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1、Department secretary training,部门秘书培训,电话礼仪 Telephone Courtesy,Telephone Answering Standard 电话接听原则 Transfer the phone 转接电话 Leave Message 留言 Make the telephone call 如何拨打电话 Never Vs. Always 永远不要 Vs 永远都要,Contents 我们将一起了解,Apply the standards back at work 在工作中运用电话接听原则 Can use professional skill to transfer
2、 the call 礼貌地转接电话 Leaving message skill 留言技巧,Objectives 目 标 By the end of Todays Session you will be able to 本次课程结束之后，你将能够：,Answer the phone within 3 rings 在电话响三声以内必须接听。 1， 2, 3,Telephone Answering Standard 接听电话基本原则,Telephone Answering Standard 接听电话基本原则, Greeting: Good morning/afternoon/evening (dep
3、ending on the time of the day) 问候来电例如：早上好，下午好，晚上好。根据接听电话的时间来定 Mention the name of the hotel or department name 报酒店或部门的名字, Mention your name( this is MARY speaking) 报您的名字（例如：这是玛丽） Be of assistance (How may I help you?) 给予帮助 (例如：我能为您做点什么？) You voice must have a smiling voice, and must pronounce the wo
4、rds properly. 接电话的时候语气要柔和, 用语要恰当，并且面带微笑,How to answer the phone 怎样接听电话,Internal calls 内线电话 Good morning ,XXX department, XXX speaking ,how may I help you? 早上好，XXX 部门，我是XXX，有什么可以帮您的吗？,External calls 外线电话 Good morning, XXX Hotel, XXX speaking, how may I help you ? 早上好, XXX酒店,我是XXX,有什么可以帮您的吗?,Transferr
5、ing a Call 转接电话,Keep your companys phone numbers 保存一份公司电话号码表 Confirm with the caller and explain you will transfer the call 确认客人需求，告诉客人您即将转接电话 Brief the callers request to the listener who answered the phone. 请将客人的具体要求转达给相关部门,“Please hold on, Ill connect you.” “Would you hold on for a moment?” “Wait
6、 a moment, please.”,“Sir/Madam.”,xx先生/女士，我正在帮您转接，请稍等。,Line Busy/No Answer 线路繁忙/无人应答,Give the choice to the caller 提供给客人一定的选择: Hold On or Leave a Message 如“等待”或是“留言”,Transferring a Call 转接电话,Would you like to hold on for a while or leave a message, sir/madam? xx先生/小姐，您是要等一下还是我帮您留言？,Place Callers on H
7、old 请求客人等待,Ask for agreement before you hold the phone 在候住电话之前，请求客人同意 Give your attention to the caller when you hold the phone. 在客人等待的过程中，仍然要有照顾,Write down the message 内容完整 Repeat the message to confirm 确定内容 Deliver the message 转交留言,Leave Message 留 言,To 致: From 自: Tel. No. 电话: Date 日期: Time 时间: Mes
8、sage 留言: Your Name & Signature: 留言者姓名及电话,Finish the service 结束来电,Thank you for calling, goodbye ! 谢谢您的来电！再见！,Always 总 是,Prepare for paper and pen 准备好纸和笔 Pick up phone in three rings & greeting guest by standard 铃响三声内接起电话，按标准接听 Use the guest surname 称呼客人的姓,Always leave a message if its necessary. 总是记
9、下客人的留言 Always give your full attention to the caller, do not try to do two things at once. 总是专心地接电话，不要边接电话边做别的事情,Never 永远不要,Never allow the two conversations at the same time. 永远不要同时进行两种对话（接电话时与别人谈话） Never eat or drink and answer the phone. 永远不要接电话时吃东西或喝饮料,Never drop the telephone receiver. 永远不要重放电话 Never leave the receiver uncovered as the caller will hear you speaking. 永远不要说与对方无关的话时不捂住话筒 Never say “No” to guest 永远不要对客人提出的要求说“不”,记着保持微笑哦！,
