【正文】 ite and helpful when using the telephone 當使用電話時要有禮貌并樂于提供幫忙 End the conversation on a positive note 以積極的一面結束通話 Action required 須采取的行動 To get callers permission to transfer 得到轉接電話的允許 Tell the caller: 告訴來電者： Imagine that the caller is there 想象來電這就在那 Beverage餐飲部STEP步驟INVOLVEMENT 包括內容(Questions relating to the standards begin with who, what, where and how 涉及到的問題標準和誰開始，什么，在哪里和怎么樣)STANDARD 標準(Measurable / observable)（可衡量/ 可見標準）Listening / The only sense 聽 / 唯一的感官When using the telephone, we rely on one major sense only listening. 當使用電話時，我們唯一可以依賴的感官是 聽覺When listening to a caller on the telephone, we need to listen carefully to understand exactly what the caller is trying to say. 當接聽電話時，我們要仔細聽以準確理解來電者的意圖 Identify the department 確定部門 What assistance caller requires, reason for call 來電者尋求什么幫助，來電原因 Use the caller’s name to personalize the call 稱呼來電者名字使電話更加個人化 Thank the caller 感謝來電者致電 Repeat message 重復留言 Check to see if they want to r