國際酒店標準電話禮儀中英文版(編輯修改稿)
2025-02-02 22:12 本頁面
【文章內(nèi)容簡介】 ering the call politely your name and phone number and ask to pass the message or tell the one you call for that you would call back later. 禮貌地告訴接聽的人你的姓名及號碼，并請對方轉(zhuǎn)達留言或轉(zhuǎn)告你要找的人你會稍后再打來。Making Calls 打出電話二、 The person you want is not around/available 你要找的人不在 /無法接聽（所找的人）? Never hang up without a word. 絕對不可以一聲不響就把電話掛了。? Apologize for the mistake. If you are not sure of the number you are calling, you may find assistance here. 要為打錯電話道歉。如果你不確定要找的號碼，沒準對方可以幫你呢。Making Calls 打出電話三、 Oops! Wrong number! 糟糕，打錯了！? Thank the other party and express your best wish. 感謝對方，并給對方良好祝愿。? Hang up gently after him/her if the other party is a guest or superior. 如果對方是客人或級別比你高的人，在對方掛電話之后輕輕放下電話。Ending a telephone conversation 結(jié)束通話Remember to smile? Identify yourself clearly 清晰地報出您所在部門及姓名? Listen attentively 仔細聆聽來電內(nèi)容? Convey sincere interest and concern 表示興趣和關注? Offer assistancetake message 提供幫助 記錄留言? Empathize 表示同情和安慰? Remain calm, courteous and friendly 保持鎮(zhèn)定、禮貌、友好? Avoid personal confrontationAvoid placing blame 避免個人情緒，避免責備和抱怨? Explain situation clearly 清楚地解釋情況? Don39。t make promise for others 不要為他人許下承諾? Refer when necessary 必要時向別人請教? Close the conversation naturally and courteously 自然而有禮貌地結(jié)束對話? Follow up action 采取相應行動Special Points 特別的知識點Handling Difficult Callers 接待難以應付的來電者Special Points 特別的知識點Handling Difficult Callers 接待難以應付的來電者Good morning, Shimao Junlan Hotel. 您好 ，世貿(mào)君瀾大酒店。請問有什么可以幫您的嗎？Special Points 特別的知識點Handling Difficult Callers 接待難以應付的來電者Special Points 特別的知識點Handling Difficult Callers 接待難以應付的來電者Practical Tips 實用提示? Answering phone calls within 3rings and smile before you speak so that you will have a smiling voice. Never say hello or yes when picking up the receiver. 鈴響三聲之內(nèi)接聽電話并在講話前先微笑，這樣你就可以有微笑的聲音。絕不在拿起聽筒時說 “喂 ”、 “找誰 ”。? Say May I know who is calling instead of Who are you? Say May I have your name? May I have the spelling? do not say What39。s your name? How to spell? 說 “我可以知道是誰打來的嗎？ ”而不是： “你是誰？”；說 “請問貴姓？ ”、 “請問如何拼寫？ ”，而不能說 “你姓什么？ ”、 “怎么寫？”。? Say Pardon me? Could you repeat slowly? instead of What? if you do not hear the caller clearly. 如果沒聽清楚對方所說的內(nèi)容，說 “ 抱歉我沒聽清楚 ” 、 “ 您能否慢點重復一遍？ ” ，不能說 “ 什么？ ”? Give alternatives to the caller if the person s/he wants is not available or around, offer message taking and take notesdon39。t trust your memory, repeat before you put down the phone. 如果打電話來的人所找的人不在或無法接聽電話，要給對方選擇，主動提出記錄留言，要用筆記 —— 不要太過相信自己的記憶。放電話之前一定要重復留言內(nèi)容。Practical Tips 實用提示? Always inform the caller if you are going to transfer his/her call to some other extension and if it is not a guest room number, tell the extensi
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