地派电话礼仪课件

TelephoneEtiquette电话礼仪TelephoneEtiquette电话礼仪1CourseOuline课程大纲

A.Answeringcalls接听电话B.Makingcalls打出电话C.Endingatelephoneconversation结束通话CourseOuline课程大纲

A.Answer2Answeringcalls接听电话

Standard标准Callforme找我的Onhold在线等候Callforsomeonearound电话是找附近的人Callforsomeonenotaround所找的人不在附近Callforsomeonenotavailable所找的人无法接听Wrongnumber要找的号码错误Pickupcallonotherextension代接电话Handlingmorethanonecall同时接听几个电话Answeringcalls接听电话

Standard3

1.Standard-telephoneoperator

标准-接线生

Answerthephonewithin3ringsusingsmilingvoice铃响三声以内用微笑的声音接听电话Greeting问候Identifyyourhotel(outsidecall)oryourdepartment(internalcall)报店名（外线）或报部门（内线）Identifyyourself报姓名Offerhelp主动提供帮助

Example例子:Nihao您好Dipaihotspringresort/Operator/reception/BC地派温泉度假村/接线生Lilyspeaking我是丽丽HowmayIhelpyou有什么可以帮到您的吗？1.Standard-telephoneoper4

2.Callforme找我的

Confirmthatyouaretheverypersonand/oraskwhothecalleris(Ifshe/hedidnottellyou)确认你就是要找的人并询问对方是谁(如果对方未讲)Keepingsmilinganduseacourteousvoice,showyouarewillingtohelp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MayIknowwhoiscalling?请问您贵姓?HowmayIhelpyou?有什么可以帮您的吗?

2.Callforme找我的

Con53.Onhold在线等候

Exphainthatyouneedtimetodowhatandtellthecallerhowlongitwilltake.向来电者说明你需要多长时间去做什么.Givetheoptiontothecallerwhethertoholdonorbecalledbackifittakesmorethan1minute.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.Thankthecallerwhenyoucomeback.回来时要感谢对方等候.Example例子:Onemomentplease!Letmecheckforyou.请稍待,我帮您查一下.Itwouldtake2minutes.大概要2分钟.WouldyouliketoholdonorshouldIcallyoubacklater.请问您是愿意等候还是我稍后打回给您.Thankyouforholding.谢谢您的等候.3.Onhold在线等候

Ex64.Callforsomeonearound

电话是找附近的人

Askwho’scallingandtellthecalleryouwillputtheoneonphone.询问来电者姓名并告诉对方你会让所找的人接听.Telltheveryonewho’scallingandputhim/heronphone.告诉所找的人谁找他/她,并将电话交予对方.

Note提示:Example例子：putthecalleronholdfirst

MayIknowwhoiscalling先把来电放在等候音乐上请问你贵姓?Neversaywordssuchas

Allright.Mr.A,IwillaskMs.Bto“OK”or”Whoareyou?”Answerourcallimmediately.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.AisonthephoneB小姐,A先生电话找您.4.Callforsomeonearound

7

5.Callforsomeonenotaround

所找的人不在附近

Tellthecallerthepersonisnotaroundandaskhimwhethertoleaveamessageorcallbacklater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.Takedownthename,time,date,numberandthecontent;repeatname,numberandthecontent.Remembertowriteyournameonthemessage!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.别忘了在留言板上写下你自己的名字哦!Example例子：IamsorryMsbisnotaround.很抱歉B小姐走开了.MayIknowwhoiscalling?MayIhavethespelling,please?请问您贵姓呢?请问怎么拼写?MrAwouldyouliketoleaveamessageorcallherlater?A小姐,请问您是愿意留言还是稍后再打来?MayIhaveyourphonenumber,Mr.A?MayIrepeat?请问您的号码是多少,A先生?重复一下好吗?

5.Callforsomeonenotar8

6.Callforsomeonenotavailable

所找的人无法接听

Similarstepsas“notaround”.步骤与”不在附近”相同.Onlydifferenceisyoushouldaskthecallerwhethertocallbacklateroraskthepersontocallhim/herlater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,IamsorryMs.Bisonanotherphone……A先生，很抱歉B小姐正好在接另一个电话……WouldyouliketocallbackorshouldIaskMs.Btocallyoulater?请问您是稍后再打来，还是我让B小姐稍后打给您？MayIhaveyournumber,please?能知道您的电话号码吗？

6.Callforsomeonenota9

7.Wrongnumber

对方打错电话

Politelytellthecallers/he’sgotawrongnumber礼貌地告诉来电者她/他打错了电话。Assistthecallerbytransferringifyouknowtheextension,otherwise,kindlyreferthecallertothehoteloperator.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：Iamsorrytheperson/departmentyouarelookingforisatextension1234.对不起，您要找的人/部门分机是1234.IamsorrythisisdepartmentB,Onemomentplease!Letmechecktheirextensionnumberforyou.对不起，这是B部门。请稍候，我帮您查一下他们的号码.Theirnumberis1234.Letmeputyouthrough.(presstransferkeys)他们的号码是1234.我帮您转过去吧.（按转接电话键）Iamsorrylcannotfindtheirnumber/transferfromthisextension,couldyouaskthehoteloperatorforassistance?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。

7.Wrongnumber

对方打错电话

Politel108.Pickupcallonotherextension

代接电话

Neverleythecallonotherextensioninyourareabeignored.绝不对你所在区域其他分机上的电话置之不理。Ifyouarenotonthephone,answercallbyusingcallpickup.Stepsaresameasansweringcallandcallforpersonnotaround.如果你的分机有空，用代接功能接听。步骤与接听电话和电话找不在附近的人相同。Ifyouareonthephone,refertonextslide”Handlingmorethanonephone.”如果你在电话上，参见下一步“同时接听几个电话”。

8.Pickupcallonotherextens119.Handingmorethanonecall

同时接听几个电话Kindlyasktheotherpartytoholdonandgotoanswerthecallontheotherextension.Stepslikementionedbefore.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。Quicklyprioritizeandfocusononecallonly.迅速决定哪一个重要并只专注于一个电话。

Example例子：lamsorry,MsA,I’vegotanothercall.Couldyouwaitforamoment?Iwillberightback.(PressHold)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)Iamsorry,MrB,MsAisontheotherphone.MayIcallyoubacklater?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？Thankyouforwaiing,MsA.Pleasegoahead.谢谢您等候，B先生，您接着说。

9.Handingmorethanonecall

12B.Makingcalls

打出电话Standard标准Theverypersonisnotaround/notavailable你找的人不在/无法接听Wrongnumber打错电话B.Makingcalls

打出电话Standa13Standard标准Greeting问候Identifyyourdepartment报你的部门Identifyyourself报姓名Tellthepersonwhyyoucallorwhomyoucallfor说明去电意图或报出要找的人

Example例子:Nihao,thisisJasonfromtrainingdepartment您好，我是培训部的Jason.Iamcallingfortheregistrationformofthetrainingcourse我打电话是想问一下你们培训课程报名表的事情。MayIspeaktoMs.Casey?请问Casey小姐在吗？Standard标准Greeting14

Thepersonyouwantisnotaround/avaiable

你要找的人不在/无法接听Tellthepersonansweringthecallpolitelyyournameandphonenumberandasktopassthemessageortelltheoneyoucallforthatyouwouldcallbacklater.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：couldyoutakeamessageforme?PleasetellMs.BthatJasonofTrainingdepartmentcalled.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Pleaseaskhertocallmeat1234./PleasetellherIwillcallbacklater.请您告诉她给我回电，号码1234。请转告她我稍后打来。Thepersonyouwantisnotar15Wrongnumber

打错电话Neverhangupwithoutaword!绝对不可以一声不响就把电话挂了！Apolopgizeforthemistake.Ifyouarenotsureofthenumberyouarecalling,youmayfindassistancehere.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：Iamsosorry,I’vegotthewrongnumber.非常对不起，我打错电话了。IwascallingfordepartmentC.Doyouhappentoknowtheirnumber?我要找的是C部门。您知道他们的号码吗？Wrongnumber

打错电话Neverhang16C.Endingatelephoneconversation

结束通话

(Notice:beforeyouendyourtalking,asktheguest:IsthereanythingelseIcandoforyou?)Thanktheotherpartyandexpressyourbestwish.感谢对方，并给对方良好祝愿。Hangupgentlyafterhim/heriftheotherpartyisaguestorsuperior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。Example例子：Thankyourforcalling,haveaniceday！谢谢您的来电，祝您有愉快的一天！Enjoyyourstaywithus!祝您在我们酒店入住愉快！

C.Endingatelephoneconversa17TelephoneEtiquette电话礼仪TelephoneEtiquette电话礼仪18CourseOuline课程大纲

A.Answeringcalls接听电话B.Makingcalls打出电话C.Endingatelephoneconversation结束通话CourseOuline课程大纲

A.Answer19Answeringcalls接听电话

Standard标准Callforme找我的Onhold在线等候Callforsomeonearound电话是找附近的人Callforsomeonenotaround所找的人不在附近Callforsomeonenotavailable所找的人无法接听Wrongnumber要找的号码错误Pickupcallonotherextension代接电话Handlingmorethanonecall同时接听几个电话Answeringcalls接听电话

Standard20

1.Standard-telephoneoperator

标准-接线生

Answerthephonewithin3ringsusingsmilingvoice铃响三声以内用微笑的声音接听电话Greeting问候Identifyyourhotel(outsidecall)oryourdepartment(internalcall)报店名（外线）或报部门（内线）Identifyyourself报姓名Offerhelp主动提供帮助

Example例子:Nihao您好Dipaihotspringresort/Operator/reception/BC地派温泉度假村/接线生Lilyspeaking我是丽丽HowmayIhelpyou有什么可以帮到您的吗？1.Standard-telephoneoper21

2.Callforme找我的

Confirmthatyouaretheverypersonand/oraskwhothecalleris(Ifshe/hedidnottellyou)确认你就是要找的人并询问对方是谁(如果对方未讲)Keepingsmilinganduseacourteousvoice,showyouarewillingtohelp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MayIknowwhoiscalling?请问您贵姓?HowmayIhelpyou?有什么可以帮您的吗?

2.Callforme找我的

Con223.Onhold在线等候

Exphainthatyouneedtimetodowhatandtellthecallerhowlongitwilltake.向来电者说明你需要多长时间去做什么.Givetheoptiontothecallerwhethertoholdonorbecalledbackifittakesmorethan1minute.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.Thankthecallerwhenyoucomeback.回来时要感谢对方等候.Example例子:Onemomentplease!Letmecheckforyou.请稍待,我帮您查一下.Itwouldtake2minutes.大概要2分钟.WouldyouliketoholdonorshouldIcallyoubacklater.请问您是愿意等候还是我稍后打回给您.Thankyouforholding.谢谢您的等候.3.Onhold在线等候

Ex234.Callforsomeonearound

电话是找附近的人

Askwho’scallingandtellthecalleryouwillputtheoneonphone.询问来电者姓名并告诉对方你会让所找的人接听.Telltheveryonewho’scallingandputhim/heronphone.告诉所找的人谁找他/她,并将电话交予对方.

Note提示:Example例子：putthecalleronholdfirst

MayIknowwhoiscalling先把来电放在等候音乐上请问你贵姓?Neversaywordssuchas

Allright.Mr.A,IwillaskMs.Bto“OK”or”Whoareyou?”Answerourcallimmediately.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.AisonthephoneB小姐,A先生电话找您.4.Callforsomeonearound

24

5.Callforsomeonenotaround

所找的人不在附近

Tellthecallerthepersonisnotaroundandaskhimwhethertoleaveamessageorcallbacklater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.Takedownthename,time,date,numberandthecontent;repeatname,numberandthecontent.Remembertowriteyournameonthemessage!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.别忘了在留言板上写下你自己的名字哦!Example例子：IamsorryMsbisnotaround.很抱歉B小姐走开了.MayIknowwhoiscalling?MayIhavethespelling,please?请问您贵姓呢?请问怎么拼写?MrAwouldyouliketoleaveamessageorcallherlater?A小姐,请问您是愿意留言还是稍后再打来?MayIhaveyourphonenumber,Mr.A?MayIrepeat?请问您的号码是多少,A先生?重复一下好吗?

5.Callforsomeonenotar25

6.Callforsomeonenotavailable

所找的人无法接听

Similarstepsas“notaround”.步骤与”不在附近”相同.Onlydifferenceisyoushouldaskthecallerwhethertocallbacklateroraskthepersontocallhim/herlater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,IamsorryMs.Bisonanotherphone……A先生，很抱歉B小姐正好在接另一个电话……WouldyouliketocallbackorshouldIaskMs.Btocallyoulater?请问您是稍后再打来，还是我让B小姐稍后打给您？MayIhaveyournumber,please?能知道您的电话号码吗？

6.Callforsomeonenota26

7.Wrongnumber

对方打错电话

Politelytellthecallers/he’sgotawrongnumber礼貌地告诉来电者她/他打错了电话。Assistthecallerbytransferringifyouknowtheextension,otherwise,kindlyreferthecallertothehoteloperator.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：Iamsorrytheperson/departmentyouarelookingforisatextension1234.对不起，您要找的人/部门分机是1234.IamsorrythisisdepartmentB,Onemomentplease!Letmechecktheirextensionnumberforyou.对不起，这是B部门。请稍候，我帮您查一下他们的号码.Theirnumberis1234.Letmeputyouthrough.(presstransferkeys)他们的号码是1234.我帮您转过去吧.（按转接电话键）Iamsorrylcannotfindtheirnumber/transferfromthisextension,couldyouaskthehoteloperatorforassistance?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。

7.Wrongnumber

对方打错电话

Politel278.Pickupcallonotherextension

代接电话

Neverleythecallonotherextensioninyourareabeignored.绝不对你所在区域其他分机上的电话置之不理。Ifyouarenotonthephone,answercallbyusingcallpickup.Stepsaresameasansweringcallandcallforpersonnotaround.如果你的分机有空，用代接功能接听。步骤与接听电话和电话找不在附近的人相同。Ifyouareonthephone,refertonextslide”Handlingmorethanonephone.”如果你在电话上，参见下一步“同时接听几个电话”。

8.Pickupcallonotherextens289.Handingmorethanonecall

同时接听几个电话Kindlyasktheotherpartytoholdonandgotoanswerthecallontheotherextension.Stepslikementionedbefore.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。Quicklyprioritizeandfocusononecallonly.迅速决定哪一个重要并只专注于一个电话。

Example例子：lamsorry,MsA,I’vegotanothercall.Couldyouwaitforamoment?Iwillberightback.(PressHold)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)Iamsorry,MrB,MsAisontheotherphone.MayIcallyoubacklater?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？Thankyouforwaiing,MsA.Pleasegoahead.谢谢您等候，B先生，您接着说。

9.Handingmorethanonecall

29B.Makingcalls

打出电话Standard标准Theverypersonisnotaround/notavailable你找的人不在/无法接听Wrongnumber打错电话B.Makingcalls

打出电话Standa30Standard标准Greeting问候Identifyyourdepartment报你的部门Identifyyourself报姓名Tellthepersonwhyyoucallorwhomyoucallfor说明去电意图或报出要找的人

Example例子:Nihao,thisisJasonfromtrainingdepartment您好，我是培