TELEPHONEETIQUETTE電話禮儀1122WhyDoWeHaveThisTraining

為什么進行電話禮儀培訓Thecustomer’sfirstcontactwithourhotelisoftenatelephonecall.客人通常是通過打電話與公司進行最初聯系的。Theirfirstimpressionsofthecompanycoulddependentirelyonhowyouconductthattelephoneconversation.你的電話禮儀完全決定了客人對公司的第一印象.3WhyDoWeHaveThisTraining

為TELEPHONEETIQUETTEOBJECTIVE

培訓目的Bytheendofthesessionyouwillbeableto:通過本次培訓使你能夠：Demonstratethecorrectansweringphraseology.使用正確的電話應答語言。Listthekeypointsforusingtelephonesandwhytheyareimportant.列舉使用電話的要點及其重要性。4TELEPHONEETIQUETTEOBJECTIVE

AGENDA

課程安排AnsweringCalls接聽電話PuttingCallsonhold請致電者等候TransferringCalls轉接電話TakingAMessage留言CourtesyPhrases禮貌用語TelephoneRules電話原則5AGENDA

課程安排AnsweringAnsweringCalls接聽電話AllCallsMustBeAnsweredWithin3RingsorLess.所有電話必須在3次振玲之內接起。6AnsweringCalls接聽電話AllCallsForOperators對于總機話務員Answeringin-comingexternalcalls接聽打進的外線：GoodMorning/Afternoon/Evening;KingofParty&Resort;…speaking;HowmayIhelpyou?早上/下午/晚上好;K歌之王;我是…;需要幫忙嗎?Answeringin-cominginternalcalls接聽打進的內線：GoodMorning/Afternoon/Evening;Operator;…speaking;HowmayIhelpyou?早上/下午/晚上好;總機;我是…;需要幫忙嗎?7ForOperators對于總機話務員AnswePutcalleronhold讓來電者等候：Holdon,please!請稍候！

Toendtheconversation結束通話時：Thankyouforcalling!謝謝您的來電！ForOperators對于總機話務員8Putcalleronhold讓來電者等候ForDepartment對于部門：Callsfromwithinthehotel內線電話:GreetingFirst先問好IdentifyYourDepartment報本部門名稱GiveYourName報上自己的姓名Ask“HowMayIHelpYou?”問“需要幫忙嗎？”9ForDepartment對于部門：CallsTransferringCalls轉電話Tellthecallerthatyouaretransferringthecall告訴對方你要轉電話Tellthecallerwhoyouaretransferringthecallto告訴對方你在把電話轉給誰Alwaystrytohandleaservicerequestyourself盡可能自己處理來電人要求的服務10TransferringCalls轉電話TelltPuttingCallsOnHold請對方等候Offerthecallerachoice:toholdorleaveamessage給對方選擇：是等候或是留言Checkbackevery15seconds每隔15秒察看Givethecallerachoiceagain再次請對方選擇11PuttingCallsOnHold請對方等候OffTakingAMessage記錄留言12TakingAMessage記錄留言12TakingAMessage記錄留言WriteLegibly字跡清楚Becomplete內容完整-Dateandtimeofcall電話日期/時間-Nameofthecaller對方姓名-Nameofthepersonbeingcalled欲找人姓名-Caller’sphonenumber對方電話號碼-Briefmessage簡要信息-Yourownnameorinitials記錄者姓名Beaccurate—repeatthemessagetothecaller準確—向對方重復留言內容13TakingAMessage記錄留言WriteLCloseTheLoop結束Delivermessagesandcompleteservicerequests將信息送達，落實客人要求的服務14CloseTheLoop結束DelivermessConfidentiality/Security

保密/安全Nevergiveoutinformationofgueststocallers決不能將客人的信息告訴對方15Confidentiality/Security

SuggestiveSelling建設性銷售Listentotheneedsofthecaller認真聽取對方需要Offerservicestomeetthoseneedsthatmaynotbeknownbythecustomer主動提供服務以滿足客人沒有意識到的需要16SuggestiveSelling建設性銷售Liste

MAKETELEPHONECALLS

打電話Beforeyoumakethephonecall,youmustprepare,sothatyoucanimproveyourefficiency.在你打電話之前準備好，以便增強你的效率Knowthegoalofyourcall知道你打電話的目的Estimatehowmanytimesyouwillspend估算時間Havealotofmessageinyourhand掌握一些必要的信息17

MAKETELEPHONECALLS

打電話BeforWhenyoureachthenumber,pleaseidentifyyourdepartmentandyourself.當你打通后，立即報出你的姓名和你部門的名字“Thisisxxxfromxxxdepartment.”Ifyoudialthewrongnumber,tellthem,andmakeapologyandgoodbye.Letthecallerhangupfirst.如果你打錯了號碼，告訴別人你打錯了，并說聲“道歉”“再見”，讓對方先掛電話。 “I’msorry,Ihavethewrongnumber,Bye-bye.” “I’msorrytohavebotheredyou.Bye-bye.”

MAKETELEPHONECALLS

打電話18Whenyoureachthenumber,pleIfthepersonisnotin,youmusthaveaclear,briefmessage.如果當事人不在，要準備一個清楚，簡短的留言。Youcansay你可以說:IamsorryMr.Liisnothereatthemoment.MayItakeamessage?對不起，李先生此刻不在.我可以為您留言嗎？

MAKETELEPHONECALLS

打電話19Ifthepersonisnotin,youmTelephoneRules電話原則P=PleasantVoice愉悅嗓音O=OfferingHelp提供幫助L=Listen聆聽I=InterestbyName 盡量使用姓名T=TakeNotes 做記錄E=Efficient 高效20TelephoneRules電話原則P=PleasanCourtesyPhrases禮貌用語MayItakeamessage?我可以為您留言嗎？Iamsorrythelineisbusy.對不起，此刻正占線。Thankyouforcalling.謝謝您的電話.21CourtesyPhrases禮貌用語MayItaCourtesyPhrases禮貌用語Thankyouforyourreservation.謝謝您的預定.Thankyoufortheinformation.謝謝您的信息.Pleasecallagain.請再打電話過來.22CourtesyPhrases禮貌用語ThankyoCourtesyPhrases禮貌用語Sorrytokeepyouwaiting!對不起，讓您久等了！Holdon,please.請稍等.Iwilltransferyourcallnow.我現在就為您轉接.IamsorryMr.Liisnothereatthemoment.對不起，李先生此刻不在.23CourtesyPhrases禮貌用語SorrytoNeverVs.Always

永遠不要Vs.總是NEVER永遠不要Neverallowthephonetoringmorethan3times永遠不要允許電話鈴聲響三遍以上Neverallowthetwoconversationsatthesametime.永遠不要同時進行兩種對話（接電話時與別人談話）Nevereatordrinkandanswerthephone.永遠不要接電話時吃東西或喝飲料Neverdropthetelephonereceiver.永遠不要重放電話Neverleavethereceiveruncoveredasthecallerwillhearyouspeaking.永遠不要說與對方無關的話時不捂住話筒24NeverVs.Always

永遠不要Vs.總是NEVENeverVs.Always

永遠不要Vs.總是ALWAYS總是Alwaysgreetfirst“Goodmorning”or“Goodafternoon”andintroduceyourselforthedepartment.總是先說問候語“早晨好”或“下午好”并介紹你自己和你所在部門AlwaysspeakEnglishandspeakslowly.總是用英語接電話并講得慢一些Alwayshaveapennearthetelephone.總是在電話旁放一支筆Alwaysleaveamessageifit’snecessary.總是記下客人的留言，如果必要的話Alwaysgiveyourfullattentiontothecaller,donottrytodotwotingsatonce.總是專心地接電話，不要邊接電話邊做別的事情25NeverVs.Always

永遠不要Vs.總是ALWATELEPHONESKILLSCHECK

電話技能檢查Whenshouldweanswerthetelephone?我們應當什么時間應答電話？2.Whatisthestandardforansweringtelephones?應答電話的標準是什么？3.Whatarethecourteousphrases?電話禮貌用語是什么？4.Howdowetransferacall?我們如何轉接電話26TELEPHONESKILLSCHECK

TELEPHONESKILLSCHECK

電話技能檢查Howdowetakeamessage?我們如何留言？WhatdoesPOLITEmean?POLITE是什么意思?7.Whyaregoodtelephoneskillsimportant?為什么好的電話技能很重要27TELEPHONESKILLSCHECK

Tryasmileonthetelephone

Itworks!28Tryasmileonthetelephone

TELEPHONEETIQUETTE電話禮儀291302WhyDoWeHaveThisTraining

為什么進行電話禮儀培訓Thecustomer’sfirstcontactwithourhotelisoftenatelephonecall.客人通常是通過打電話與公司進行最初聯系的。Theirfirstimpressionsofthecompanycoulddependentirelyonhowyouconductthattelephoneconversation.你的電話禮儀完全決定了客人對公司的第一印象.31WhyDoWeHaveThisTraining

為TELEPHONEETIQUETTEOBJECTIVE

培訓目的Bytheendofthesessionyouwillbeableto:通過本次培訓使你能夠：Demonstratethecorrectansweringphraseology.使用正確的電話應答語言。Listthekeypointsforusingtelephonesandwhytheyareimportant.列舉使用電話的要點及其重要性。32TELEPHONEETIQUETTEOBJECTIVE

AGENDA

課程安排AnsweringCalls接聽電話PuttingCallsonhold請致電者等候TransferringCalls轉接電話TakingAMessage留言CourtesyPhrases禮貌用語TelephoneRules電話原則33AGENDA

課程安排AnsweringAnsweringCalls接聽電話AllCallsMustBeAnsweredWithin3RingsorLess.所有電話必須在3次振玲之內接起。34AnsweringCalls接聽電話AllCallsForOperators對于總機話務員Answeringin-comingexternalcalls接聽打進的外線：GoodMorning/Afternoon/Evening;KingofParty&Resort;…speaking;HowmayIhelpyou?早上/下午/晚上好;K歌之王;我是…;需要幫忙嗎?Answeringin-cominginternalcalls接聽打進的內線：GoodMorning/Afternoon/Evening;Operator;…speaking;HowmayIhelpyou?早上/下午/晚上好;總機;我是…;需要幫忙嗎?35ForOperators對于總機話務員AnswePutcalleronhold讓來電者等候：Holdon,please!請稍候！

Toendtheconversation結束通話時：Thankyouforcalling!謝謝您的來電！ForOperators對于總機話務員36Putcalleronhold讓來電者等候ForDepartment對于部門：Callsfromwithinthehotel內線電話:GreetingFirst先問好IdentifyYourDepartment報本部門名稱GiveYourName報上自己的姓名Ask“HowMayIHelpYou?”問“需要幫忙嗎？”37ForDepartment對于部門：CallsTransferringCalls轉電話Tellthecallerthatyouaretransferringthecall告訴對方你要轉電話Tellthecallerwhoyouaretransferringthecallto告訴對方你在把電話轉給誰Alwaystrytohandleaservicerequestyourself盡可能自己處理來電人要求的服務38TransferringCalls轉電話TelltPuttingCallsOnHold請對方等候Offerthecallerachoice:toholdorleaveamessage給對方選擇：是等候或是留言Checkbackevery15seconds每隔15秒察看Givethecallerachoiceagain再次請對方選擇39PuttingCallsOnHold請對方等候OffTakingAMessage記錄留言40TakingAMessage記錄留言12TakingAMessage記錄留言WriteLegibly字跡清楚Becomplete內容完整-Dateandtimeofcall電話日期/時間-Nameofthecaller對方姓名-Nameofthepersonbeingcalled欲找人姓名-Caller’sphonenumber對方電話號碼-Briefmessage簡要信息-Yourownnameorinitials記錄者姓名Beaccurate—repeatthemessagetothecaller準確—向對方重復留言內容41TakingAMessage記錄留言WriteLCloseTheLoop結束Delivermessagesandcompleteservicerequests將信息送達，落實客人要求的服務42CloseTheLoop結束DelivermessConfidentiality/Security

保密/安全Nevergiveoutinformationofgueststocallers決不能將客人的信息告訴對方43Confidentiality/Security

SuggestiveSelling建設性銷售Listentotheneedsofthecaller認真聽取對方需要Offerservicestomeetthoseneedsthatmaynotbeknownbythecustomer主動提供服務以滿足客人沒有意識到的需要44SuggestiveSelling建設性銷售Liste

MAKETELEPHONECALLS

打電話Beforeyoumakethephonecall,youmustprepare,sothatyoucanimproveyourefficiency.在你打電話之前準備好，以便增強你的效率Knowthegoalofyourcall知道你打電話的目的Estimatehowmanytimesyouwillspend估算時間Havealotofmessageinyourhand掌握一些必要的信息45

MAKETELEPHONECALLS

打電話BeforWhenyoureachthenumber,pleaseidentifyyourdepartmentandyourself.當你打通后，立即報出你的姓名和你部門的名字“Thisisxxxfromxxxdepartment.”Ifyoudialthewrongnumber,tellthem,andmakeapologyandgoodbye.Letthecallerhangupfirst.如果你打錯了號碼，告訴別人你打錯了，并說聲“道歉”“再見”，讓對方先掛電話。 “I’msorry,Ihavethewrongnumber,Bye-bye.” “I’msorrytohavebotheredyou.Bye-bye.”

MAKETELEPHONECALLS

打電話46Whenyoureachthenumber,pleIfthepersonisnotin,youmusthaveaclear,briefmessage.如果當事人不在，要準備一個清楚，簡短的留言。Youcansay你可以說:IamsorryMr.Liisnothereatthemoment.MayItakeamessage?對不起，李先生此刻不在.我可以為您留言嗎？

MAKETELEPHONECALLS

打電話47Ifthepersonisnotin,youmTelephoneRules電話原則P=PleasantVoice愉悅嗓音O=OfferingHelp提供幫助L=Listen聆聽I=InterestbyName 盡量使用姓名T=TakeNotes 做記錄E=Efficient 高效48TelephoneRules電話原則P=PleasanCourtesyPhrases禮貌用語MayItakeamessage?我可以為您留言嗎？Iamsorrythelineisbusy.對不起，此刻正占線。Thankyouforcalling.謝謝您的電話.49CourtesyPhrases禮貌用語MayItaCourtesyPhrases禮貌用語Thankyouforyourreservation.謝謝您的預定.Thankyoufortheinformation.謝謝您的信息.Pleasecallagain.請再打電話過來.50CourtesyPhrases禮貌用語ThankyoCourtesyPhrases禮貌用語Sorrytokeepyouwaiting!對不起，讓您久等了！Holdon,please.請稍等.Iwilltransferyourcallnow.我現在就為您轉接.IamsorryMr.Liisnothereatthemoment.對不起，李先生此刻不在.51CourtesyPhrases禮貌用語SorrytoNeverVs.Always

永遠不要Vs.總是NEVER永遠不要Neverallowthephonetoringmorethan3times永遠不要允許電話鈴聲響三遍以上Neverallowthetwoconversationsatthesametime.永遠不要同時進行兩種對話（接電話時與別人談話）Nevereatordrinkandanswerthephone.永遠不要接電話時吃東西或喝飲料Neverdropthetelephonereceiver.永遠不要重放電話Neverleavethereceiveruncoveredasthecallerwillheary