Telephone Etiquette电话礼仪

1、电 话 礼 仪,telephone etiquette,course outline 课程大纲,answering calls 接听电话 making calls 打电话 ending a telephone conversation 结束通话 practical tips 实用提示,一、answering calls 接听电话,standard 标准 call for me 找我的 on hold 在线等候 call for someone around 电话是找附近的人 call for someone not around 所找的人不在附近 call for someone not av

2、ailable 所找的人无法接听 wrong number 要找的号码错误 pick up call on other extension 代接电话 handling more than one call 同时接听几个电话,1.standard 标准,answer the phone within 3 rings using smiling voice. 铃响三声以内用微笑的声音接听电话,example 例子： 接听外线：good morning.ramada zibo.jacky speaking. how may i help you? 早上好/下午好/晚上好，淄博华美达大酒店。有什么可以

3、帮到您的吗？ 接听內线：good morning. reception ,jacky speaking. how may i help you? 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 identify department or section 报部门 identify yourself 报姓名 offering help 主动提供帮助,2.call for me 找我的,confirm that you are the very person and/or ask who the caller is(if he did not tell yo

4、u) . 确证你就是要找的人并/或询问对方是谁（如果对方未讲）。 keep smiling and use a courteous voice, show you are willing to help. 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。 may i know who is calling? 请问您是哪位？ how may i help you? 有什么可以帮到您的吗,3.on hold 在线等候,explain that you need time to do what and tell the caller how

5、long it will take . 向来电者说明你需要多长时间去做什么,give the option to caller whether to hold on or be called back if it takes more than 1 minute . 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,thank the caller when you come back回来时要感谢对方等候,example 例子： one moment, please. let me check for you.请稍等，我帮您查一下。 it would take 2 minutes.大概要

6、2分钟。 would you like to hold on or should i call you back later?请问您是愿意等候还是我稍后打回给您？ thank you for holding. 谢谢您的等候,4.call for someone around电话是找附近的人,ask who is calling and tell the caller you will put the one on phone. 询问来电者姓名并告诉对方你会让所找的人接听。 tell the very one who is calling and put him on phone or pass

7、 the phone through. 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： may i know who is calling? 请问您是哪位？ all right, sir, i will ask ms.b to answer your call immediately. 好的先生，我马上叫b小姐来接听,note 提示： never say words such as “ok” or “who are you?” 绝不说”ok”或“你是谁啊,5.call for someone not around所找的人不在附近,tell the caller the

8、 person is not around and ask him whether to leave a message or call back later 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。 take down the name、time、date and number; repeat name and number. remember to write your name on the massage! 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： one moment, please. let me

9、check for you. 请稍等，我帮您查一下。 it would take 2 minutes.大概要2分钟。 would you like to hold on or should i call you back later?请问您是愿意等候还是我稍后打回给您？ thank you for holding. 谢谢您的等候,6.call for someone not available所找的人无法接听,similar step as “not around”. 步骤和不在附近相同 only difference is you should ask the caller whether

10、to call back later or ask the person to call him later . 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, i am sorry ms.b is on another phone. 不好意思，b小姐正在接另一个电话。 would you like to leave a message or should i ask ms.b to call you later? 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,politely tell the caller hes got a wron

11、g number. 礼貌的告诉来电者打错电话了。 assist the caller by transferring if you know the extension, otherwise, kindly refer the caller to the hotel operator. 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：i am sorry the person you are looking for is at extension 1234. 对不起，你要找的人分机号码是1234。 i will pass you through to h

12、im. 我会帮你转接,8.pick up call on other extension 代接电话,never let the call on other extension in your area be ignored. 绝不可对你所在区域其他分机上的电话置之不理。 if you are not on the phone, answer call by using call pick up. steps are same as answering call and call for person not around. 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

13、,note 提示： press *71+ext. to do call pick up 按*71+分机号代接电话 or press *72 if in the same office 或者在一个办公室按*72 代接电话,9.handling more than one call 同时接听几个电话,kindly ask the other party to hold on and answer the call on the other extension. steps like mentioned before. 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

14、同。 quickly prioritize and focus on one call only. 迅速决定哪一个重要并只专注于一个电话,例如：i am sorry sir. ive got another call. could you wait for me a moment? 很抱歉先生，我有另外一个电话，您稍等好吗？我马上回来。 thank you for waiting sir. but could i call you back later. there is something urgent. 对不起先生。我稍后给您回话好吗？那个电话里有点急事,二、making calls打电话

15、,standard 标准 the very person is not around/not available 你找的人不在/无法接听 oops! wrong number 糟糕，打错了,1.standard 标准,example 例子： good morning, this is jacky from ramada zibo fo dept. 您好，我是淄博华美达酒店前厅部杰克。 i am calling for the registration form of the training course. 我打电话来是问一下你们培训课程报名表的事。 may i speak to ms.c?

16、请问c小姐在吗,greeting 问候 identify department or section or hotel报部门酒店 identify yourself 报姓名 tell the person why you call or whom you call for 说明去电意图或报出要找的人,2.the person you want is not around/available 你要找的人不在/无法接听,tell the person answering the call politely your name and phone number and ask to pass the

17、 message or tell the one you call for that you would call back later.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： could you take a message for me? please tell ms.b that jacky of fo dept. 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。 please ask her to call me at 1234./please tell her i will call back la

18、ter. 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! wrong number! 糟糕，打错了,never hang up without a word! 绝对不可以一声不响的把电话挂了！ apologize for the mistake. of you are not sure of the number you are calling. you may find assistance here. 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, i am so sorry. ive got the wrong number. 哦，对不起，我打错电话了。 i was calling for department c. do you happen to know their number? 我要找的是c部门。您知道他们的号码吗,三、ending a tele