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1、Telephone Etiquette 电话礼仪,Telephone Etiquette 电话礼仪,The Phone is Ringing!电话铃响了,Telephone Etiquette 电话礼仪,Pick up the call within 3 rings using smiling voice 铃响三声之内用微笑的声音接起 Greeting/Department/Identify Yourself/Offering Help 问候/报部门/报自己/主动提供帮助,Telephone Etiquette 电话礼仪,Good Morning/Good Afternoon/Good Eve
2、ning 早上好/下午好/晚上好 Executive Lounge 行政酒廊 Richard Speaking 我是Richard How May I assist you? 请问有什么我能帮到的吗？,Telephone Etiquette 电话礼仪,The Call Is For Me.是找我的,Telephone Etiquette 电话礼仪,Confirm That You Are The Very Person And/ OR Check Who Is The Caller (If S/He Didnt Tell You). 确证你就是要找的人并/或询问对方是谁 (如果对方未讲的话)。
3、 Keep Smiling and Use a Courteous Voice，Show You Are Willing to Help 保持微笑及使用礼貌的语气，显示出你乐意相助,Telephone Etiquette 电话礼仪,Yes, speaking. 我是，请讲 (May I know whos speaking?) (请问您是哪位？) How May I Assist You? 请问有什么我能帮到的？,Telephone Etiquette 电话礼仪,Call For Others Around 找在附近的人的电话,Telephone Etiquette 电话礼仪,Ask Whos
4、 Calling & Tell the Caller You Would Put the One on the Phone 询问来电者姓名并告知你会让所找的人接听；告诉所找的人谁找他听电话。,Telephone Etiquette 电话礼仪,May I Know Whos Calling? All Right, Mr. A, I Will Ask Ms B to Answer Your Call Immediately. Ms B, Mr. A is on the Phone. 请问您是哪位？好的，A先生，我马上叫B小姐来接听。 B小姐，A先生电话找你。,Telephone Etiquette
5、 电话礼仪,Call For Others Not Around. 所找的人不在附近,Telephone Etiquette 电话礼仪,Tell the Caller the Person Is Not Around and Ask the Caller Whether to Leave a Message or Call Back。Act Accordingly. Take Down The Name, Time, Date Repeat Name & Number. 告诉来电者所找的人不在附近，询问对方是否留言或呆会儿再打来。根据对方选择而行动。 写下来电时间、日期、来电人姓名及电话号码并
6、重复姓名及电话。,Telephone Etiquette 电话礼仪,Im Sorry Ms B Is Not Around. Would You Like to leave a Message or Call Her Later, Mr. A? May I Have Your Telephone Number? May I Repeat? 很抱歉B小姐不在。A先生，您愿意留言还是呆会儿再打来？请问您的号码是多少？我重复一下好吗？,Telephone Etiquette 电话礼仪,Call For Others Not Available 所找的人无法接听,Telephone Etiquette
7、 电话礼仪,The Similar Steps As Not Around. Only Difference Is You Should Ask The Caller Whether To Call Back Or Ask The Person To Call Him/ Or Her Later. 与“不在附近” 步骤相同。唯一的区别是询问来电者是呆会儿再打来还是让所找的人一会儿打过去。,Telephone Etiquette 电话礼仪,Mr. A, Im Sorry Ms B Is On Another Phone(). Would You Like To Call Back Or Shou
8、ld I Ask Ms B To Call You Later? A先生，B小姐正好在接另一个电话 (*)。您是呆会儿打来还是我让B小姐一会儿打给您？,Telephone Etiquette 电话礼仪,Oh, Youve Got A Wrong Number 哦，您打错啦,Telephone Etiquette 电话礼仪,Politely Tell The Caller S/hes Got A Wrong Number And Assist Him/Her To Transfer If You Know Or Can Find The Extension Number For Him/Her.
9、 Otherwise Kindly Refer The Caller To Hotel Operator. 礼貌地告诉来电者打错了电话；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过去。,Telephone Etiquette 电话礼仪,Im Sorry The Person/Department You Are Looking For Is At Extension XXXX.对不起，您要找的人/部门的分机号是XXXX Im Sorry This IS Department B. One Moment, Please. Let Me Check Thei
10、r Extension Number for You.对不起，这里是B部门。请稍候，我给您查一下他们的号码。 Their Number Is XXXX. Let Me Put You Through.(Press “R” & Ext. No.) 号码是XXXX，我帮您转过去吧。(按R键+分机号） Im Sorry I Cannot Find Their Number (Transfer Call From This Extension). Could You Please Ask the Hotel Operator For Assistance? 很抱歉我找不到他们的号码(这个分机转不了电话
11、)。请你打总机让他们帮您，行吗？,Telephone Etiquette 电话礼仪,I am Calling 是我呀,Telephone Etiquette 电话礼仪,Greeting/Identify Your Department & Yourself/Tell the Person What You Want or Whom You Are Calling For 问候/报出自己的部门及姓名/说明 来意或报出要找的人,Telephone Etiquette 电话礼仪,Good Morning. This Is Richard Zhang of Ex. Lounge. A) Im Call
12、ing for the New Courses of New Trainee . B) May I Speak to Ms C?,Telephone Etiquette 电话礼仪,The Very Person You Want Is Not Around/Not Available 你要找的人不在/无法接听,Telephone Etiquette 电话礼仪,Tell The Other Party Your Name & Extension And Politely Ask to Pass The Message Or Tell The Other Party You Would Call
13、Back Later. 告诉接电话的人你的姓名及分机号，礼貌地请对方转告留言或转告你迟点会再打来。,Telephone Etiquette 电话礼仪,Hoops! Wrong Number 糟糕，我打错了,Telephone Etiquette 电话礼仪,Never Hang Up Without A Word! Apologize For The Mistake. If You Are Not Sure of The Number You Are Calling For, You May Find Assistance Here. 千万不要一言不发就把电话挂了。要为打错电话道歉。如果你不敢确
14、定所要找的分机号，没准对方可以帮你哪。,Telephone Etiquette 电话礼仪,Oh, Im So Sorry. Ive Got the Wrong Number. I Was Calling Department C. Could You Know Their Number? 哦，对不起，我打错电话了。我要找C部门。您知道他们的号码吗？,Telephone Etiquette 电话礼仪,That Phone Is Ringing ！ 那边电话响了！,Telephone Etiquette 电话礼仪,Never Let The Other Phone Be Ignored. 绝不可以
15、对其置之不理。 1） If You Are Not On The Phone, Do The Same as Answering The Phone by Using Call Pick Up. 如果你的分机有空，用代接功能接起电话，代接用语与接听电话相同；,Telephone Etiquette 电话礼仪,1） Press *+72+ext. No. 按*+72+响铃分机号 Same As Answering Call 与接起电话步骤相同,Telephone Etiquette 电话礼仪,Never Let The Other Phone Be Ignored. 绝不可以对其置之不理。 2）
16、 If You Are On The Phone, Kindly Ask The Other Party To Hold On and Go to Answer the Call on The Other Extension. Quickly Decide Which One Is More Important & Focus On One Only. 如果你恰巧在电话上，礼貌地请求对方同意你接听另一个电话， 然后过去接起响铃分机上的电话。迅速确定哪一个重要并只专注于一个。,Telephone Etiquette 电话礼仪,2） Im Sorry, Ms A. Ive Got Another Call. Could You Wait For A Moment? Ill Be Right Back . (Press R To Hold & R For Undo) 很抱歉，A小姐，我有另外一个电话，麻烦您稍等好吗？我马上回来。(按 R 键候住，再按则取消）,Teleph
