《電話禮儀教程》ppt課件

1、1Telephone Courtesy電電 話話 技技 巧巧2TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀GENERAL GENERAL 概述概述First impressions are often the ones that stay with us longest and influence us most. 我們通常會對第一印象記憶深化，因為我們通常會對第一印象記憶深化，因為 它對我們有很深的影響。它對我們有很深的影響。The way a business handles telephone calls reflects the overall

2、attitude of a company. 接聽接聽 的方式往往能反映出一個酒店的方式往往能反映出一個酒店 的整體素質。的整體素質。3TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀GENERAL GENERAL 概述概述Courteous, helpful, caring, attentive, expeditious follow up. 有禮貌地接聽有禮貌地接聽 ，主動提供幫助，關，主動提供幫助，關 心客人的需求，并迅速，有效的跟進。心客人的需求，并迅速，有效的跟進。Telephone courtesy is an essential part of

3、 every employees interaction with guests. Anyone answering a telephone needs to have a pen and a note pad readily available. 禮儀是每一位員工與客人進展有效禮儀是每一位員工與客人進展有效 溝通的必不可少的技巧。接聽話時需要溝通的必不可少的技巧。接聽話時需要 準備好一支筆和一個記事本，以便記錄準備好一支筆和一個記事本，以便記錄 談話中的信息。談話中的信息。4TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀TIPS FOR A POSITI

4、VE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正確的正確的 禮儀禮儀5. Greet the caller as you would in person - with a smile. He or she will be able to hear it. 在在 里問候對方時，就像與他里問候對方時，就像與他/ /她面她面 對面一樣對面一樣 - - 面帶微笑。他面帶微笑。他/ /她在她在 的的 那一邊可以聽得到你的微笑。那一邊可以聽得到你的微笑。6. Try to visualize the caller and

5、give him or her your full attention. Dont try to continue working while you are talking. 設想對方在設想對方在 那頭的情形并且全神那頭的情形并且全神 貫注地聽對方在說些什么。打或接聽貫注地聽對方在說些什么。打或接聽 時，不要干別的事情，以免分時，不要干別的事情，以免分 神。神。5TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PE

6、RSONALITY 正確的正確的 禮儀禮儀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，以便將所需的資料，文件放在手邊，以便 談話中隨時用到。談話中隨時用到。8. Use the callers name. “Thank you for calling, Mr. Roberts. 在在 里，用客人的姓名稱呼客人。里，用客人的姓名稱呼客人。 “ “感謝您打來感謝您打來 ，羅伯特先生。，羅伯特先生。9. Take time to be helpful. 隨時準備幫助對方。隨時準備幫助對方。

7、6TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀TIPS FOR A POSITIVE TELEPHONE TIPS FOR A POSITIVE TELEPHONE PERSONALITYPERSONALITY正確的正確的 禮儀禮儀10. Ask permission or explain what you are doing before transferring a call. 在轉在轉 之前，要征得對方的同意或之前，要征得對方的同意或 向對方解釋你將要做些什么。向對方解釋你將要做些什么。11. Develop your stock of tactf

8、ul responses: “She is expected in later this morning , rather than “She has not come in yet. 運用純熟的方式答復運用純熟的方式答復 ：“她今早得她今早得 晚些時候回來，而不是說：晚些時候回來，而不是說：“她還她還 沒有回來。沒有回來。 7TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正確的正確的 禮儀禮儀

9、12. Apologize for an errors or delays. 為任何錯誤或延誤而抱歉。為任何錯誤或延誤而抱歉。 13. Use Mr. ,Mrs. or Ms. when referring to people within your company to outsiders. 與外部通話時，用先生，太太或小姐與外部通話時，用先生，太太或小姐 來稱呼酒店內部的人員。來稱呼酒店內部的人員。14. Do a quick mental rehearsal before making a call which may easily become complicated or jumbl

10、ed. 打打 之前，先在腦海里做一個快速之前，先在腦海里做一個快速 的彩排，否那么很容易在打的彩排，否那么很容易在打 時出時出 現(xiàn)混亂。現(xiàn)混亂。8TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正確的正確的 禮儀禮儀15. Before starting a lengthy conversation, ask if it is a convenient time for the person to

11、 talk. 在開場一個長時間談話前，詢問對方在開場一個長時間談話前，詢問對方 是否方便。是否方便。16. Be yourself; speak naturally. 自自然然，就像平常說話那樣。自自然然，就像平常說話那樣。All calls must be answered as soon as possible, within 3 rings, in a clear and courteous voice. 所有的所有的 都應盡快接聽：在鈴響都應盡快接聽：在鈴響3 3 聲之內以明晰的聲音，禮貌的方式接聲之內以明晰的聲音，禮貌的方式接 聽聽 。9TELEPHONE COURTESY TELE

12、PHONE COURTESY 禮儀禮儀TIPS FOR A POSITIVE TELEPHONE TIPS FOR A POSITIVE TELEPHONE PERSONALITYPERSONALITY正確的正確的 禮儀禮儀 Anyone with a designated extension should answer their own calls. 每個有指定每個有指定 的工作人員都應及時的工作人員都應及時 接聽自己的接聽自己的 。19. If your phone rings and you are with someone, excuse yourself and attend to

13、 the call. 當你與別人在一起時，你的當你與別人在一起時，你的 響響 了，請先接聽了，請先接聽 。10TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀All Division/Department Heads and secretaries, Health Club, Food & Beverage outlets, Front Office sections, Sales and Marketing and Housekeeping order takers should answer lines in English. Hereafter

14、 called Front of the house 所有部門總監(jiān)所有部門總監(jiān)/ /經(jīng)理及秘書，經(jīng)理及秘書， 安康中安康中 心，餐飲部所有餐廳，前廳部所有小心，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部門，市場銷售部及客房部文員接聽 時應使用英語。時應使用英語。簡稱一線部門簡稱一線部門TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正確的正確的 禮儀禮儀 1121. Finance, Kitchen, Transportation, Engineerin

15、g, 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餐廳，醫(yī)務室，客房部其它部門及人 力資源部辦公室接聽力資源部辦公室接聽 時可使用漢

16、時可使用漢 語。語。簡稱為二線部門簡稱為二線部門TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正確的正確的 禮儀禮儀 12TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀ANSWERING YOUR LINE ANSWERING YOUR LINE 接聽接聽 時時For Front of the HouseFor Front of the House一線部

17、門：一線部門：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文標準問候中文標準問候2. Give the name of your department2. Give the name of your department 報出自己所在的部門名稱報出自己所在的部門名稱3. Give your name3. Give your name 報出自己的姓名報出自己的姓名4. Offer assistance4. Offer assistance 提供幫助提供幫助13TELEPHONE COURTESY TELEPHON

18、E COURTESY 禮儀禮儀EXAMPLE EXAMPLE 例子例子“你好你好“Traders CafTraders Caf“Stella Speaking“Stella Speaking“May I help you?“May I help you?14TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀 ANSWERING YOUR LINE ANSWERING YOUR LINE 接聽接聽 時時For Heart of the HouseFor Heart of the House二線部門：二線部門：1. Standard greeting in Chi

19、nese1. Standard greeting in Chinese 中文標準問候中文標準問候2. Give the name of your department2. Give the name of your department 報出自己所在的部門名稱報出自己所在的部門名稱EXAMPLE EXAMPLE 例子例子“你好你好“財務部財務部15TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀ANSWERING SOMEONE ELSE LINE ANSWERING SOMEONE ELSE LINE 接聽別人接聽別人 時時 For Front of th

20、e HouseFor Front of the House一線部門：一線部門：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文標準問候中文標準問候2. Identify the office or department2. Identify the office or department 報出你如今所在的部門報出你如今所在的部門3. Give your name3. Give your name 報出自己的姓名報出自己的姓名4. Offer assistance 4. Offer assistance 提供幫助

21、提供幫助5. Take a message5. Take a message 記下客人的留言記下客人的留言6. Ask guest for his/her name6. Ask guest for his/her name 詢問客人的姓名詢問客人的姓名7. If callers name not clear, ask for spelling7. If callers name not clear, ask for spelling 假如不清楚客人的名字，請客人幫助拼寫。假如不清楚客人的名字，請客人幫助拼寫。16TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮

22、儀SAMPLE 例子例子- “Ni Hao- “Ni Hao “Business Center “Business Center “Stella speaking “Stella speaking “May I help you? “May I help you?-“Ms. Tan is expected to come back at “Ms. Tan is expected to come back at around 11 oclock this morning, around 11 oclock this morning, May I take a message for her? M

23、ay I take a message for her?“譚小姐今天早上譚小姐今天早上11:0011:00左右回來，您愿意左右回來，您愿意 留言嗎？留言嗎？- “May I have your name, please?- “May I have your name, please? “ “請問您貴姓？請問您貴姓？-“Could you kindly spell your name for Could you kindly spell your name for me? Thank you, Mr. Pacaud. me? Thank you, Mr. Pacaud. “ “弓長張還是立早章呢

24、？弓長張還是立早章呢？17 For Heart of the HouseFor Heart of the House二線部門：二線部門：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文標準問候中文標準問候2. Identify the office or department2. Identify the office or department 中文報出你如今所在的部門中文報出你如今所在的部門3. Take a message3. Take a message 記下客人的留言記下客人的留言4. Ask gues

25、t for his/her name4. Ask guest for his/her name 詢問客人的姓名詢問客人的姓名5. If callers name not clear, ask for 5. If callers name not clear, ask for spellingspelling 假如不清楚客人的名字，請客人幫助拼寫。假如不清楚客人的名字，請客人幫助拼寫。TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀ANSWERING SOMEONE ELSE LINE ANSWERING SOMEONE ELSE LINE 接聽別人接聽別人

26、時時 18 - “- “你好。你好。 - “- “財務部。財務部。 -“-“譚小姐今天早上譚小姐今天早上11:0011:00左右回來，您左右回來，您愿意留言嗎？愿意留言嗎？ -“-“請問您貴姓？請問您貴姓？ - “- “弓長張還是立早章呢？弓長張還是立早章呢？TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀SAMPLESAMPLE 例子例子19TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀PLACING A CALLER ON “HOLDPLACING A CALLER ON “HOLD 請對方稍等請對方稍等 Placi

27、ng a caller on “Hold Placing a caller on “Hold 運用運用“請稍等，而不是請稍等，而不是“您別掛。您別掛。 Ask permission and acknowledge Ask permission and acknowledge guests response. guests response. 征求對方的同意，并感謝對方征求對方的同意，并感謝對方。SAMPLE SAMPLE 例子例子“Would you mind to hold on ?“Would you mind to hold on ? “ “您介意稍等一下嗎？您介意稍等一下嗎？“Yes,

28、 of course.Yes, of course. “ “可以，當然可以?？梢裕斎豢梢?。“Thank youThank you. . “ “謝謝。謝謝。20TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀RETURNING TO THE WAITING CALL BY THE RETURNING TO THE WAITING CALL BY THE PERSON WHO ORIGINALLY ANSWERED THE CALL PERSON WHO ORIGINALLY ANSWERED THE CALL 再次由原先接聽再次由原先接聽 的人與對方通話時：

29、的人與對方通話時：For Front of the HouseFor Front of the House一線部門一線部門 If guest name is known, use it during the If guest name is known, use it during the conversation conversation 假如得知客人的姓名，那就在談話中用姓名稱假如得知客人的姓名，那就在談話中用姓名稱 呼客人。呼客人。 Always thank the caller for waitingAlways thank the caller for waiting 不斷地感謝客人

30、的等候。不斷地感謝客人的等候。 Offer assistance to take a message Offer assistance to take a message 主動提供幫助請對方留言。主動提供幫助請對方留言。SAMPLE SAMPLE 例子例子“Mr. Wang, thank you for waiting. Ms. “Mr. Wang, thank you for waiting. Ms. Tan is expected in later this morning. Tan is expected in later this morning. May I take a messa

31、ge for her? May I take a message for her?“王先生，抱歉讓您久等了。譚小姐今早晚些王先生，抱歉讓您久等了。譚小姐今早晚些 時候回來，您愿意留言嗎？時候回來，您愿意留言嗎？21TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀 For Front of the HouseFor Front of the House 二線部門二線部門If guest name is known, use it during the If guest name is known, use it during the conversationc

32、onversation 假如得知客人的姓名，那就在談話中用姓名稱假如得知客人的姓名，那就在談話中用姓名稱呼客人。呼客人。Always thank the caller for waitingAlways thank the caller for waiting 不斷地感謝客人的等候。不斷地感謝客人的等候。Offer assistance to take a messageOffer assistance to take a message 主動提供幫助請對方留言。主動提供幫助請對方留言。RETURNING TO THE WAITING CALL BY THE RETURNING TO THE

33、WAITING CALL BY THE PERSON WHO ORIGINALLY ANSWERED THE CALL PERSON WHO ORIGINALLY ANSWERED THE CALL 再次由原先接聽再次由原先接聽 的人與對方通話時：的人與對方通話時：SAMPLE SAMPLE 例子例子 王先生，抱歉讓您久等了，譚小姐今早晚些王先生，抱歉讓您久等了，譚小姐今早晚些 時候回來。您愿意留言嗎？時候回來。您愿意留言嗎？22TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀RETURNING TO THE WAITING CALL BY THE RETU

34、RNING TO THE WAITING CALL BY THE INDIVIDUAL ASKED FOR BY THE CALLERINDIVIDUAL ASKED FOR BY THE CALLER 對方欲與通話的人接聽對方欲與通話的人接聽 時：時：For Front of the HouseFor Front of the House一線部門一線部門1. Always thank the caller1. Always thank the caller 不斷感謝對方等候不斷感謝對方等候2. Give your name2. Give your name 報出自己的姓名報出自己的姓名3.

35、Offer assistance3. Offer assistance 提供幫助提供幫助SAMPLE SAMPLE 例子例子 “Thank you for waiting, this is Diana “Thank you for waiting, this is Diana Tan, may I help you ? Tan, may I help you ? “ “對不起，讓您久等了。我是對不起，讓您久等了。我是Diana TanDiana Tan， 我能幫您嗎？我能幫您嗎？23TELEPHONE TELEPHONE COURTESYCOURTESY 禮儀禮儀 RETURNING TO T

36、HE WAITING CALL BY THE RETURNING TO THE WAITING CALL BY THE INDIVIDUAL ASKED FOR BY THE CALLERINDIVIDUAL ASKED FOR BY THE CALLER 對方欲與通話的人接聽對方欲與通話的人接聽 時：時：For Heart of the HouseFor Heart of the House二線部門二線部門1. Always thank the caller1. Always thank the caller 不斷感謝對方等候不斷感謝對方等候2. Give your name2. Give

37、your name 報出自己的姓名報出自己的姓名SAMPLE SAMPLE 例子例子 “ “對不起，讓您久等了。我是對不起，讓您久等了。我是Diana TanDiana Tan， 我我 能幫您嗎？能幫您嗎？24TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀TRANSFERRING A CALLTRANSFERRING A CALL 轉轉 Tell the caller you are transferring Tell the caller you are transferring his/her call. his/her call. 告訴對方你將轉他告

38、訴對方你將轉他/ /她的她的 。2. Announce to receiving party the 2. Announce to receiving party the incoming call.incoming call. 告訴接聽方你將轉進來一個告訴接聽方你將轉進來一個 。3. Stay on the line until the connection has 3. Stay on the line until the connection has been made.been made. 轉接成功后再掛斷轉接成功后再掛斷 。25TELEPHONE COURTESY TELEPHONE

39、 COURTESY 禮儀禮儀SAMPLE SAMPLE 例子例子“Mr. Black, I am transferring your call to “Mr. Black, I am transferring your call to - Ms. Tan. Will you please wait ? Ms. Tan. Will you please wait ? “Mr. Black, “Mr. Black, 我如今要將您的我如今要將您的 轉給轉給 Ms. TanMs. Tan。 請稍候好嗎？請稍候好嗎？2. “Ms. Tan, I am connecting a call from 2.

40、“Ms. Tan, I am connecting a call from Mr. Black to your line. Mr. Black to your line. “Ms. Tan, “Ms. Tan, 我如今將我如今將Mr. Black Mr. Black 的的 接到您接到您 的的 上。上。3. “Mr. Black, I have Ms. Tan on the line. Go 3. “Mr. Black, I have Ms. Tan on the line. Go ahead please. ahead please. “Mr. Black, “Mr. Black, 我已將您的

41、我已將您的 接到了接到了Ms. TanMs. Tan的的 上。您請講。上。您請講。26TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀SCREEN OF CALLS SCREEN OF CALLS 詢問對方詢問對方 It is all right to ask for the callers name It is all right to ask for the callers name if transferring the call, but we should if transferring the call, but we should no tas

42、k for the details. Unless the person no task for the details. Unless the person requested is not available, however you requested is not available, however you could offer assistance - How may I help you? could offer assistance - How may I help you? 當在轉接一個當在轉接一個 時，你可以詢問對方的姓名，時，你可以詢問對方的姓名， 但切忌過多地詢問對方

43、。但當對方欲與通話的人但切忌過多地詢問對方。但當對方欲與通話的人 不在時，你可以主動提供幫助。不在時，你可以主動提供幫助。 If the caller has had an unpleasant If the caller has had an unpleasant experience they do not wish to repeat experience they do not wish to repeat themselves to numerous people before themselves to numerous people before reaching the per

44、son the call was intended reaching the person the call was intended for. Sensitivity to such calls is of utmost for. Sensitivity to such calls is of utmost importance. importance. 因為，假如客人有過不愉快的經(jīng)歷，他因為，假如客人有過不愉快的經(jīng)歷，他/ /她并不想她并不想 在問題解決之前將這些經(jīng)歷告訴很多人。處理這在問題解決之前將這些經(jīng)歷告訴很多人。處理這 類類 時應格外慎重，小心。時應格外慎重，小心。27TELEPH

45、ONE COURTESY TELEPHONE COURTESY 禮儀禮儀SCREEN OF CALLS SCREEN OF CALLS 詢問對方詢問對方 Interrogating a caller is unprofessional, Interrogating a caller is unprofessional, discourteous and could result in the discourteous and could result in the loss of business. loss of business. “ “盤問對方是不職業(yè)化，不禮貌的行為，而盤問對方是不職業(yè)

46、化，不禮貌的行為，而 且可能導致失去一筆生意。且可能導致失去一筆生意。 So to deal with such calls as follows:So to deal with such calls as follows: 所以，用以下方式來處理：所以，用以下方式來處理： “ “May I say who is calling. Thank you. May I say who is calling. Thank you. Mr. Mr. Black, Please wait, I will connect you Black, Please wait, I will connect you

47、 now. now. “ “請問您貴姓？非常感謝，請問您貴姓？非常感謝，Mr. Black, Mr. Black, 請稍請稍 候，我如今就將您的候，我如今就將您的 轉進去。轉進去。28TELEPHONE COURTESY TELEPHONE COURTESY 禮儀禮儀ENDING A CONVERSATIONENDING A CONVERSATION 完畢通話時完畢通話時 Always thank the caller Always thank the caller 不斷地感謝對方不斷地感謝對方 Use the callers name whenever possibleUse the callers name whenever possible 在談話中盡可能地使用客人的姓名在談話中盡可能地使用客人的姓名 Let the caller know you are happy to assistLet the caller know you are happy to assist 要讓對方感到你很樂意為他要讓對方感到你很樂意為他/ /她效勞她效勞 End