地派電話禮儀

TelephoneEtiquette電話禮儀CourseOuline課程大綱

A.Answeringcalls接聽電話B.Makingcalls打出電話C.Endingatelephoneconversation結(jié)束通話Answeringcalls接聽電話

Standard標(biāo)準(zhǔn)Callforme找我的Onhold在線等候Callforsomeonearound電話是找附近的人Callforsomeonenotaround所找的人不在附近Callforsomeonenotavailable所找的人無法接聽Wrongnumber要找的號(hào)碼錯(cuò)誤Pickupcallonotherextension代接電話Handlingmorethanonecall同時(shí)接聽?zhēng)讉€(gè)電話

1.Standard-telephoneoperator

標(biāo)準(zhǔn)-接線生

Answerthephonewithin3ringsusingsmilingvoice鈴響三聲以內(nèi)用微笑的聲音接聽電話Greeting問候Identifyyourhotel(outsidecall)oryourdepartment(internalcall)報(bào)店名（外線）或報(bào)部門（內(nèi)線）Identifyyourself報(bào)姓名Offerhelp主動(dòng)提供幫助

Example例子:Nihao您好Dipaihotspringresort/Operator/reception/BC地派溫泉度假村/接線生Lilyspeaking我是麗麗HowmayIhelpyou有什么可以幫到您的嗎？

2.Callforme找我的

Confirmthatyouaretheverypersonand/oraskwhothecalleris(Ifshe/hedidnottellyou)確認(rèn)你就是要找的人并詢問對(duì)方是誰(如果對(duì)方未講)Keepingsmilinganduseacourteousvoice,showyouarewillingtohelp保持微笑及使用禮貌的語氣,顯示出你的樂意相助

Example例子:Yes,speaking我是,請(qǐng)講MayIknowwhoiscalling?請(qǐng)問您貴姓?HowmayIhelpyou?有什么可以幫您的嗎?

3.Onhold在線等候

Exphainthatyouneedtimetodowhatandtellthecallerhowlongitwilltake.向來電者說明你需要多長時(shí)間去做什么.Givetheoptiontothecallerwhethertoholdonorbecalledbackifittakesmorethan1minute.如果需要時(shí)間超過1分鐘讓對(duì)方選擇是在線等候還是你打回去.Thankthecallerwhenyoucomeback.回來時(shí)要感謝對(duì)方等候.Example例子:Onemomentplease!Letmecheckforyou.請(qǐng)稍待,我?guī)湍橐幌?Itwouldtake2minutes.大概要2分鐘.WouldyouliketoholdonorshouldIcallyoubacklater.請(qǐng)問您是愿意等候還是我稍后打回給您.Thankyouforholding.謝謝您的等候.4.Callforsomeonearound

電話是找附近的人

Askwho’scallingandtellthecalleryouwillputtheoneonphone.詢問來電者姓名并告訴對(duì)方你會(huì)讓所找的人接聽.Telltheveryonewho’scallingandputhim/heronphone.告訴所找的人誰找他/她,并將電話交予對(duì)方.

Note提示:Example例子：putthecalleronholdfirst

MayIknowwhoiscalling先把來電放在等候音樂上請(qǐng)問你貴姓?Neversaywordssuchas

Allright.Mr.A,IwillaskMs.Bto“OK”or”Whoareyou?”Answerourcallimmediately.絕不說”O(jiān)K”或”您是誰呀?”好的,A先生,我馬上叫B小姐來接聽Ms.B.,Mr.AisonthephoneB小姐,A先生電話找您.

5.Callforsomeonenotaround

所找的人不在附近

Tellthecallerthepersonisnotaroundandaskhimwhethertoleaveamessageorcallbacklater告訴來電者所找的人不在附近,詢問對(duì)方是否留言或稍后打來.Takedownthename,time,date,numberandthecontent;repeatname,numberandthecontent.Remembertowriteyournameonthemessage!記下來電時(shí)間,日期,來電人姓名,號(hào)碼及留言內(nèi)容并重復(fù)姓名,號(hào)碼和留言內(nèi)容.別忘了在留言板上寫下你自己的名字哦!Example例子：IamsorryMsbisnotaround.很抱歉B小姐走開了.MayIknowwhoiscalling?MayIhavethespelling,please?請(qǐng)問您貴姓呢?請(qǐng)問怎么拼寫?MrAwouldyouliketoleaveamessageorcallherlater?A小姐,請(qǐng)問您是愿意留言還是稍后再打來?MayIhaveyourphonenumber,Mr.A?MayIrepeat?請(qǐng)問您的號(hào)碼是多少,A先生?重復(fù)一下好嗎?

6.Callforsomeonenotavailable

所找的人無法接聽

Similarstepsas“notaround”.步驟與”不在附近”相同.Onlydifferenceisyoushouldaskthecallerwhethertocallbacklateroraskthepersontocallhim/herlater唯一區(qū)別是詢問來電者稍后再打來還是讓你所找的人一會(huì)兒打過去。Example例子：Mr.A,IamsorryMs.Bisonanotherphone……A先生，很抱歉B小姐正好在接另一個(gè)電話……WouldyouliketocallbackorshouldIaskMs.Btocallyoulater?請(qǐng)問您是稍后再打來，還是我讓B小姐稍后打給您？MayIhaveyournumber,please?能知道您的電話號(hào)碼嗎？

7.Wrongnumber

對(duì)方打錯(cuò)電話

Politelytellthecallers/he’sgotawrongnumber禮貌地告訴來電者她/他打錯(cuò)了電話。Assistthecallerbytransferringifyouknowtheextension,otherwise,kindlyreferthecallertothehoteloperator.如果你知道或可以查到正確的號(hào)碼，協(xié)助轉(zhuǎn)往正確的分機(jī)，否則友好地告訴來電者打總機(jī)轉(zhuǎn).

Example例子：Iamsorrytheperson/departmentyouarelookingforisatextension1234.對(duì)不起，您要找的人/部門分機(jī)是1234.IamsorrythisisdepartmentB,Onemomentplease!Letmechecktheirextensionnumberforyou.對(duì)不起，這是B部門。請(qǐng)稍候，我?guī)湍橐幌滤麄兊奶?hào)碼.Theirnumberis1234.Letmeputyouthrough.(presstransferkeys)他們的號(hào)碼是1234.我?guī)湍D(zhuǎn)過去吧.（按轉(zhuǎn)接電話鍵）Iamsorrylcannotfindtheirnumber/transferfromthisextension,couldyouaskthehoteloperatorforassistance?很抱歉我找不到他的號(hào)碼/這個(gè)分機(jī)轉(zhuǎn)不了電話.請(qǐng)您拔總機(jī)讓他們幫您轉(zhuǎn)。8.Pickupcallonotherextension代接電電話Neverleythecallonotherextensioninyourareabeignored.絕不對(duì)對(duì)你所所在區(qū)區(qū)域其其他分分機(jī)上上的電電話置置之不不理。。Ifyouarenotonthephone,answercallbyusingcallpickup.Stepsaresameasansweringcallandcallforpersonnotaround.如果果你你的的分分機(jī)機(jī)有有空空，，用用代代接接功功能能接接聽聽。。步步驟驟與與接接聽聽電電話話和和電電話話找找不不在在附附近近的的人人相相同同。。Ifyouareonthephone,refertonextslide””Handlingmorethanonephone.””如果果你你在在電電話話上上，，參參見見下下一一步步““同同時(shí)時(shí)接接聽聽?zhēng)讕讉€(gè)個(gè)電電話話””。。9.Handingmorethanonecall同同時(shí)時(shí)接接聽聽?zhēng)讕讉€(gè)個(gè)電電話話Kindlyasktheotherpartytoholdonandgotoanswerthecallontheotherextension.Stepslikementionedbefore.禮貌地請(qǐng)請(qǐng)求對(duì)方方同意你你接聽另另一個(gè)電電話，然然后過去去接聽響響鈴分機(jī)機(jī)。步驟驟與前面面提到過過的相同同。Quicklyprioritizeandfocusononecallonly.迅速?zèng)Q定哪哪一個(gè)重要要并只專注注于一個(gè)電電話。Example例子子：lamsorry,MsA,I’vegotanothercall.Couldyouwaitforamoment?Iwillberightback.(PressHold)很抱歉A小小姐，我有有另處一個(gè)個(gè)電話，您您稍等好嗎嗎？我馬上上回來。(音樂等候候)Iamsorry,MrB,MsAisontheotherphone.MayIcallyoubacklater?很抱歉B先先生，A小小姐在另一一個(gè)電話上上，我一會(huì)會(huì)兒給您回回電話行嗎嗎？Thankyouforwaiing,MsA.Pleasegoahead.謝謝您等候候，B先生生，您接著著說。B.Makingcalls打打出電話Standard標(biāo)準(zhǔn)Theverypersonisnotaround/notavailable你找的人不不在/無法法接聽Wrongnumber打錯(cuò)電電話Standard標(biāo)標(biāo)準(zhǔn)準(zhǔn)Greeting問問候候Identifyyourdepartment報(bào)報(bào)你的的部門門Identifyyourself報(bào)報(bào)姓姓名Tellthepersonwhyyoucallorwhomyoucallfor說明去去電意意圖或或報(bào)出出要找找的人人Example例例子:Nihao,thisisJasonfromtrainingdepartment您好，，我是是培訓(xùn)訓(xùn)部的的Jason.Iamcallingfortheregistrationformofthetrainingcourse我打電電話是是想問問一下下你們們培訓(xùn)訓(xùn)課程程報(bào)名名表的的事情情。MayIspeaktoMs.Casey?請(qǐng)問Casey小姐姐在嗎嗎？Thepersonyouwantisnotaround/avaiable你你要找找的人不不在/無無法接聽聽Tellthepersonansweringthecallpolitelyyournameandphonenumberandasktopassthemessageortelltheoneyoucallforthatyouwouldcallbacklater.禮貌地告告訴接聽聽的人你你的姓名名及號(hào)碼碼，并請(qǐng)請(qǐng)對(duì)方轉(zhuǎn)轉(zhuǎn)達(dá)留言言或轉(zhuǎn)告告你要找找的人你你會(huì)稍后后再打來來。Example例子：：couldyoutakeamessageforme?PleasetellMs.BthatJasonofTrainingdepartmentcalled.麻煩您幫幫我留言言行嗎？？請(qǐng)轉(zhuǎn)告告B小姐姐培訓(xùn)部部的Jasom打電話找過她她Pleaseaskhertocallmeat1234./PleasetellherIwillcallbacklater.請(qǐng)您告訴訴她給我我回電，，號(hào)碼1234。請(qǐng)轉(zhuǎn)轉(zhuǎn)告她我我稍后打打來。Wrongnumber打打錯(cuò)電電話Neverhangupwithoutaword!絕對(duì)不可可以一聲聲不響就就把電話話掛了！！Apolopgizeforthemistake.Ifyouarenotsureofthenumberyouarecalling,youmayfindassistancehere.要為打錯(cuò)錯(cuò)電話道道歉。如如果你不不確定要要找的號(hào)號(hào)碼，沒沒準(zhǔn)對(duì)方方可以幫幫你呢。。Example例子：：Iamsosorry,I’vegotthewrongnumber.非常對(duì)不不起，我我打錯(cuò)電電話了。。IwascallingfordepartmentC.Doyouhappentoknowtheirnumber?我要要找找的的是是C部部門門。。您您知知道道他他們們的的號(hào)號(hào)碼碼嗎嗎？？C.Endingatelephoneconversation結(jié)結(jié)束束通通話話(Notice:beforeyouendyourtalking,asktheguest:IsthereanythingelseIcandoforyou?)Thanktheotherpartyandexpressyourbestwish.感謝對(duì)對(duì)方，，并給給對(duì)方方良好好祝愿愿。Hangupgentlyafterhim/heriftheotherpartyisaguestorsuperior如果對(duì)對(duì)方是是客人人或級(jí)級(jí)別比比你高高，在在對(duì)方方掛斷斷之后后輕輕放下下電話話。Example例子子：Thankyourforcalling,haveaniceday??！謝謝您您的來來電，，祝您您有愉愉快的的一天天?。njoyyourstaywithus!祝您在在我們們酒店店入住住愉快快！9、靜夜四無鄰鄰，荒居舊業(yè)業(yè)貧。。12月-2212月-22Friday,December23,202210、雨中黃葉樹樹，燈下白頭頭人。。02:37:4402:37:4402:3712/23/20222:37:44AM11、以我我獨(dú)沈沈久，，愧君君相見見頻。。。12月月-2202:37:4402:37Dec-2223-Dec-2212、故人江海別別，幾度隔山山川。。02:37:4402:37:4402:37Friday,December23,202213、乍見翻疑夢(mèng)夢(mèng)，相悲各問問年。。12月-2212月-2202:37:4402:37:44December23,202214、他鄉(xiāng)生白發(fā)發(fā)，舊國見青青山。。23十二月月20222:37:44上午02:37:4412月-2215、比不不了得得就不不比，，得不不到的的就不不要。。。。。十二月月222:37上上午午12月月-2202:37December23,202216、行動(dòng)出成成果，工作作出財(cái)富。。。2022/12/232:37:4402:37:4423December202217、做做前前，，能能夠夠環(huán)環(huán)視視四四周周；；做做時(shí)時(shí)，，你你只只能能或或者者最最好好沿沿著著以以腳腳為為起起點(diǎn)點(diǎn)的的射射線線向向前前。。。。2:37:45上午2:37上上午02:37:4512月-229、沒有失敗，，只有暫時(shí)停停止成功！。。12月-2212月-22Friday,December23,202210、很多事情努努力了未必有有結(jié)果，但是是不努力卻什什么改變也沒沒有。。02:37:4502:37:4502:3712/23/20222:37:45AM11、成功功就是是日復(fù)復(fù)一日日那一一點(diǎn)點(diǎn)點(diǎn)小小小努力力的積積累。。。12月月-2202:37:4502:37Dec-2223-Dec-2212、世間間成事事，不不求其其絕對(duì)對(duì)圓滿滿，留留一份份不足足，可可得無無限完完美。。。02:37:4502:37:4502:37Friday,December23,202213、不知香積積寺，數(shù)里里入云峰。。。12月-2212月-2202:37:4502:37:45December23,202214、意意志志堅(jiān)堅(jiān)強(qiáng)強(qiáng)的的人人能能把把世世界界放放在在手手中中像像泥泥塊塊一一樣樣任任意意揉揉捏捏。。23十十二二月月20222:37:45上上午午02:37:4512月月-2215、楚塞三湘湘接，荊門門九派通。。。。十二月222:37上上午12月-2202:37December23,202216、少少年年十十五五二二十十時(shí)時(shí)，，步步行行奪奪得得胡胡馬馬騎騎。。。。2022/12/232:37:4502:37:4523December202217、空空山山新新雨雨后后，，天天氣氣晚晚來