電話禮儀技巧經(jīng)典培訓(xùn)教程(完整版)
【正文】 對方欲與通話的人接聽電話時： For Heart of the House 二線部門 1. Always thank the caller 不斷感謝對方等候 2. Give your name 報出自己的姓名 SAMPLE 例子 ? “ 對不起，讓您久等了?！? 企業(yè)通用業(yè)頻道 26 TELEPHONE COURTESY 電話禮儀 SCREEN OF CALLS 詢問對方 ? 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)接一個電話時，你可以詢問對方的姓名， 但切忌過多地詢問對方。 再見。 企業(yè)通用業(yè)頻道 27 TELEPHONE COURTESY 電話禮儀 SCREEN OF CALLS 詢問對方 ? Interrogating a caller is unprofessional, discourteous and could result in the loss of business. “ 盤問”對方是不職業(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. 征求對方的同意，并感謝對方 。 Beverage outlets, Front Office sections, Sales and Marketing and Housekeeping order takers should answer lines in English. (Hereafter called Front of the house) 所有部門總監(jiān) /經(jīng)理及秘書， 健康中 心，餐飲部所有餐廳，前廳部所有小 部門，市場銷售部及客房部文員接聽 電話時應(yīng)使用英語。 14. Do a quick mental rehearsal before making a call which may easily bee plicated or jumbled. 打電話之前，先在腦海里做一個快速 的彩排”，否則很容易在打電話時出 現(xiàn)混亂。 企業(yè)通用業(yè)頻道 5 TELEPHONE COURTESY 電話禮儀 TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正確的電話禮儀 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 談話中隨時用到。 2. The way a business handles telephone calls reflects the overall attitude of a pany. 接聽電話的方式往往能反映出一個酒店 的整體素質(zhì)。他 /她在電話的 那一邊能夠聽得到你的微笑。 11. Develop your stock of tactful responses: “She is expected in later this morning” , rather than “She has not e in yet”. 運用熟練的方式回答電話：“她今早得 晚些時候回來”，而不是說：“她還 沒有回來”。 企業(yè)通用業(yè)頻道 9 TELEPHONE COURTESY 電話禮儀 TIPS FOR A POSITIVE TELEPHONE PERSONALITY正確的電話禮儀 18. Anyone with a designated extension should answer their own calls. 每個有指定電話的工作人員都應(yīng)及時 接聽自己的電話。 TELEPHONE COURTESY 電話禮儀 ANSWERING SOMEONE ELSE LINE 接聽他人電話時 企業(yè)通用業(yè)頻道 18 “ 你好。 ? Offer assistance to
教學(xué)課件相關(guān)推薦
鄂ICP備17016276號-1