地派电话礼仪.pptx

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1、TelephoneEtiquette电话礼仪CourseOuline课程大纲A.Answeringcalls接听电话B.Makingcalls打出电话C.Endingatelephoneconversation结束通话Answeringcalls接听电话Standard标准Callforme找我的Onhold在线等候Callforsomeonearound电话是找附近的人Callforsomeonenotaround所找的人不在附近Callforsomeonenotavailable所找的人无法接听Wrongnumber要找的号码错误Pickupcallonotherextension代

2、接电话Handlingmorethanonecall同时接听几个电话1.Standard-telephoneoperator标准-接线生Answerthephonewithin3ringsusingsmilingvoice铃响三声以内用微笑的声音接听电话Greeting问候Identifyyourhotel(outsidecall)oryourdepartment(internalcall)报店名（外线）或报部门（内线）Identifyyourself报姓名Offerhelp主动提供帮助Example例子:Nihao您好Dipaihotspringresort/Operator/rec

3、eption/BC地派温泉度假村/接线生Lilyspeaking我是丽丽HowmayIhelpyou有什么可以帮到您的吗？2.Callforme找我的Confirmthatyouaretheverypersonand/oraskwhothecalleris(Ifshe/hedidnottellyou)确认你就是要找的人并询问对方是谁(如果对方未讲)Keepingsmilinganduseacourteousvoice,showyouarewillingtohelp保持微笑及使用礼貌的语气,显示出你的乐意相助Example例子:Yes,speaking我是,请讲MayIknowwhoisc

4、alling?请问您贵姓?HowmayIhelpyou?有什么可以帮您的吗?3.Onhold在线等候Exphainthatyouneedtimetodowhatandtellthecallerhowlongitwilltake.向来电者说明你需要多长时间去做什么.Givetheoptiontothecallerwhethertoholdonorbecalledbackifittakesmorethan1minute.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.Thankthecallerwhenyoucomeback.回来时要感谢对方等候.Example例子:Onemomen

5、tplease!Letmecheckforyou.请稍待,我帮您查一下.Itwouldtake2minutes.大概要2分钟.WouldyouliketoholdonorshouldIcallyoubacklater.请问您是愿意等候还是我稍后打回给您.Thankyouforholding.谢谢您的等候.4.Callforsomeonearound电话是找附近的人Askwho’scallingandtellthecalleryouwillputtheoneonphone.询问来电者姓名并告诉对方你会让所找的人接听.Telltheveryonewho’scallingandputhim/

6、heronphone.告诉所找的人谁找他/她,并将电话交予对方.Note提示:Example例子：putthecalleronholdfirstMayIknowwhoiscalling先把来电放在等候音乐上请问你贵姓?NeversaywordssuchasAllright.Mr.A,IwillaskMs.Bto“OK”or”Whoareyou?”Answerourcallimmediately.绝不说”OK”或”您是谁呀?”好的,A先生,我马上叫B小姐来接听Ms.B.,Mr.AisonthephoneB小姐,A先生电话找您.5.Callforsomeonenotaround所找的人不在

7、附近Tellthecallerthepersonisnotaroundandaskhimwhethertoleaveamessageorcallbacklater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.Takedownthename,time,date,numberandthecontent;repeatname,numberandthecontent.Remembertowriteyournameonthemess