《电话礼仪教程》课件.ppt

Telephone Courtesy电 话 技 巧 TELEPHONE COURTESY 电话礼仪 TELEPHONE COURTESY 电话礼仪 TELEPHONE COURTESY 电话礼仪 21. Finance, Kitchen, Transportation, Engineering, Security, Estate, artist, Staff Canteen, Clinic, other sections of Housekeeping and Human Resources office could answer lines in Chinese. (Hereafter called Heart of the House) 财务部，厨房，车队，工程部，保安 部，物业部，市场销售部美工，员工 餐厅，医务室，客房部其它部门及人 力资源部办公室接听电话时可使用汉 语。(简称为二线部门) TELEPHONE COURTESY 电话礼仪 TELEPHONE COURTESY 电话礼仪 TELEPHONE COURTESY 电话礼仪 The End结束 * TELEPHONE COURTESY 电话礼仪 GENERAL 概述 First impressions are often the ones that stay with us longest and influence us most. 我们通常会对第一印象记忆深刻，因为 它对我们有很深的影响。 The way a business handles telephone calls reflects the overall attitude of a company. 接听电话的方式往往能反映出一个酒店 的整体素质。 TELEPHONE COURTESY 电话礼仪 GENERAL 概述 Courteous, helpful, caring, attentive, expeditious follow up. 有礼貌地接听电话，主动提供帮助，关 心客人的需求，并迅速，有效的跟进。 Telephone courtesy is an essential part of every employee’s interaction with guests. Anyone answering a telephone needs to have a pen and a note pad readily available. 电话礼仪是每一位员工与客人进行有效 沟通的必不可少的技巧。接听话时需要 准备好一支笔和一个记事本，以便记录 谈话中的信息。 TELEPHONE COURTESY 电话礼仪 TIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的电话礼仪 5. Greet the caller as you would in person - with a smile. He or she will be able to hear it. 在电话里问候对方时，就像与他/她面 对面一样 - 面带微笑。他/她在电话的 那一边能够听得到你的微笑。 6. Try to visualize the caller and give him or her your full attention. Don’t try to continue working while you are talking. 设想对方在电话那头的情形并且全神 贯注地听对方在说些什么。打或接听 电话时，不要干别的事情，以免分 神。 TELEPHONE COURTESY 电话礼仪 TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电话礼仪 7. Have any papers you may need to refer to close to the phone. 将所需的资料，文件放在手边，以便 谈话中随时用到。 8. Use the caller’s name. “Thank you for calling, Mr. Roberts”.