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1、1Telephone Etiquette电话礼仪培训电话礼仪2Course Ouline 课程大纲课程大纲A.Answering calls 接听电话B.Making calls 打出电话C.Ending a telephone conversation 结束通话3A.Answering calls 接听电话1.Standard 标准2.Call for me 找我的3.On hold 在线等候4.Call for someone around 电话是找附近的人5.Call for someone not around 所找的人不在附近6.Call for someone not availa
2、ble 所找的人无法接听7.Wrong number 要找的号码错误8.Pick up call on other extension 代接电话9.Handling more than one call 同时接听几个电话41.Standard-telephone operator 标准-接线生 Answer the phone within 3 rings using smiling voice 铃响三声以内用微笑的声音接听电话 Greeting 问候 Identify your hotel(outside call)or your department(internal call)报店名（外
3、线）或报部门（内线）Identify yourself 报姓名 Offer help 主动提供帮助 Example 例子:Ni hao 您好 Colorful Days InterContinental Hotel/Operator/reception/BC 凯瑞洲际酒店/接线生 Lily speaking 我是丽丽 How may I help you 有什么可以帮到您的吗？5 2.Call for me 找我的Confirm that you are the very person and/or ask who the caller is(If she/he did not tell yo
4、u)确认你就是要找的人并询问对方是谁(如果对方未讲)Keeping smiling and use a courteous voice,show you are willing to help 保持微笑及使用礼貌的语气,显示出你的乐意相助 Example 例子:Yes,speaking 我是,请讲 May I know who is calling?请问您贵姓?How may I help you?有什么可以帮您的吗?6 3.On hold 在线等候Exphain that you need time to do what and tell the caller how long it wil
5、l take.向来电者说明你需要多长时间去做什么.Give the option to the caller whether to hold on or be called back if it takes more than 1 minute.如果需要时间超过1分钟让对方选择是在线等候还是你打回去.Thank the caller when you come back.回来时要感谢对方等候.Example例子:One moment please!Let me check for you.请稍待,我帮您查一下.It would take 2 minutes.大概要2分钟.Would you l
6、ike to hold on or should I call you back later.请问您是愿意等候还是我稍后打回给您.Thank you for holding.谢谢您的等候.7 4.Call for someone around 电话是找附近的人Ask whos calling and tell the caller you will put the one on phone.询问来电者姓名并告诉对方你会让所找的人接听.Tell the very one whos calling and put him/her on phone.告诉所找的人谁找他/她,并将电话交予对方.Note
7、 提示:Example 例子：put the caller on hold first May I know who is calling 先把来电放在等候音乐上 请问你贵姓?Never say words such as All right.Mr.A,I will ask Ms.B to “OK”or”Who are you?”Answer our call immediately.绝不说”OK”或”您是谁呀?”好的,A先生,我马上叫B小姐来接听 Ms.B.,Mr.A is on the phone B小姐,A先生电话找您.85.Call for someone not around 所找的
8、人不在附近Tell the caller the person is not around and ask him whether to leave a message or call back later 告诉来电者所找的人不在附近,询问对方是否留言或稍后打来.Take down the name,time,date,number and the content;repeat name,number and the content.Remember to write your name on the message!记下来电时间,日期,来电人姓名,号码及留言内容并重复姓名,号码和留言内容.别
9、忘了在留言板上写下你自己的名字哦!Example 例子：I am sorry Ms b is not around.很抱歉B小姐走开了.May I know who is calling?May I have the spelling,please?请问您贵姓呢?请问怎么拼写?Mr A would you like to leave a message or call her later?A小姐,请问您是愿意留言还是稍后再打来?May I have your phone number,Mr.A?May I repeat?请问您的号码是多少,A先生?重复一下好吗?9 6.Call for som
10、eone not available 所找的人无法接听所找的人无法接听Similar steps as“not around”.步骤与”不在附近”相同.Only difference is you should ask the caller whether to call back later or ask the person to call him/her later 唯一区别是询问来电者稍后再打来还是让你所找的人一会儿打过去。Example 例子：Mr.A,I am sorry Ms.B is on another phone A先生，很抱歉B小姐正好在接另一个电话 Would you
11、like to call back or should I ask Ms.B to call you later?请问您是稍后再打来，还是我让B小姐稍后打给您？May I have your number,please?能知道您的电话号码吗？107.Wrong number对方打错电话Politely tell the caller s/hes got a wrong number 礼貌地告诉来电者她/他打错了电话。Assist the caller by transferring if you know the extension,otherwise,kindly refer the cal
12、ler to the hotel operator.如果你知道或可以查到正确的号码，协助转往正确的分机，否则 友好地告诉来电者打总机转.Example例子：I am sorry the person/department you are looking for is at extension 1234.对不起，您要找的人/部门分机是1234.I am sorry this is department B,One moment please!Let me check their extension number for you.对不起，这是B部门。请稍候，我帮您查一下他们的号码.Their nu
13、mber is 1234.Let me put you through.(press transfer keys)他们的号码是1234.我帮您转过去吧.（按转接电话键）I am sorry l cannot find their number/transfer from this extension,could you ask the hotel operator for assistance?很抱歉我找不到他的号码/这个分机转不了电话.请您拔总机让他们帮您转。119.Handing more than one call 同时接听几个电话Kindly ask the other party t
14、o hold on and go to answer the call on the other extension.Steps like mentioned before.礼貌地请求对方同意你接听另一个电话，然后过去接听响铃分机。步骤与前面提到过的相同。Quickly prioritize and focus on one call only.迅速决定哪一个重要并只专注于一个电话。Example例子：l am sorry,Ms A,Ive got another call.Could you wait for a moment?I will be right back.(Press Hold
15、)很抱歉A小姐，我有另处一个电话，您稍等好吗？我马上回来。(音乐等候)I am sorry,Mr B,Ms A is on the other phone.May I call you back later?很抱歉B先生，A小姐在另一个电话上，我一会儿给您回电话行吗？Thank you for waiing,Ms A.Please go ahead.谢谢您等候，B先生，您接着说。12B.Making calls 打出电话Standard 标准The very person is not around/not available 你找的人不在/无法接听Wrong number 打错电话13 St
16、andard 标准Greeting 问候Identify your department 报你的部门Identify yourself 报姓名Tell the person why you call or whom you call for 说明去电意图或报出要找的人 Example 例子:Ni hao,this is Jason from training department 您好，我是培训部的Jason.I am calling for the registration form of the training course 我打电话是想问一下你们培训课程报名表的事情。May I spe
17、ak to Ms.Casey?请问Casey小姐在吗？14 The person you want is not around/avaiable 你要找的人不在/无法接听Tell the person answering 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.礼貌地告诉接听的人你的姓名及号码，并请对方转达留言或转告你要找的人你会稍后再打来。Example例子：could
18、 you take a message for me?Please tell Ms.B that Jason of Training department called.麻烦您帮我留言行吗？请转告B小姐培训部的Jasom打电 话找过 她 Please ask her to call me at 1234./Please tell her I will call back later.请您告诉她给我回电，号码1234。请转告她我稍后打来。15 Wrong number打错电话Never hang up without a word!绝对不可以一声不响就把电话挂了！Apolopgize for t
19、he mistake.If you are not sure of the number you are calling,you may find assistance here.要为打错电话道歉。如果你不确定要找的号码，没准对方可以帮你呢。Example例子：I am so sorry,Ive got the wrong number.非常对不起，我打错电话了。I was calling for department C.Do you happen to know their number?我要找的是C部门。您知道他们的号码吗？16C.Ending a telephone conversat
20、ion 结束通话 (Notice:before you end your talking,ask the guest:Is there anything else I can do for you?)Thank the other party and express your best wish.感谢对方，并给对方良好祝愿。感谢对方，并给对方良好祝愿。Hang up gently after him/her if the other party is a guest or superior 如果对方是客人或级别比你高，在对方挂断之后轻如果对方是客人或级别比你高，在对方挂断之后轻 轻放下电话。轻放下电话。Example例子：例子：Thank your for calling,have a nice day！谢谢您的来电，祝您有愉快的一天谢谢您的来电，祝您有愉快的一天！Enjoy your stay with us!祝您在我们酒店入住愉快！祝您在我们酒店入住愉快！