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1、http:/ 中管网通用业频道Telephone Courtesy 电 话 技 巧1http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪GENERAL 概述1.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刻，因为 它对我们有很深的影响。2.The way a business handles telephone callsreflects the overall attitude of a company. 接听电话的方
2、式往往能反映出一个酒店的整体素质。2http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪GENERAL 概述3.Courteous, helpful, caring, attentive, expeditious follow up.有礼貌地接听电话，主动提供帮助，关心客人的需求，并迅速，有效的跟进。4.Telephone courtesy is an essential part of every employees interaction with guests. Anyone answering a telephone needs to have a pen an
3、d a note pad readily available.电话礼仪是每一位员工与客人进行有效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，以便记录谈话中的信息。3http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电话礼仪5. Greet the caller as you would in person - with a smile. He or she will be able to hear it. 在电话里问候对方时，就像与他/她面对面一样 - 面带微笑。
4、他/她在电话的那一边能够听得到你的微笑。6. Try to visualize the caller and give him or her your full attention. Dont try to continue working while you are talking. 设想对方在电话那头的情形并且全神贯注地听对方在说些什么。打或接听电话时，不要干别的事情，以免分神。4http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电话礼仪7. Have any papers
5、you may need to refer to close to the phone. 将所需的资料，文件放在手边，以便 谈话中随时用到。8. Use the callers name. “Thank you for calling, Mr. Roberts”. 在电话里，用客人的姓名称呼客人。“感谢您打来电话，罗伯特先生”。9. Take time to be helpful. 随时准备帮助对方。5http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电话礼仪10. Ask pe
6、rmission or explain what you are doing before transferring a call.在转电话之前，要征得对方的同意或向对方解释你将要做些什么。11. Develop your stock of tactful responses:“She is expected in later this morning” , rather than “She has not come in yet”.运用熟练的方式回答电话：“她今早得晚些时候回来”，而不是说：“她还没有回来”。 6http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪TI
7、PS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电话礼仪12. Apologize for an errors or delays. 为任何错误或延误而道歉。 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 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 o
8、r jumbled. 打电话之前，先在脑海里做一个快速 的彩排”，否则很容易在打电话时出现混乱。 7http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电话礼仪15. Before starting a lengthy conversation, ask if it is a convenient time for the person to talk. 在开始一个长时间谈话前，询问对方 是否方便。16. Be yourself; speak naturally. 自自然然，就像平
9、常说话那样。17. All calls must be answered as soon as possible, within 3 rings, in a clear and courteous voice.所有的电话都应尽快接听：在铃响3 声之内以清晰的声音，礼貌的方式接 听电话。8http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电话礼仪18. Anyone with a designated extension should answer their own calls.
10、每个有指定电话的工作人员都应及时接听自己的电话。19. If your phone rings and you are with someone, excuse yourself and attend to the call.当你与别人在一起时，你的电话响 了，请先接听电话。9http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪20.All Division/Department Heads and secretaries, Health Club, Food & Beverage outlets, Front Office sections, Sales and Ma
11、rketing and Housekeeping order takers should answer lines in English. (Hereafter called Front of the house)所有部门总监/经理及秘书， 健康中 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电话时应使用英语。(简称一线部门)TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电话礼仪 10http:/ 中管网通用业频道21. Finance, Kitchen, Transportation, Engineering, Security
12、, 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 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 力资源部办公室接听电话时可使用汉语。(简称为二线部门)TELEPHONE COURTESY 电话礼仪TIPS FOR A POSITIVE TELEPHONE PE
13、RSONALITY 正确的电话礼仪 11http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪ANSWERING YOUR LINE 接听电话时For Front of the House一线部门：1. Standard greeting in Chinese中文标准问候2. Give the name of your department报出自己所在的部门名称3. Give your name报出自己的姓名4. Offer assistance提供帮助12http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪EXAMPLE 例子“你好”“Trade
14、rs Caf”“Stella Speaking”“May I help you?”13http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪ANSWERING YOUR LINE 接听电话时For Heart of the House二线部门：1. Standard greeting in Chinese中文标准问候2. Give the name of your department报出自己所在的部门名称EXAMPLE 例子“你好”“财务部”14http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪ANSWERING SOMEONE ELSE LI
15、NE 接听他人电话时 For Front of the House一线部门：1. Standard greeting in Chinese中文标准问候2. Identify the office or department报出你现在所在的部门3. Give your name报出自己的姓名4. Offer assistance 提供帮助5. Take a message记下客人的留言6. Ask guest for his/her name询问客人的姓名7. If callers name not clear, ask for spelling如果不清楚客人的名字，请客人帮助拼写。15http:/ 中管网通用业频道TELEPHONE COURTESY 电话礼仪SAMPLE 例子- “Ni Hao”“Business Center”“Stella speaking”“May I
