地派電話禮儀ppt課件

1、Telephone Etiquette禮儀.Course Ouline 課程大綱A.Answering calls 接聽B.Making calls 打出C.Ending a telephone conversation 終了通話 .Answering calls 接聽Standard 規(guī)范Call for me 找我的On hold 在線等候Call for someone around 是找附近的人Call for someone not around 所找的人不在附近Call for someone not available 所找的人無法接聽Wrong number 要找的號碼錯誤Pi

2、ck up call on other extension 代接Handling more than one call 同時接聽幾個. 1.Standard-telephone operator 規(guī)范-接線生 Answer the phone within 3 rings using smiling voice 鈴響三聲以內(nèi)用淺笑的聲音接聽 Greeting 問候 Identify your hotel (outside call) or your department (internal call) 報店名外線或報部門內(nèi)線 Identify yourself 報姓名 Offer help 自

3、動提供協(xié)助 Example 例子: Ni hao 您好 Dipai hot spring resort / Operator/reception/BC 地派溫泉度假村 / 接線生 Lily speaking 我是麗麗 How may I help you 有什么可以幫到您的嗎？. 2.Call for me 找我的Confirm that you are the very person and / or ask who the caller is (If she/he did not tell you) 確認(rèn)他就是要找的人并訊問對方是誰(假設(shè)對方未講)Keeping smiling and u

4、se a courteous voice,show you are willing to help 堅持淺笑及運用禮貌的語氣,顯示出他的樂意相助 Example 例子: Yes,speaking 我是,請講 May I know who is calling? 請問您貴姓? How may I help you? 有什么可以幫您的嗎? . 3. On hold 在線等候Exphain that you need time to do what and tell the caller how long it will take. 向來電者闡明他需求多長時間去做什么.Give the option

5、 to the caller whether to hold on or be called back if it takes more than 1 minute. 假設(shè)需求時間超越1分鐘讓對方選擇是在線等候還是他打回去.Thank the caller when you come back. 回來時要贊賞對方等候. Example例子: One moment please!Let me check for you. 請稍待,我?guī)湍橐幌? It would take 2 minutes. 大約要2分鐘. Would you like to hold on or should I call

6、you back later. 請問您是情愿等候還是我稍后打回給您. Thank you for holding. 謝謝您的等候. 4.Call for someone around 是找附近的人Ask whos calling and tell the caller you will put the one on phone. 訊問來電者姓名并通知對方他會讓所找的人接聽.Tell the very one whos calling and put him/her on phone. 通知所找的人誰找他/她,并將交予對方. Note 提示: Example 例子： put the caller

7、 on hold first May I know who is calling 先把來電放在等候音樂上 請問他貴姓? Never say words such as All right.Mr.A,I will ask Ms.B to “OKorWho are you? Answer our call immediately. 絕不說OK或您是誰呀? 好的,A先生,我馬上叫B小姐來接聽 Ms.B.,Mr.A is on the phone B小姐,A先生找您. 5.Call for someone not around 所找的人不在附近Tell the caller the person is

8、 not around and ask him whether to leave a message or call back later 通知來電者所找的人不在附近,訊問對方能否留言或稍后打來.Take down the name,time,date,number and the content;repeat name,number and the content.Remember to write your name on the message! 記下來電時間,日期,來電人姓名,號碼及留言內(nèi)容并反復(fù)姓名,號碼和留言內(nèi)容.別忘了在留言板上寫下他本人的名字哦! Example 例子： I a

9、m sorry Ms b is not around. 很負(fù)疚B小姐走開了. May I know who is calling?May I have the spelling,please? 請問您貴姓呢?請問怎樣拼寫? Mr A would you like to leave a message or call her later? A小姐,請問您是情愿留言還是稍后再打來? May I have your phone number,Mr.A? May I repeat? 請問您的號碼是多少,A先生?反復(fù)一下好嗎?. 6.Call for someone not available 所找的人

10、無法接聽Similar steps as “not around. 步驟與不在附近一樣.Only difference is you should ask the caller whether to call back later or ask the person to call him/her later 獨一區(qū)別是訊問來電者稍后再打來還是讓他所找的人一會兒打過去。 Example 例子： Mr.A,I am sorry Ms.B is on another phone A先生，很負(fù)疚B小姐正好在接另一個 Would you like to call back or should I as

11、k Ms.B to call you later? 請問您是稍后再打來，還是我讓B小姐稍后打給您？ May I have your number,please? 能知道您的號碼嗎？ .7.Wrong number對方打錯Politely tell the caller s/hes got a wrong number 禮貌地通知來電者她/他打錯了。Assist the caller by transferring if you know the extension, otherwise,kindly refer the caller to the hotel operator. 假設(shè)他知道或可

12、以查到正確的號碼，協(xié)助轉(zhuǎn)往正確的分機，否那么 友好地通知來電者打總機轉(zhuǎn). Example例子： I am sorry the person/department you are looking for is at extension 1234. 對不起，您要找的人/部門分機是1234. I am sorry this is department B,One moment please! Let me check their extension number for you. 對不起，這是B部門。請稍候，我?guī)湍橐幌滤麄兊奶柎a. Their number is 1234.Let me put y

13、ou through. (press transfer keys) 他們的號碼是1234.我?guī)湍D(zhuǎn)過去吧. 按轉(zhuǎn)接鍵 I am sorry l cannot find their number/transfer from this extension,could you ask the hotel operator for assistance? 很負(fù)疚我找不到他的號碼/這個分機轉(zhuǎn)不了. 請您拔總機讓他們幫您轉(zhuǎn)。.8.Pick up call on other extension 代接 Never ley the call on other extension in your area be

14、ignored. 絕不對他所在區(qū)域其他分機上的置之不理。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. 假設(shè)他的分機有空，用代接功能接聽。步驟與接聽和找不在附近的人一樣。If you are on the phone,refer to next slideHandling more than one phone. 假設(shè)他在上，參見下一步“同時接聽幾個。 .9.Handing more th

15、an one call 同時接聽幾個Kindly ask the other party to hold on and go to answer the call on the other extension.Steps like mentioned before. 禮貌地懇求對方贊同他接聽另一個，然后過去接聽響鈴分機。步驟與前面提到過的一樣。Quickly prioritize and focus on one call only. 迅速決議哪一個重要并只專注于一個。 Example例子： l am sorry, Ms A ,Ive got another call. Could you w

16、ait for a moment? I will be right back. (Press Hold) 很負(fù)疚A小姐，我有另處一個，您稍等好嗎？我馬上回來。(音樂等候) I am sorry, Mr B,Ms A is on the other phone. May I call you back later? 很負(fù)疚B先生，A小姐在另一個上，我一會兒給您回行嗎？ Thank you for waiing, Ms A. Please go ahead. 謝謝您等候，B先生，您接著說。 .B. Making calls 打出Standard 規(guī)范The very person is not a

17、round/not available 他找的人不在/無法接聽Wrong number 打錯. Standard 規(guī)范Greeting 問候Identify your department 報他的部門Identify yourself 報姓名Tell the person why you call or whom you call for 闡明去電意圖或報出要找的人 Example 例子: Ni hao ,this is Jason from training department 您好，我是培訓(xùn)部的Jason. I am calling for the registration form o

18、f the training course 我打是想問一下他們培訓(xùn)課程報名表的事情。 May I speak to Ms. Casey? 請問Casey小姐在嗎？. The person you want is not around/avaiable 他要找的人不在/無法接聽Tell the person answering the call politely your name and phone number and ask to pass the message or tell the one you call for that you would call back later. 禮貌

19、地通知接聽的人他的姓名及號碼，并請對方轉(zhuǎn)達(dá)留言或轉(zhuǎn)告他要找的人他會稍后再打來。 Example例子： could you take a message for me? Please tell Ms.B that Jason of Training department called. 費事您幫我留言行嗎？請轉(zhuǎn)告B小姐培訓(xùn)部的Jasom打電 話找過 她 Please ask her to call me at 1234./ Please tell her I will call back later. 請您通知她給我回電，號碼1234。請轉(zhuǎn)告她我稍后打來。. Wrong number打錯Never hang up without a word ! 絕對不可以一聲不響就把掛了！Apolopgize for the mistake. If you are not sure of th