telephone etiquette -- part I.ppt

1、1,专业电话礼仪Telephone Etiquette,2,你的职责是什么？ Whats Your Responsibility?,3,客人的期望是什么？ Whats the customers Expectations?,4,第一印象会留下持久的印象。 The First Impression is Lasting impression.,5,课程内容 Content,接听电话的问候语 Answering a call 让对方等待的语言 Holding a call 转电话的语言 Transferring a call 接听被转来的电话的问候语 Receiving a transferred

2、 call 致电给他人 Calling others “过滤”电话 Screening or not,6,课程目标 Objective,本次培训结束时，你将能非常专业地处理电话、并恰当地展示优雅的礼仪。 By the end of this training, you will be able to manage the phone calls in a professional way and present appropriate etiquette.,7,接听电话的问候语 Answering a call,你好，xxx公司，我是xxx。我能为您效劳吗？ Nihao, xxx (Co. N

3、ame), this is xxx (your name). May I help you / How may I assist you?,8,转电话的语言 Transferring a call,您想与哪一位通话？/ 您想找哪一位？ Who would you like to speak to? 可以告诉我您的姓名吗？ May I know whos calling? / Who should I say is calling. 当然，请允许我将您的电话转接过去。 谢谢您的来电。 Certainly. Allow me to put you through to him/her. Thank

4、 you for calling. 请稍等，我将您的电话转接过去。 谢谢您的来电。 Hold on please/one moment please, I will connect/transfer your call. Thank you for calling. Xxx公司的xxx先生/女士要与您通话。 Mr./Ms.xxx from xxx Company, wants to speak to you.,9,让对方等待的语言 Holding a call,在让对方等待之前先进行确认 Check before you place the caller on hold. 请您稍等一下可以吗？

5、 May I place you on hold? 如果对方同意，你应该说 If the caller agrees, you should say: 谢谢，我很快回来。 Thank you, I will get back to you soon. 当您再次回来时，应该说 When you get back to the caller, you should say: 抱歉让您久等了！Sorry for keep you waiting. 让客人等待的最长时间是多久？ 最多不超过30秒。 How long is appropriate to keep someone waiting on t

6、he phone? 30 seconds maximum.,10,接听被转来的电话的问候语Receiving a transferred call,你好，xxx部门，我是xxx。我能为您效劳吗？ Hello, xxx (Dept. Name), this is xxx (your name). May I help you / How may I assist you?,11,致电给他人 Calling others,你好，我是xxx公司的xxx。我想找xxx。 Hello. This is xxx (your name) with xxx (Co. name). May I speak to

7、 xxx?,12,“过滤”电话 Screening or not,礼貌地回绝销售电话（可以让对方留下联系方式，如有需要我们会联系对方）。 To reject the sales call courteously (ask the caller to leave his/her contact no., so we can contact him/her if necessary). 从总体而言，前台接待应将电话转给经理的秘书或助理，由他们将电话转给各自的上司。On a general basis, the receptionist will put phone calls for manage

8、rs through to their secretary/assistant, who will the put it through to their boss.,13,打电话时要注意的原则 Basic rules when you on the phone,铃响三声内接起电话 Answer all calls within 3 rings 微笑 Smile 问候时语速不要太快，吐字要清楚 Dont rush your greeting and mumble 仔细聆听 Concentrate fully on the caller,14,打电话时要注意的原则 Basic rules whe

9、n you on the phone,使用同样的语言 Respond in the same language 彬彬有礼貌 Be courteous 结束时说“谢谢您的来电” End the call with “Thank you for calling” 让对方先挂电话 Let the caller hang up first,15,打电话时要注意的原则 Basic rules when you on the phone,打电话时有来访者 If you are on the phone and someone comes to speak to you: 点头示意 Acknowledge

10、them 如果你在打私人电话，立即结束电话或者向来访者示意你会很快结束电话 If you are taking a private call, end it immediately or indicate that you will be just a moment 如果你觉得需要让来访者等较长时间，向来电者致歉，告诉来访者这个电话很重要，你将打完电话后和他联系 If you think you will be a long time on the phone and it is important, excuse yourself to the caller and tell whomeve