Phone Etiquette 电话礼仪【课资借鉴】

1、Phone Etiquette电话礼仪,1,专业参考,100%,2,专业参考,Choose A Normal Ring 选择一个正常的铃声,Do you really want your colleagues to hear latest single blasting on your cellphone while youre fumbling to silence it? 你真的希望你的同事在你手忙脚乱去静音时听到最新神曲从你手机中传出吗？,3,专业参考,DONT Answer Your Phone When . 不要接电话，当。,entering a meeting, restauran

2、t, theater, training class 进入会场， 餐厅，剧院，培训课程。,Do not take 不带 Turn off 关机 Vibration 震动 Silence 静音,4,专业参考,If cannot reschedule an important call during a meeting, 如果在会议中有重要电话且不能更改时间，,People youre meeting with - APOLOGIZE & EXPLAIN 与你会面的人 道歉 与 解释 Caller INFORM available time & STATE will monitor message

3、 & return call 致电者 告知方便的时间 并 声明将关注信息并回电,Ahead of time！ 提前！,DONT PLACE YOUR PHONE ON THE TABLE WHEN MEETING OTHERS！ 在与别人会面时 不要把你的手机 放到桌上！,5,专业参考,Preparation 筹备,Topics 议题,Questions 问题,Questions or objections you may encounter？ 你可能遇到的问题或异议 ？ A suitable place？ 一个合适的地方？ A right number？ 正确的号码？,Take notes

4、during the call 电话中记笔记,Visualize your caller as friendly & positive 将对方视为友好积极的人,Have all of your personal info at hand i.e. 将你所有的个人信息放在手边，例如 - Calendar 行程安排 Full name 全名 Address 地址 Phone number 手机号码 E-mail 邮箱地址,6,专业参考,AM,PM,Suitable Calling Time 致电的合适时间,IhopeIdidntcatchyouatabadtime. 抱歉这种时候找你。,7,专业参

5、考,When Rings 当铃声响起。,Discontinue any other conversation or activity 暂停一切会话或活动,Keep distance from others 与别人保持距离,Answer Promptly (Before The Third Ring If Possible) 及时接听 （最好能在第三声响起前）,8,专业参考,Announce Yourself 自报家门,Good afternoon Mr. Brown, this is Irene from STCC. 下午好，布朗先生。我是上海嘉庭中心的Irene。,Thank you for

6、 calling STCC. This is Irene. 您好，感谢您致电上海嘉庭中心。我是Irene。,Answer 接听,Call 致电,Address the caller properly by his or her title. 得当地称呼对方的头衔。 NEVER address an unfamiliar caller by his or her FIRST NAME. 称呼不熟悉的人时，不要直呼其名。 Do use the callers name frequently 频繁称呼对方,personal connection to the caller 与对方的个人联系,9,专业

7、参考,Volume 音量,A QUIET, CONVERSATIONAL VOICE 一个安静的对话嗓音,2-finger widths away from mouth 离嘴两指宽,How to identify whether it is too loud? 怎样辨别是否太大声了?,10,专业参考,Tone 音调,Tip: Record your own conversations to hear how your sound to others. 小贴士： 把你自己的对话录下来，来感受别人会听到的嗓音。,DONT sound overly anxious, aggressive or pu

8、shy 不要听起来过分焦虑、强势或固执,Authority & Confidence 权威 与 自信,DONT lean back in your chair 不要向后靠在你的椅子上,ADD A SMILE TO YOUR VOICE 在你的声音中加入微笑,11,专业参考,Wording 用词,Use professional & positive words 使用专业且积极的词汇,You have toYou need toWhy didnt you? 你必须你需要你为什么不？,Will you pleaseWould you please? 请您好吗？您愿意吗？,Your problem

9、/ Your complaint 你的问题 / 你的投诉,Your question / Your concern / this situation 您的疑问 / 您的关注 / 这种情况,Hang on / Hold on 不要挂 / 等一下,May I put you on hold? 您可以稍等下吗？,Whos calling？ 你是谁？,May I say who is calling please? 请问贵姓？,I cant hear you, speak up! 我听不见，大声点！,I am having a little difficulty hearing you. Can yo

10、u please speak up? 我有点听不太清。您可以再大声点吗？,I cant help you. Youll have to speak to someone else 我帮不了你。你应该打给别人。,I need to transfer your call to (dept.) so that they can answer your question. May I do so? 我需要把您转接到（部门），他们可以解答您的疑问。我可以这样吗？,I dont know 我不知道,Let me find out about that for you. 我会为您弄清其情况,12,专业参考,

11、JEFF SHOW姐夫秀,13,专业参考,Which one takes precedence？ 哪一个优先？,Interruption 打断,COMER来访者/ PASSB过客,CALLER 致电者,If you must interrupt the conversation，then。 如果你必须要打断对话，那么。,14,专业参考,Holding 持机等候,When returning 回来时,15,专业参考,Example 例 Mr. Liu, can you please hold while I retrieve your file? (pause for a response) 刘

12、先生，我需要搜索下您的文件，您可以稍等吗？ （停顿，等待回复） Thank you. I will be back in a minute. 谢谢您，我马上回来。 (caller on hold 致电者等候) Thank you for holding, Mr. Liu. I can now help you. 刘先生，感谢您的耐心等待。我现在可以为您服务了。,Holding 持机等候,Case 案例 You need to retrieve the file of Mr. Liu. How to ask him for holding? 你需要搜索刘先生的文件，怎样让他等候呢？,16,专业参

13、考,Holding 持机等候,Leave them on hold for 1 MINUTE 让他们等候1分钟,Put them on hold MULTIPLE TIMES/call 让他们等候在一次电话中等候多次,Make them CALL YOU BACK 让他们回电给你,DONTS 不要,Call Them Back 给他们回电,Refresh！ 更新进展！,17,专业参考,Holding 持机等候,Example 例 Ms. Zhao, I will check to see if Mr. Zhang is available to take your call. Can you

14、please for a minute? (pause for a response) 赵女士，我将确认张先生能否接电话，您可以稍等吗？（停顿，等待回复） Thank you. I will be right back. 谢谢您，我很快回来。 (caller on hold 致电者等候) Im sorry for the inconvenience, Ms. Zhao. That line is still busy. Will you continue to hold or should I have him call you back? 赵女士，抱歉给您带来了不便。电话仍然占线。请问您是希

15、望继续等待还是让他给您回电呢？,Case 案例 You need to transfer Ms. Zhao to Mr. Zhang. 你需要把赵女士的电话转接给张先生。,What if the line keeps busy? 如果一直占线，你将怎么办？,18,专业参考,Transfer 转接,When returning 回来时,19,专业参考,Immediately Let The Caller Know Who Else Is In The Room With You 立即告知对方还有谁和你在房间里,Speaker Phone 免提电话,THE ONLY TIME: need 1 pe

16、rson on the conversation at your end唯一的时机： 你电话这头不止一人需要加入会话。,20,专业参考,Change An Appointment 更改时间 Something urgent has come up. Could I postpone our appointment? 发生了一些急事。我俩的约会能不能延期？ May I ask you to postpone the meeting until the day after tomorrow? 可以要求你将会面时间延到后天吗？,Appointment 预约,Make An Appointment 约

17、定时间 Would it be possible to see Mr. Scott sometime this week? 请问这星期能否跟史考特先生见个面？ Id like to make an appointment with Mr. Scott. 我想要跟史考特先生约个时间见面,21,专业参考,Proper Closing 得当的结束,Final Opportunity To Make A Good Impression 留下好印象的最后时机,THANK AGAIN. 再次感谢。 Ask if there is anything else you can assist him with.

18、 询问是否有其他需要帮忙的地方。,i.e., “Nice talking to you” or “Im glad we resolved this concern”. 例，“很高兴与您通话”或“很高兴我们一起解决了这个顾虑”,Talk in the PAST TENSE and use “closing” phrases 用过去时交谈并使用“结尾”用词,State the ACTION YOU WILL TAKE 声明你将采取的行动,Spell out FOLLOW-UP ACTION, including time frames/deadlines. 弄清后续行动，包括时间节点/截止日期。,

19、Wait For The Caller To Release The Call Before Hanging Up. 等待对方挂机后再挂。,22,专业参考,Offer Alternative 提供其他途径,Example 例 If you have any further information you would like to share with me, please send me an email at 如果您有更多信息想要与我分享，请发送邮件至 My assistant, Mary, will be willing to help you. You can reach her at

20、 Ext. 8015. 我的助理Mary将很乐意帮助您。您可以拨打分机8015联系她。,23,专业参考,Leave Voicemail 语音留言,Spelling 提供拼写,Please Call 请打给我,Good Time to Reach You 联系你的最佳时间,Will Call Back 我会再打,Urgent 紧急,24,专业参考,Can I leave a message？ 我可以留言吗？ Yes. Go ahead, please. 可以， 请继续。 Of course. Hold on for just a second so I can grab a pen and paper. 当然， 稍等一下让我拿下纸笔。 Sure, if you can excuse me for just a second. Let me find a piece of pap