接听电话礼仪.ppt

TELEPHONE ETIQUETTE电 话 服 务 艺 术 REMEMBER, everyone who answers the telephone is a sales person. Why Do We Have This Training为什么进行电话礼仪培训 The customer’s first contact with us is often a telephone call. 客人通常是通过打电话与我们的企业进行最初联系的。 Their first impression of the company could depend entirely on how you conduct that telephone conversation. 你的电话礼仪完全决定了客人对我们企业的第一印象. After completing this training,you will be able to: 成功的完成本课程后你将能够： 树立正确的接听电话的态度 学会如何职业化的接听电话 各种情况下的电话沟通技巧 如何完整和正确的处理电话留言 TELEPHONE COURTESY电 话 服 务 艺 术 Identify 清楚地表明身份 ?　早上好 ?　精英健身俱乐部 ?　这是…..?　我可以帮您做些什么？ TELEPHONE COURTESY电 话 服 务 艺 术 Clarify 用自然有节奏的声音讲话 TELEPHONE COURTESY电 话 服 务 艺 术 Personalize 称呼对方，让电话人性化 TELEPHONE COURTESY电 话 服 务 艺 术 Listen with attention 全神贯注地聆听 TELEPHONE COURTESY电 话 服 务 艺 术 Takes notes 做好记录 TELEPHONE COURTESY电 话 服 务 艺 术 Repeat 重复对方话语 TELEPHONE COURTESY电 话 服 务 艺 术 Magic words 运用有魔力的字眼 TELEPHONE COURTESY电 话 服 务 艺 术 Thanks for calling 感谢对方来电 * Telephone Skill * Build up correct telephone attitude Use the business telephone more efficiently Answer the business telephone properly Take complete and accurate message Know importance of telephone skills 迅速接听电话. 在2或3声铃响之间.不要让客人等候时间太长 Answer promptly. By the SECOND or THIRD ring. 也不要太快接听,否则致电者会被吓一跳 Too soon and the caller will be startled 使客人接电话时有一种亲切专注服务的 感觉最重要的是你也会觉得很好. Make the caller feel a sense of personalized service–with an anticipation of good service. Most importantly, you too will feel good. ? Good Morning? Smart country fitness club. ? This Is …? May I help you? 　 1.　记录所有的内容 2.　记下电话号码 3.　确认公司名称 4.　记录打电话的原因 5.　重复所记录的留言的所有内容 6.　写清电话打来的日期和具体时间 7.　写上你的姓名 8.　书写清晰 Record First AND last List Telephone Number(including area code Identify Caller’s Company Record the Nature of the Call Read the Message Back List Date and Time of Call Sign Y