电话礼仪培训[精品].ppt

Telephone Etiquette 电话礼仪 Course Ouline 课程大纲 A.Answering calls 接听电话 B.Making calls 打出电话 C.Ending a telephone conversation 结束通话 * Answering calls 接听电话 Standard 标准 Call for me 找我的 On hold 在线等候 Call for someone around 电话是找附近的人 Call for someone not around 所找的人不在附近 Call for someone not available 所找的人无法接听 Wrong number 要找的号码错误 Pick up call on other extension 代接电话 Handling more than one call 同时接听几个电话 * 1.Standard-telephone operator  标准-接线生 Answer the phone within 3 rings using smiling voice 铃响三声以内用微笑的声音接听电话 Greeting 问候 Identify your hotel (outside call) or your department (internal call) 报店名（外线）或报部门（内线） Identify yourself 报姓名 Offer help 主动提供帮助 Example 例子: Ni hao 您好 Dipai hot spring resort / Operator/reception/BC 地派温泉度假村 / 接线生 Lily speaking 我是丽丽 How may I help you 有什么可以帮到您的吗？ * 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) 确认你就是要找的人并询问对方是谁(如果对方未讲) Keeping smiling and use a courteous voice,show you are willing to help 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 May I know who is calling? 请问您贵姓? How may I help you? 有什么可以帮您的吗? * 3. On hold 在线等候 Exphain that you need time to do what and tell the caller how long