Telephone Etiquette电话礼仪

.,电话礼仪,TelephoneEtiquette邹林宗,.,CourseOutline课程大纲,Answeringcalls接听电话Makingcalls打电话Endingatelephoneconversation结束通话Practicaltips实用提示,.,一、Answeringcalls接听电话,Standard标准Callforme找我的Onhold在线等候Callforsomeonearound电话是找附近的人Callforsomeonenotaround所找的人不在附近Callforsomeonenotavailable所找的人无法接听Wrongnumber要找的号码错误Pickupcallonotherextension代接电话Handlingmorethanonecall同时接听几个电话,.,1.Standard标准,Answerthephonewithin3ringsusingsmilingvoice.铃响三声以内用微笑的声音接听电话。,Example例子：接听外线：GoodMorning.RamadaZibo.Jackyspeaking.HowmayIhelpyou?早上好/下午好/晚上好，淄博华美达大酒店。有什么可以帮到您的吗？接听內线：GoodMorning.reception,Jackyspeaking.HowmayIhelpyou?早上好/下午好/晚上好,前台，我是杰克。有什么可以帮到您的吗？,Greeting问候Identifydepartmentorsection报部门Identifyyourself报姓名Offeringhelp主动提供帮助,.,2.Callforme找我的,Confirmthatyouaretheverypersonand/oraskwhothecalleris(ifhedidnottellyou).确证你就是要找的人并/或询问对方是谁（如果对方未讲）。Keepsmilinganduseacourteousvoice,showyouarewillingtohelp.保持微笑及使用礼貌用语，显示出你乐意相助。,Example例子：Yes,speaking我是，请讲。MayIknowwhoiscalling?请问您是哪位？HowmayIhelpyou?有什么可以帮到您的吗？,.,3.Onhold在线等候,Explainthatyouneedtimetodowhatandtellthecallerhowlongitwilltake.向来电者说明你需要多长时间去做什么。,Givetheoptiontocallerwhethertoholdonorbecalledbackifittakesmorethan1minute.如果需要时间超过1分钟让对方选择是在线等候还是你打回去。,Thankthecallerwhenyoucomeback回来时要感谢对方等候。,Example例子：Onemoment,please.Letmecheckforyou.请稍等，我帮您查一下。Itwouldtake2minutes.大概要2分钟。WouldyouliketoholdonorshouldIcallyoubacklater?请问您是愿意等候还是我稍后打回给您？Thankyouforholding.谢谢您的等候。,.,4.Callforsomeonearound电话是找附近的人,Askwhoiscallingandtellthecalleryouwillputtheoneonphone.询问来电者姓名并告诉对方你会让所找的人接听。Telltheveryonewhoiscallingandputhimonphoneorpassthephonethrough.告诉所找的人谁找他，并将电话交予对方或将电话转接。,Example例子：MayIknowwhoiscalling?请问您是哪位？Allright,Sir,IwillaskMs.Btoansweryourcallimmediately.好的先生，我马上叫B小姐来接听。,Note提示：Neversaywordssuchas“OK”or“Whoareyou?”绝不说”OK”或“你是谁啊？”,.,5.Callforsomeonenotaround所找的人不在附近,Tellthecallerthepersonisnotaroundandaskhimwhethertoleaveamessageorcallbacklater告诉来电者所找的人不在附近，询问对方是否留言或稍后打来。Takedownthename、time、dateandnumber;repeatnameandnumber.Remembertowriteyournameonthemassage!记下来电时间、日期，来电人姓名及号码并重复姓名及号码。别忘了在留言上写下你的名字哦！,Example例子：Onemoment,please.Letmecheckforyou.请稍等，我帮您查一下。Itwouldtake2minutes.大概要2分钟。WouldyouliketoholdonorshouldIcallyoubacklater?请问您是愿意等候还是我稍后打回给您？Thankyouforholding.谢谢您的等候。,.,6.Callforsomeonenotavailable所找的人无法接听,Similarstepas“notaround”.步骤和不在附近相同Onlydifferenceisyoushouldaskthecallerwhethertocallbacklateroraskthepersontocallhimlater.唯一区别是询问来电者稍后再打来还是让所找的人一会儿打过去。,Example例子：Mr.A,IamsorryMs.Bisonanotherphone.不好意思，B小姐正在接另一个电话。WouldyouliketoleaveamessageorshouldIaskMs.Btocallyoulater?请问您是否需要留言或者请她稍后打给您？,.,7.对方打错电话,Politelytellthecallerhesgotawrongnumber.礼貌的告诉来电者打错电话了。Assistthecallerbytransferringifyouknowtheextension,otherwise,kindlyreferthecallertothehoteloperator.如果知道或者可以查到正确的号码，协助转往正确的分机，否则友好的告诉来电者打总机转。,例如：Iamsorrythepersonyouarelookingforisatextension1234.对不起，你要找的人分机号码是1234。Iwillpassyouthroughtohim.我会帮你转接。,.,8.Pickupcallonotherextension代接电话,Neverletthecallonotherextensioninyourareabeignored.绝不可对你所在区域其他分机上的电话置之不理。Ifyouarenotonthephone,answercallbyusingcallpickup.Stepsaresameasansweringcallandcallforpersonnotaround.如果你的分机有空，用代接功能接听。步骤与接听电话和电话不在附近的人相同。,Note提示：Press*71+Ext.todocallpickup按*71+分机号代接电话orPress*72ifinthesameoffice或者在一个办公室按*72代接电话,.,9.Handlingmorethanonecall同时接听几个电话,Kindlyasktheotherpartytoholdonandanswerthecallontheotherextension.Stepslikementionedbefore.礼貌请求对方同意你接听另外一个电话，然后转过去接听响铃分机。步骤与前面提到过的相同。Quicklyprioritizeandfocusononecallonly.迅速决定哪一个重要并只专注于一个电话。,例如：IamsorrySir.Ivegotanothercall.Couldyouwaitformeamoment?很抱歉先生，我有另外一个电话，您稍等好吗？我马上回来。Thankyouforwaitingsir.ButcouldIcallyoubacklater.Thereissomethingurgent.对不起先生。我稍后给您回话好吗？那个电话里有点急事。,.,二、Makingcalls打电话,Standard标准Theverypersonisnotaround/notavailable你找的人不在/无法接听Oops!Wrongnumber糟糕，打错了,.,1.Standard标准,Example例子：GoodMorning,thisisJackyfromRamadaZiBoFODept.您好，我是淄博华美达酒店前厅部杰克。Iamcallingfortheregistrationformofthetrainingcourse.我打电话来是问一下你们培训课程报名表的事。MayIspeaktoMs.C?请问C小姐在吗？,Greeting问候Identifydepartmentorsectionorhotel报部门酒店Identifyyourself报姓名Tellthepersonwhyyoucallorwhomyoucallfor说明去电意图或报出要找的人,.,2.Thepersonyouwantisnotaround/available你要找的人不在/无法接听,Tellthepersonansweringthecallpolitelyyournameandphonenumberandasktopassthemessageortelltheoneyoucallforthatyouwouldcallbacklater.礼貌地告诉接听的人你的姓名及号码，并请对方转达留言或转告你要找的人你会稍后再打来。,Example例子：Couldyoutakeamessageforme?PleasetellMs.BthatJackyofFOdept.called.麻烦您帮我留言好吗？请您转告前厅部杰克打电话找过她。Pleaseaskhertocallmeat1234./PleasetellherIwillcallbacklater.请您告诉她给我回复，号码1234。或请转告她我稍后会再打来。,.,3.Oops!Wrongnumber!糟糕，打错了！,Neverhangupwithoutaword!绝对不可以一声不响的把电话挂了！Apologizeforthemistake.Ofyouarenotsureofthenumberyouarecalling.Youmayfindassistancehere.要为打错电话道歉。如果你不确定要砸找的号码，没准对方可以帮你呢？,Example例子：Oh,Iamsosorry.Ivegotthewrongnumber.哦，对不起，我打错电话了。IwascallingforDepartmentC.Doyouhappentoknowtheirnumber?我要找的是C部门。您知道他们的号码吗？,.,三、Endingatelephoneconversation结束通话,Thanktheotherparty.感谢对方。Handupgentlyafterhim/heriftheotherpartyisaguestorsuperior.如果对方是客人或级别比你高的人，在对方之后轻轻放下电话。,Example例子：Thankyouforcalling.感谢您的来电。,.,Name3thingsrelatetotoneofvoicethatyoushouldrememberwhenusingthetelephone.说出三件使用电话时你应记住跟语气有关的事。Why