電話(huà)禮儀技巧經(jīng)典培訓(xùn)教程(完整版)
【正文】 對(duì)方欲與通話(huà)的人接聽(tīng)電話(huà)時(shí)： For Heart of the House 二線(xiàn)部門(mén) 1. Always thank the caller 不斷感謝對(duì)方等候 2. Give your name 報(bào)出自己的姓名 SAMPLE 例子 ? “ 對(duì)不起，讓您久等了?！? 企業(yè)通用業(yè)頻道 26 TELEPHONE COURTESY 電話(huà)禮儀 SCREEN OF CALLS 詢(xún)問(wèn)對(duì)方 ? It is all right to ask for the caller’s name if transferring the call, but we should no task for the details. Unless the person requested is not available, however you could offer assistance How may I help you? 當(dāng)在轉(zhuǎn)接一個(gè)電話(huà)時(shí)，你可以詢(xún)問(wèn)對(duì)方的姓名， 但切忌過(guò)多地詢(xún)問(wèn)對(duì)方。 再見(jiàn)。 企業(yè)通用業(yè)頻道 27 TELEPHONE COURTESY 電話(huà)禮儀 SCREEN OF CALLS 詢(xún)問(wèn)對(duì)方 ? Interrogating a caller is unprofessional, discourteous and could result in the loss of business. “ 盤(pán)問(wèn)”對(duì)方是不職業(yè)化，不禮貌的行為，而 且可能導(dǎo)致失去一筆生意。 企業(yè)通用業(yè)頻道 25 TELEPHONE COURTESY 電話(huà)禮儀 SAMPLE 例子 1. “Mr. Black, I am transferring your call to Ms. Tan. Will you please wait ?” “Mr. Black, 我現(xiàn)在要將您的電話(huà)轉(zhuǎn)給 Ms. Tan。 ? Always thank the caller for waiting 不斷地感謝客人的等候。 ? Ask permission and acknowledge guest’s response. 征求對(duì)方的同意，并感謝對(duì)方 。 Beverage outlets, Front Office sections, Sales and Marketing and Housekeeping order takers should answer lines in English. (Hereafter called Front of the house) 所有部門(mén)總監(jiān) /經(jīng)理及秘書(shū)， 健康中 心，餐飲部所有餐廳，前廳部所有小 部門(mén)，市場(chǎng)銷(xiāo)售部及客房部文員接聽(tīng) 電話(huà)時(shí)應(yīng)使用英語(yǔ)。 14. Do a quick mental rehearsal before making a call which may easily bee plicated or jumbled. 打電話(huà)之前，先在腦海里做一個(gè)快速 的彩排”，否則很容易在打電話(huà)時(shí)出 現(xiàn)混亂。 企業(yè)通用業(yè)頻道 5 TELEPHONE COURTESY 電話(huà)禮儀 TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正確的電話(huà)禮儀 7. Have any papers you may need to refer to close to the phone. 將所需的資料，文件放在手邊，以便 談話(huà)中隨時(shí)用到。 2. The way a business handles telephone calls reflects the overall attitude of a pany. 接聽(tīng)電話(huà)的方式往往能反映出一個(gè)酒店 的整體素質(zhì)。他 /她在電話(huà)的 那一邊能夠聽(tīng)得到你的微笑。 11. Develop your stock of tactful responses: “She is expected in later this morning” , rather than “She has not e in yet”. 運(yùn)用熟練的方式回答電話(huà)：“她今早得 晚些時(shí)候回來(lái)”，而不是說(shuō)：“她還 沒(méi)有回來(lái)”。 企業(yè)通用業(yè)頻道 9 TELEPHONE COURTESY 電話(huà)禮儀 TIPS FOR A POSITIVE TELEPHONE PERSONALITY正確的電話(huà)禮儀 18. Anyone with a designated extension should answer their own calls. 每個(gè)有指定電話(huà)的工作人員都應(yīng)及時(shí) 接聽(tīng)自己的電話(huà)。 TELEPHONE COURTESY 電話(huà)禮儀 ANSWERING SOMEONE ELSE LINE 接聽(tīng)他人電話(huà)時(shí) 企業(yè)通用業(yè)頻道 18 “ 你好。 ? Offer assistance to
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