive Got the Wrong Number. I Was Calling Department C. Could You Happen to Know Their Number? 哦，对不起，我打错电话了。我要 找C部门。您知道他们的号码吗？ Telephone Etiquette 电话礼仪 wWhy we do that? 我们为什么这样做？ Telephone Etiquette 电话礼仪 That Phone Is Ringing ！ 那边电话响了！ Telephone Etiquette 电话礼仪 Never Let The Other Phone Be Ignored. 绝不可以对其置之不理。 1） w If You Are Not On The Phone, Do The Same as Answering The Phone by Using Call Pick Up. 如果你的分机有空，用代接功能接起电 话，代接用语与接听电话相同； Telephone Etiquette 电话礼仪 1） wPress *+XX+ext. No. 按*+XX+响铃分机号 wSame As Answering Call 与接起电话步骤相同 Telephone Etiquette 电话礼仪 Never Let The Other Phone Be Ignored. 绝不可以对其置之不理。 2） w If You Are On The Phone, Kindly Ask The Other Party To Hold On and Go to Answer the Call on The Other Extension. Quickly Decide Which One Is More Important & Focus On One Only. 如果你恰巧在电话上，礼貌地请求对方同意 你接听另一个电话， 然后过去接起响铃分机 上的电话。迅速确定哪一个重要并只专注于 一个。 Telephone Etiquette 电话礼仪 2） wIm Sorry, Ms A. Ive Got Another Call. Could You Wait For A Moment? Ill Be Right Back . (Press R To Hold & R For Undo) 很抱歉，A小姐，我有另外一个 电话，麻烦您稍等好吗？我马上 回来。(按 R 键候住，再按则取消 ） Telephone Etiquette 电话礼仪 2） w Same Steps As Answering Call 与接听电话步骤同 w Im Sorry, Mr.B. I Have Ms A On The Other Phone. Could You Wait For A Moment & I Will Be Right Back. (R) 抱歉B先生，A小姐在另一个电话上。您稍 等一下好吗，我马上回来。(R键） w Im Sorry Mr.B. I Have Ms On The Other Phone. Could I Call You Back Later? 抱歉B先生，A小姐在另一个电话上。 我呆 会儿打回给您行吗？ Telephone Etiquette 电话礼仪 2） w Sorry For Keep You Waiting, Ms A. 抱歉让您久等，A小姐。 a) Mr.B Has Something Urgent. Could I Call You Back Later? B先生有急事找我，我一会儿打回给 您行吗？ b) Please Continu