电话礼仪技巧经典培训教程ppt课件

1、http:/ 企业管理资源网通用业企业管理资源网通用业频道频道Telephone Courtesy电电 话话 技技 巧巧http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪GENERAL GENERAL 概述概述First impressions are often the ones that stay with us longest and influence us most. 我们通常会对第一印象记忆深化，由于我们通常会对第一印象记忆深化，由于 它对我们有很深的影响。它对我们有很深的影响。The

2、way a business handles telephone calls reflects the overall attitude of a company. 接听的方式往往能反映出一个酒店接听的方式往往能反映出一个酒店 的整体素质。的整体素质。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪GENERAL GENERAL 概述概述Courteous, helpful, caring, attentive, expeditious follow up. 有礼貌地接听，自动提供协助，关有礼貌地

3、接听，自动提供协助，关 心客人的需求，并迅速，有效的跟进。心客人的需求，并迅速，有效的跟进。Telephone courtesy is an essential part of every employees interaction with guests. Anyone answering a telephone needs to have a pen and a note pad readily available. 礼仪是每一位员工与客人进展有效礼仪是每一位员工与客人进展有效 沟通的必不可少的技巧。接听话时需求沟通的必不可少的技巧。接听话时需求 预备好一支笔和一个记事本，以便记录预备好一

4、支笔和一个记事本，以便记录 说话中的信息。说话中的信息。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的礼仪正确的礼仪5. Greet the caller as you would in person - with a smile. He or she will be able to hear it. 在里问候对方时，就像与他在

5、里问候对方时，就像与他/她面她面 对面一样对面一样 - 面带浅笑。他面带浅笑。他/她在的她在的 那一边可以听得到他的浅笑。那一边可以听得到他的浅笑。6. Try to visualize the caller and give him or her your full attention. Dont try to continue working while you are talking. 想象对方在那头的情形并且全神想象对方在那头的情形并且全神 贯注地听对方在说些什么。打或接听贯注地听对方在说些什么。打或接听 时，不要干别的事情，以免分时，不要干别的事情，以免分 神。神。http:/ 企业

6、管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的礼仪正确的礼仪7. Have any papers you may need to refer to close to the phone. 将所需的资料，文件放在手边，以便将所需的资料，文件放在手边，以便 说话中随时用到。说话中随时用到。8. Use the callers name. “Tha

7、nk you for calling, Mr. Roberts. 在里，用客人的姓称号谓客人。在里，用客人的姓称号谓客人。 “赞赏您打来，罗伯特先生。赞赏您打来，罗伯特先生。9. Take time to be helpful. 随时预备协助对方。随时预备协助对方。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE TIPS FOR A POSITIVE TELEPHONE PERSONALITYPERSONALITY正确的礼仪正确的礼仪10

8、. Ask permission or explain what you are doing before transferring a call. 在转之前，要征得对方的赞同或在转之前，要征得对方的赞同或 向对方解释他将要做些什么。向对方解释他将要做些什么。11. Develop your stock of tactful responses: “She is expected in later this morning , rather than “She has not come in yet. 运用熟练的方式回答：运用熟练的方式回答：“她今早得她今早得 晚些时候回来，而不是说：晚些时候

9、回来，而不是说：“她还她还 没有回来。没有回来。 http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的礼仪正确的礼仪12. Apologize for an errors or delays. 为任何错误或延误而负疚。为任何错误或延误而负疚。 13. Use Mr. ,Mrs. or Ms. when referring to peo

10、ple within your company to outsiders. 与外部通话时，用先生，太太或小姐与外部通话时，用先生，太太或小姐 来称谓酒店内部的人员。来称谓酒店内部的人员。14. Do a quick mental rehearsal before making a call which may easily become complicated or jumbled. 打之前，先在脑海里做一个快速打之前，先在脑海里做一个快速 的彩排，否那么很容易在打时出的彩排，否那么很容易在打时出 现混乱。现混乱。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE

11、 COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的礼仪正确的礼仪15. Before starting a lengthy conversation, ask if it is a convenient time for the person to talk. 在开场一个长时间说话前，讯问对方在开场一个长时间说话前，讯问对方 能否方便。能否方便。16. Be yourself; speak naturally.

12、 自自然然，就像平常说话那样。自自然然，就像平常说话那样。All calls must be answered as soon as possible, within 3 rings, in a clear and courteous voice. 一切的都应尽快接听：在铃响一切的都应尽快接听：在铃响3 声之内以明晰的声音，礼貌的方式接声之内以明晰的声音，礼貌的方式接 听。听。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE TIPS FO

13、R A POSITIVE TELEPHONE PERSONALITYPERSONALITY正确的礼仪正确的礼仪 Anyone with a designated extension should answer their own calls. 每个有指定的任务人员都应及时每个有指定的任务人员都应及时 接听本人的。接听本人的。19. If your phone rings and you are with someone, excuse yourself and attend to the call. 当他与他人在一同时，他的响当他与他人在一同时，他的响 了，请先接听。了，请先接听。http:/

14、 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪All Division/Department Heads and secretaries, Health Club, Food & Beverage outlets, Front Office sections, Sales and Marketing and Housekeeping order takers should answer lines in English. (Hereafter called Front of the house) 一

15、切部门总监一切部门总监/经理及秘书，经理及秘书， 安康中安康中 心，餐饮部一切餐厅，前厅部一切小心，餐饮部一切餐厅，前厅部一切小 部门，市场销售部及客房部文员接听部门，市场销售部及客房部文员接听 时应运用英语。时应运用英语。(简称一线部门简称一线部门)TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的礼仪正确的礼仪 http:/ 企业管理资源网通用业企业管理资源网通用业频道频道21. Finance, Kitchen, Transportation, Engineerin

16、g, Security, Estate, artist, Staff Canteen, Clinic, other sections of Housekeeping and Human Resources office could answer lines in Chinese. (Hereafter called Heart of the House) 财务部，厨房，车队，工程部，保安财务部，厨房，车队，工程部，保安 部，物业部，市场销售部美工，员工部，物业部，市场销售部美工，员工 餐厅，医务室，客房部其它部门及人餐厅，医务室，客房部其它部门及人 力资源部办公室接听时可运用汉力资源部办公室接

17、听时可运用汉 语。语。(简称为二线部门简称为二线部门)TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的礼仪正确的礼仪 http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ANSWERING YOUR LINE ANSWERING YOUR LINE 接听时接听时For Front of the

18、HouseFor Front of the House一线部门：一线部门：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文规范问候中文规范问候2. Give the name of your department2. Give the name of your department 报出本人所在的部门称号报出本人所在的部门称号3. Give your name3. Give your name 报出本人的姓名报出本人的姓名4. Offer assistance4. Offer assistance 提供协助提供协

19、助http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪EXAMPLE EXAMPLE 例子例子“他好他好“Traders CafTraders Caf“Stella SpeakingStella Speaking“May I help you?May I help you?http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪 ANSWERING YOUR LINE ANSWERING YOUR LINE 接听

20、时接听时For Heart of the HouseFor Heart of the House二线部门：二线部门：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文规范问候中文规范问候2. Give the name of your department2. Give the name of your department 报出本人所在的部门称号报出本人所在的部门称号EXAMPLE EXAMPLE 例子例子“他好他好“财务部财务部http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE C

21、OURTESY TELEPHONE COURTESY 礼仪礼仪ANSWERING SOMEONE ELSE LINE ANSWERING SOMEONE ELSE LINE 接听他人时接听他人时 For Front of the HouseFor Front of the House一线部门：一线部门：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文规范问候中文规范问候2. Identify the office or department2. Identify the office or department

22、报出他如今所在的部门报出他如今所在的部门3. Give your name3. Give your name 报出本人的姓名报出本人的姓名4. Offer assistance 4. Offer assistance 提供协助提供协助5. Take a message5. Take a message 记下客人的留言记下客人的留言6. Ask guest for his/her name6. Ask guest for his/her name 讯问客人的姓名讯问客人的姓名7. If caller7. If callers name not clear, ask for spellings n

23、ame not clear, ask for spelling 假设不清楚客人的名字，请客人协助拼写。假设不清楚客人的名字，请客人协助拼写。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SAMPLE 例子例子- - “Ni HaoNi Hao “Business CenterBusiness Center “Stella speakingStella speaking “May I help you?May I help you?“Ms. Tan is expected to come back

24、 at Ms. Tan is expected to come back at around 11 o around 11 oclock this morning, clock this morning, May I take a message for her? May I take a message for her?“谭小姐今天早上谭小姐今天早上11:0011:00左右回来，您情愿左右回来，您情愿 留言吗？留言吗？- - “May I have your name, please?May I have your name, please? “请问您贵姓？请问您贵姓？“Could you

25、kindly spell your name for Could you kindly spell your name for me? Thank you, Mr. Pacaud. me? Thank you, Mr. Pacaud. “弓长张还是立早章呢？弓长张还是立早章呢？http:/ 企业管理资源网通用业企业管理资源网通用业频道频道 For Heart of the HouseFor Heart of the House二线部门：二线部门：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文规范问候中文规范问候

26、2. Identify the office or department2. Identify the office or department 中文报出他如今所在的部门中文报出他如今所在的部门3. Take a message3. Take a message 记下客人的留言记下客人的留言4. Ask guest for his/her name4. Ask guest for his/her name 讯问客人的姓名讯问客人的姓名5. If caller5. If callers name not clear, ask for spellings name not clear, ask f

27、or spelling 假设不清楚客人的名字，请客人协助拼写。假设不清楚客人的名字，请客人协助拼写。TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ANSWERING SOMEONE ELSE LINE ANSWERING SOMEONE ELSE LINE 接听他人时接听他人时 http:/ 企业管理资源网通用业企业管理资源网通用业频道频道 - “他好。 - “财务部。 -“谭小姐今天早上11:00左右回来，您情愿留言吗？ -“请问您贵姓？ - “弓长张还是立早章呢？TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SAM

28、PLE SAMPLE 例子例子http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪PLACING A CALLER ON PLACING A CALLER ON “HOLDHOLD 请对方稍等请对方稍等 Placing a caller on Placing a caller on “HoldHold 运用运用“请稍等，而不是请稍等，而不是“您别挂。您别挂。 Ask permission and acknowledge Ask permission and acknowledge guest gues

29、ts response.s response. 征求对方的赞同，并赞赏对方。征求对方的赞同，并赞赏对方。SAMPLE SAMPLE 例子例子“Would you mind to hold on ?Would you mind to hold on ? “您介意稍等一下吗？您介意稍等一下吗？“Yes, of course.Yes, of course. “可以，当然可以。可以，当然可以。“Thank youThank you. . “谢谢。谢谢。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪RET

30、URNING TO THE WAITING CALL BY THE RETURNING TO THE WAITING CALL BY THE PERSON WHO ORIGINALLY ANSWERED THE CALL PERSON WHO ORIGINALLY ANSWERED THE CALL 再次由原先接听的人与对方通话时：再次由原先接听的人与对方通话时：For Front of the HouseFor Front of the House一线部门一线部门 If guest name is known, use it during the If guest name is known

31、, use it during the conversation conversation 假设得知客人的姓名，那就在说话中用姓称号假设得知客人的姓名，那就在说话中用姓称号 呼客人。呼客人。 Always thank the caller for waitingAlways thank the caller for waiting 不断地赞赏客人的等候。不断地赞赏客人的等候。 Offer assistance to take a message Offer assistance to take a message 自动提供协助请对方留言。自动提供协助请对方留言。SAMPLE SAMPLE 例子

32、例子“Mr. Wang, thank you for waiting. Ms. Mr. Wang, thank you for waiting. Ms. Tan is expected in later this morning. Tan is expected in later this morning. May I take a message for her? May I take a message for her?“王先生，负疚让您久等了。谭小姐今早晚些王先生，负疚让您久等了。谭小姐今早晚些 时候回来，您情愿留言吗？时候回来，您情愿留言吗？http:/ 企业管理资源网通用业企业管理资

33、源网通用业频道频道TELEPHONE COURTESY 礼仪礼仪 For Front of the House 二线部门If guest name is known, use it during the conversation 假设得知客人的姓名，那就在说话中用姓称号谓客人。Always thank the caller for waiting 不断地赞赏客人的等候。Offer assistance to take a message 自动提供协助请对方留言。RETURNING TO THE WAITING CALL BY THE RETURNING TO THE WAITING CALL

34、BY THE PERSON WHO ORIGINALLY ANSWERED THE CALL PERSON WHO ORIGINALLY ANSWERED THE CALL 再次由原先接听的人与对方通话时：再次由原先接听的人与对方通话时：SAMPLE SAMPLE 例子例子 王先生，负疚让您久等了，谭小姐今早晚些王先生，负疚让您久等了，谭小姐今早晚些 时候回来。您情愿留言吗？时候回来。您情愿留言吗？http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪RETURNING TO THE WAITING C

35、ALL BY THE RETURNING TO THE WAITING CALL BY THE INDIVIDUAL ASKED FOR BY THE CALLER INDIVIDUAL ASKED FOR BY THE CALLER 对方欲与通话的人接听时：对方欲与通话的人接听时：For Front of the HouseFor Front of the House一线部门一线部门1. Always thank the caller1. Always thank the caller 不断赞赏对方等候不断赞赏对方等候2. Give your name2. Give your name 报出

36、本人的姓名报出本人的姓名3. Offer assistance3. Offer assistance 提供协助提供协助SAMPLE SAMPLE 例子例子 “Thank you for waiting, this is Diana Thank you for waiting, this is Diana Tan, may I help you ? Tan, may I help you ? “对不起，让您久等了。我是对不起，让您久等了。我是Diana TanDiana Tan， 我能帮您吗？我能帮您吗？http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURT

37、ESY 礼仪礼仪 RETURNING TO THE WAITING CALL BY THE RETURNING TO THE WAITING CALL BY THE INDIVIDUAL ASKED FOR BY THE CALLER INDIVIDUAL ASKED FOR BY THE CALLER 对方欲与通话的人接听时：对方欲与通话的人接听时：For Heart of the HouseFor Heart of the House二线部门二线部门1. Always thank the caller1. Always thank the caller 不断赞赏对方等候不断赞赏对方等候2.

38、 Give your name2. Give your name 报出本人的姓名报出本人的姓名SAMPLE SAMPLE 例子例子 “对不起，让您久等了。我是对不起，让您久等了。我是Diana TanDiana Tan， 我我 能帮您吗？能帮您吗？http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TRANSFERRING A CALL TRANSFERRING A CALL 转转Tell the caller you are transferring Tell the caller you are

39、transferring his/her call. his/her call. 通知对方他将转他通知对方他将转他/ /她的。她的。2. Announce to receiving party the 2. Announce to receiving party the incoming call.incoming call. 通知接听方他将转进来一个。通知接听方他将转进来一个。3. Stay on the line until the connection 3. Stay on the line until the connection has been made.has been made

40、. 转接胜利后再挂断。转接胜利后再挂断。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SAMPLE SAMPLE 例子例子“Mr. Black, I am transferring your call to Mr. Black, I am transferring your call to Ms. Tan. Will you please wait ? Ms. Tan. Will you please wait ? “Mr. Black, Mr. Black, 我如今要将您的转给我如今要将您的转

41、给 Ms. Tan Ms. Tan。 请稍候好吗？请稍候好吗？2. 2. “Ms. Tan, I am connecting a call from Ms. Tan, I am connecting a call from Mr. Black to your line. Mr. Black to your line. “Ms. Tan, Ms. Tan, 我如今将我如今将Mr. Black Mr. Black 的接到您的接到您 的上。的上。3. 3. “Mr. Black, I have Ms. Tan on the line. Mr. Black, I have Ms. Tan on the

42、 line. Go Go ahead please. ahead please. “Mr. Black, Mr. Black, 我已将您的接到了我已将您的接到了Ms. TanMs. Tan的的 上。您请讲。上。您请讲。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SCREEN OF CALLS SCREEN OF CALLS 讯问对方讯问对方 It is all right to ask for the caller It is all right to ask for the callers

43、name s name if transferring the call, but we should if transferring the call, but we should no task for the details. Unless the person no task for the details. Unless the person requested is not available, however you requested is not available, however you could offer assistance - How may I help co

44、uld offer assistance - How may I help you?you? 当在转接一个时，他可以讯问对方的姓名，当在转接一个时，他可以讯问对方的姓名， 但切忌过多地讯问对方。但当对方欲与通话的人但切忌过多地讯问对方。但当对方欲与通话的人 不在时，他可以自动提供协助。不在时，他可以自动提供协助。 If the caller has had an unpleasant If the caller has had an unpleasant experience they do not wish to repeat experience they do not wish to r

45、epeat themselves to numerous people before themselves to numerous people before reaching the person the call was intended reaching the person the call was intended for. Sensitivity to such calls is of utmost for. Sensitivity to such calls is of utmost importance. importance. 由于，假设客人有过不愉快的阅历，他由于，假设客人

46、有过不愉快的阅历，他/ /她并不她并不想想 在问题处理之前将这些阅历通知很多人。处置这在问题处理之前将这些阅历通知很多人。处置这 类时应格外谨慎，小心。类时应格外谨慎，小心。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SCREEN OF CALLS SCREEN OF CALLS 讯问对方讯问对方 Interrogating a caller is unprofessional, Interrogating a caller is unprofessional, discourteous an

47、d could result in the discourteous and could result in the loss of business. loss of business. “盘问对方是不职业化，不礼貌的行为，而盘问对方是不职业化，不礼貌的行为，而 且能够导致失去一笔生意。且能够导致失去一笔生意。 So to deal with such calls as follows: So to deal with such calls as follows: 所以，用以下方式来处置：所以，用以下方式来处置： “May I say who is calling. Thank you. M

48、ay I say who is calling. Thank you. Mr. Mr. Black, Please wait, I will connect you Black, Please wait, I will connect you now. now. “请问您贵姓？非常赞赏，请问您贵姓？非常赞赏，Mr. Black, Mr. Black, 请稍请稍 候，我如今就将您的转进去。候，我如今就将您的转进去。http:/ 企业管理资源网通用业企业管理资源网通用业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ENDING A CONVERSATI

49、ON ENDING A CONVERSATION 终了通话时终了通话时 Always thank the caller Always thank the caller 不断地赞赏对方不断地赞赏对方 Use the caller Use the callers name whenever possibles name whenever possible 在说话中尽能够地运用客人的姓名在说话中尽能够地运用客人的姓名 Let the caller know you are happy to assist Let the caller know you are happy to assist 要让对方感到他很乐意为他要让对方感到他很乐意为他/ /她效力她效力 End every conversation with courtesy End every conversation with courtes