【正文】 Unless the person requested is not available, however you could offer assistance How may I help you? 當在轉(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。 ? Always thank the caller for waiting 不斷地感謝客人的等候。 17. All calls must be answered as soon as possible, within 3 rings, in a clear and courteous voice. 所有的電話都應盡快接聽：在鈴響 3 聲之內(nèi)以清晰的聲音，禮貌的方式接 聽電話。 企業(yè)通用業(yè)頻道 4 TELEPHONE COURTESY 電話禮儀 TIPS FOR A POSITIVE TELEPHONE PERSONALITY正確的電話禮儀 5. Greet the caller as you would in person with a smile. He or she will be able to hear it. 在電話里問候?qū)Ψ綍r，就像與他 /她面 對面一樣 面帶微笑。 8. Use the caller’s name. “Thank you for calling, Mr. Roberts”. 在電話里，用客人的姓名稱呼客人。 (簡稱一線部門 ) TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正確的電話禮儀 企業(yè)通用業(yè)頻道 11 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) 財務部，廚房，車隊，工程部，保安 部，物業(yè)部，市場銷售部美工，員工 餐廳，醫(yī)務室，客房部其它部門及人 力資源部辦公室接聽電話時可使用漢 語。 ? Offer assistance to take a message 主動提供幫助請對方留言。 ? So to deal with such calls as follows: 所以，用以下方式來處理： “ May I say who is calling. Thank you. Mr. Black, Please wait, I will connect you now.” “ 請問您貴姓？非常感謝， Mr. Black, 請稍 候，我現(xiàn)在就將您的電話轉(zhuǎn)進去。您請講?！? 企業(yè)通用業(yè)頻道 20 TELEPHONE COURTESY 電話禮儀 RETURNING TO THE WAITING CALL BY THE PERSON WHO ORIGINALLY ANSWERED THE CALL 再次由原先接聽電話的人與對方通話時： For Front of the House 一線部門 ? If guest name is known, use it during the conversation 如果得知客人的姓名，那就在談話中用姓名稱 呼客人。 speak naturally. 自自然然，就像平常說話那樣。接聽話時需要 準備好一支筆和一個記事本，以便記錄 談話中的信息。 “感謝您打來電話，羅伯特先生”。 (簡稱為二線部門 ) TELEPHONE COURTESY 電話禮儀 TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正確的電話禮儀 企業(yè)通用業(yè)頻道 12 TELEPHONE COURTESY 電話禮儀 ANSWERING YOUR LINE 接聽電話時 For Front of the House 一線部門： 1. Standard greeting in Chinese 中文標準問候 2. Give the name of your department 報出自己所在的部門名稱 3. Give your name 報出自己的姓名 4. Offer assistance 提供幫助 企業(yè)通用業(yè)頻道 13 TELEPHONE COURTESY 電話禮儀 EXAMPLE 例子 “ 你好” “ Traders Caf233。