《电话礼仪教程》ppt课件

1、1Telephone Courtesy电电 话话 技技 巧巧2TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪GENERAL GENERAL 概述概述First impressions are often the ones that stay with us longest and influence us most. 我们通常会对第一印象记忆深化，因为我们通常会对第一印象记忆深化，因为 它对我们有很深的影响。它对我们有很深的影响。The way a business handles telephone calls reflects the overall

2、attitude of a company. 接听接听 的方式往往能反映出一个酒店的方式往往能反映出一个酒店 的整体素质。的整体素质。3TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪GENERAL GENERAL 概述概述Courteous, helpful, caring, attentive, expeditious follow up. 有礼貌地接听有礼貌地接听 ，主动提供帮助，关，主动提供帮助，关 心客人的需求，并迅速，有效的跟进。心客人的需求，并迅速，有效的跟进。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. 礼仪是每一位员工与客人进展有效礼仪是每一位员工与客人进展有效 沟通的必不可少的技巧。接听话时需要沟通的必不可少的技巧。接听话时需要 准备好一支笔和一个记事本，以便记录准备好一支笔和一个记事本，以便记录 谈话中的信息。谈话中的信息。4TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITI

4、VE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的正确的 礼仪礼仪5. Greet the caller as you would in person - with a smile. He or she will be able to hear it. 在在 里问候对方时，就像与他里问候对方时，就像与他/ /她面她面 对面一样对面一样 - - 面带微笑。他面带微笑。他/ /她在她在 的的 那一边可以听得到你的微笑。那一边可以听得到你的微笑。6. Try to visualize the caller and

5、give him or her your full attention. Dont try to continue working while you are talking. 设想对方在设想对方在 那头的情形并且全神那头的情形并且全神 贯注地听对方在说些什么。打或接听贯注地听对方在说些什么。打或接听 时，不要干别的事情，以免分时，不要干别的事情，以免分 神。神。5TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PE

6、RSONALITY 正确的正确的 礼仪礼仪7. Have any papers you may need to refer to close to the phone. 将所需的资料，文件放在手边，以便将所需的资料，文件放在手边，以便 谈话中随时用到。谈话中随时用到。8. Use the callers name. “Thank you for calling, Mr. Roberts. 在在 里，用客人的姓名称呼客人。里，用客人的姓名称呼客人。 “ “感谢您打来感谢您打来 ，罗伯特先生。，罗伯特先生。9. Take time to be helpful. 随时准备帮助对方。随时准备帮助对方。

7、6TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE TIPS FOR A POSITIVE TELEPHONE PERSONALITYPERSONALITY正确的正确的 礼仪礼仪10. Ask permission or explain what you are doing before transferring a call. 在转在转 之前，要征得对方的同意或之前，要征得对方的同意或 向对方解释你将要做些什么。向对方解释你将要做些什么。11. Develop your stock of tactf

8、ul responses: “She is expected in later this morning , rather than “She has not come in yet. 运用纯熟的方式答复运用纯熟的方式答复 ：“她今早得她今早得 晚些时候回来，而不是说：晚些时候回来，而不是说：“她还她还 没有回来。没有回来。 7TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的正确的 礼仪礼仪

9、12. Apologize for an errors or delays. 为任何错误或延误而抱歉。为任何错误或延误而抱歉。 13. Use Mr. ,Mrs. or Ms. when referring to people within your company to outsiders. 与外部通话时，用先生，太太或小姐与外部通话时，用先生，太太或小姐 来称呼酒店内部的人员。来称呼酒店内部的人员。14. Do a quick mental rehearsal before making a call which may easily become complicated or jumbl

10、ed. 打打 之前，先在脑海里做一个快速之前，先在脑海里做一个快速 的彩排，否那么很容易在打的彩排，否那么很容易在打 时出时出 现混乱。现混乱。8TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的正确的 礼仪礼仪15. Before starting a lengthy conversation, ask if it is a convenient time for the person to

11、 talk. 在开场一个长时间谈话前，询问对方在开场一个长时间谈话前，询问对方 是否方便。是否方便。16. Be yourself; speak naturally. 自自然然，就像平常说话那样。自自然然，就像平常说话那样。All calls must be answered as soon as possible, within 3 rings, in a clear and courteous voice. 所有的所有的 都应尽快接听：在铃响都应尽快接听：在铃响3 3 声之内以明晰的声音，礼貌的方式接声之内以明晰的声音，礼貌的方式接 听听 。9TELEPHONE COURTESY TELE

12、PHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE TIPS FOR A POSITIVE TELEPHONE PERSONALITYPERSONALITY正确的正确的 礼仪礼仪 Anyone with a designated extension should answer their own calls. 每个有指定每个有指定 的工作人员都应及时的工作人员都应及时 接听自己的接听自己的 。19. If your phone rings and you are with someone, excuse yourself and attend to

13、 the call. 当你与别人在一起时，你的当你与别人在一起时，你的 响响 了，请先接听了，请先接听 。10TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪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 所有部门总监所有部门总监/ /经理及秘书，经理及秘书， 安康中安康中 心，餐饮部所有餐厅，前厅部所有小心，餐饮部所有餐厅，前厅部所有小 部门，市场销售部及客房部文员接听部门，市场销售部及客房部文员接听 时应使用英语。时应使用英语。简称一线部门简称一线部门TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的正确的 礼仪礼仪 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 财务部，厨房，车队，工程部，保安财务部，厨房，车队，工程部，保安 部，物业部，市场销售部美工，员工部，物业部，市场销售部美工，员工 餐厅，医务室，客房部其它部门及人餐厅，医务室，客房部其它部门及人 力资源部办公室接听力资源部办公室接听 时可使用汉

16、时可使用汉 语。语。简称为二线部门简称为二线部门TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的正确的 礼仪礼仪 12TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ANSWERING YOUR LINE ANSWERING YOUR LINE 接听接听 时时For Front of the HouseFor Front of the House一线部

17、门：一线部门：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文标准问候中文标准问候2. Give the name of your department2. Give the name of your department 报出自己所在的部门名称报出自己所在的部门名称3. Give your name3. Give your name 报出自己的姓名报出自己的姓名4. Offer assistance4. Offer assistance 提供帮助提供帮助13TELEPHONE COURTESY TELEPHON

18、E COURTESY 礼仪礼仪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 礼仪礼仪 ANSWERING YOUR LINE ANSWERING YOUR LINE 接听接听 时时For Heart of the HouseFor Heart of the House二线部门：二线部门：1. Standard greeting in Chi

19、nese1. Standard greeting in Chinese 中文标准问候中文标准问候2. Give the name of your department2. Give the name of your department 报出自己所在的部门名称报出自己所在的部门名称EXAMPLE EXAMPLE 例子例子“你好你好“财务部财务部15TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ANSWERING SOMEONE ELSE LINE ANSWERING SOMEONE ELSE LINE 接听别人接听别人 时时 For Front of th

20、e HouseFor Front of the House一线部门：一线部门：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文标准问候中文标准问候2. Identify the office or department2. Identify the office or department 报出你如今所在的部门报出你如今所在的部门3. Give your name3. Give your name 报出自己的姓名报出自己的姓名4. Offer assistance 4. Offer assistance 提供帮助

21、提供帮助5. Take a message5. Take a message 记下客人的留言记下客人的留言6. Ask guest for his/her name6. Ask guest for his/her name 询问客人的姓名询问客人的姓名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，请客人帮助拼写。假如不清楚客人的名字，请客人帮助拼写。16TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼

22、仪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?“谭小姐今天早上谭小姐今天早上11:0011:00左右回来，您愿意左右回来，您愿意 留言吗？留言吗？- “May I have your name, please?- “May I have your name, please? “ “请问您贵姓？请问您贵姓？-“Could you kindly spell your name for Could you kindly spell your name for me? Thank you, Mr. Pacaud. me? Thank you, Mr. Pacaud. “ “弓长张还是立早章呢

24、？弓长张还是立早章呢？17 For Heart of the HouseFor Heart of the House二线部门：二线部门：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文标准问候中文标准问候2. Identify the office or department2. Identify the office or department 中文报出你如今所在的部门中文报出你如今所在的部门3. Take a message3. Take a message 记下客人的留言记下客人的留言4. Ask gues

25、t for his/her name4. Ask guest for his/her name 询问客人的姓名询问客人的姓名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，请客人帮助拼写。假如不清楚客人的名字，请客人帮助拼写。TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ANSWERING SOMEONE ELSE LINE ANSWERING SOMEONE ELSE LINE 接听别人接听别人

26、时时 18 - “- “你好。你好。 - “- “财务部。财务部。 -“-“谭小姐今天早上谭小姐今天早上11:0011:00左右回来，您左右回来，您愿意留言吗？愿意留言吗？ -“-“请问您贵姓？请问您贵姓？ - “- “弓长张还是立早章呢？弓长张还是立早章呢？TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SAMPLESAMPLE 例子例子19TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪PLACING A CALLER ON “HOLDPLACING A CALLER ON “HOLD 请对方稍等请对方稍等 Placi

27、ng a caller on “Hold Placing a caller on “Hold 运用运用“请稍等，而不是请稍等，而不是“您别挂。您别挂。 Ask permission and acknowledge Ask permission and acknowledge guests response. guests response. 征求对方的同意，并感谢对方征求对方的同意，并感谢对方。SAMPLE SAMPLE 例子例子“Would you mind to hold on ?“Would you mind to hold on ? “ “您介意稍等一下吗？您介意稍等一下吗？“Yes,

28、 of course.Yes, of course. “ “可以，当然可以。可以，当然可以。“Thank youThank you. . “ “谢谢。谢谢。20TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪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 再次由原先接听再次由原先接听 的人与对方通话时：

29、的人与对方通话时：For Front of the HouseFor Front of the House一线部门一线部门 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，那就在谈话中用姓名称假如得知客人的姓名，那就在谈话中用姓名称 呼客人。呼客人。 Always thank the caller for waitingAlways thank the caller for waiting 不断地感谢客人

30、的等候。不断地感谢客人的等候。 Offer assistance to take a message Offer assistance to take a message 主动提供帮助请对方留言。主动提供帮助请对方留言。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，抱歉让您久等了。谭小姐今早晚些王先生，抱歉让您久等了。谭小姐今早晚些 时候回来，您愿意留言吗？时候回来，您愿意留言吗？21TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪 For Front of the HouseFor Front of the House 二线部门二线部门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，那就在谈话中用姓名称假如得知客人的姓名，那就在谈话中用姓名称呼客人。呼客人。Always thank the caller for waitingAlways thank the caller for waiting 不断地感谢客人的等候。不断地感谢客人的等候。Offer assistance to take a messageOffer assistance to take a message 主动提供帮助请对方留言。主动提供帮助请对方留言。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 再次由原先接听再次由原先接听 的人与对方通话时：的人与对方通话时：SAMPLE SAMPLE 例子例子 王先生，抱歉让您久等了，谭小姐今早晚些王先生，抱歉让您久等了，谭小姐今早晚些 时候回来。您愿意留言吗？时候回来。您愿意留言吗？22TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪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 对方欲与通话的人接听对方欲与通话的人接听 时：时：For Front of the HouseFor Front of the House一线部门一线部门1. Always thank the caller1. Always thank the caller 不断感谢对方等候不断感谢对方等候2. Give your name2. Give your name 报出自己的姓名报出自己的姓名3.

35、Offer assistance3. Offer assistance 提供帮助提供帮助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 ? “ “对不起，让您久等了。我是对不起，让您久等了。我是Diana TanDiana Tan， 我能帮您吗？我能帮您吗？23TELEPHONE TELEPHONE COURTESYCOURTESY 礼仪礼仪 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 对方欲与通话的人接听对方欲与通话的人接听 时：时：For Heart of the HouseFor Heart of the House二线部门二线部门1. Always thank the caller1. Always thank the caller 不断感谢对方等候不断感谢对方等候2. Give your name2. Give

37、your name 报出自己的姓名报出自己的姓名SAMPLE SAMPLE 例子例子 “ “对不起，让您久等了。我是对不起，让您久等了。我是Diana TanDiana Tan， 我我 能帮您吗？能帮您吗？24TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TRANSFERRING A CALLTRANSFERRING A CALL 转转 Tell the caller you are transferring Tell the caller you are transferring his/her call. his/her call. 告诉对方你将转他告

38、诉对方你将转他/ /她的她的 。2. Announce to receiving party the 2. Announce to receiving party the incoming call.incoming call. 告诉接听方你将转进来一个告诉接听方你将转进来一个 。3. Stay on the line until the connection has 3. Stay on the line until the connection has been made.been made. 转接成功后再挂断转接成功后再挂断 。25TELEPHONE COURTESY TELEPHONE

39、 COURTESY 礼仪礼仪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, 我如今要将您的我如今要将您的 转给转给 Ms. TanMs. Tan。 请稍候好吗？请稍候好吗？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, 我如今将我如今将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, 我已将您的

41、我已将您的 接到了接到了Ms. TanMs. Tan的的 上。您请讲。上。您请讲。26TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SCREEN OF CALLS SCREEN OF CALLS 询问对方询问对方 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? 当在转接一个当在转接一个 时，你可以询问对方的姓名，时，你可以询问对方的姓名， 但切忌过多地询问对方

43、。但当对方欲与通话的人但切忌过多地询问对方。但当对方欲与通话的人 不在时，你可以主动提供帮助。不在时，你可以主动提供帮助。 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. 因为，假如客人有过不愉快的经历，他因为，假如客人有过不愉快的经历，他/ /她并不想她并不想 在问题解决之前将这些经历告诉很多人。处理这在问题解决之前将这些经历告诉很多人。处理这 类类 时应格外慎重，小心。时应格外慎重，小心。27TELEPH

45、ONE COURTESY TELEPHONE COURTESY 礼仪礼仪SCREEN OF CALLS SCREEN OF CALLS 询问对方询问对方 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. “ “盘问对方是不职业化，不礼貌的行为，而盘问对方是不职业

46、化，不礼貌的行为，而 且可能导致失去一笔生意。且可能导致失去一笔生意。 So to deal with such calls as follows:So to deal with such calls as follows: 所以，用以下方式来处理：所以，用以下方式来处理： “ “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. “ “请问您贵姓？非常感谢，请问您贵姓？非常感谢，Mr. Black, Mr. Black, 请稍请稍 候，我如今就将您的候，我如今就将您的 转进去。转进去。28TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ENDING A CONVERSATIONENDING A CONVERSATION 完毕通话时完毕通话时 Always thank the caller Always thank the caller 不断地感谢对方不断地感谢对方 Use the callers name whenever possibleUse the callers name whenever possible 在谈话中尽可能地使用客人的姓名在谈话中尽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 要让对方感到你很乐意为他要让对方感到你很乐意为他/ /她效劳她效劳 End