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1、http:/ 企企业业管管理理资资源源网网通通用用业业频道频道Telephone Courtesy电电 话话 技技 巧巧1http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪GENERAL GENERAL 概述概述1.First impressions are often the ones that stay 2. with us longest and influence us most.3. 我们通常会对第一印象记忆深刻，因为我们通常会对第一印象记忆深刻，因为 4. 它对我们有很深的影响。它对我们
2、有很深的影响。5.The way a business handles telephone calls6. reflects the overall attitude of a company. 7. 接听接听 的方式往往能反映出一个酒店的方式往往能反映出一个酒店8. 的整体素质。的整体素质。2http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪GENERAL GENERAL 概述概述3.Courteous, helpful, caring, attentive, expeditious 4. fol
3、low up.5. 有礼貌地接听有礼貌地接听 ，主动提供帮助，关，主动提供帮助，关6. 心客人的需求，并迅速，有效的跟进。心客人的需求，并迅速，有效的跟进。7.Telephone courtesy is an essential part of every 8. employees interaction with guests. Anyone 9. answering a telephone needs to have a pen and a 10. note pad readily available.11. 礼仪是每一位员工与客人进行有效礼仪是每一位员工与客人进行有效12. 沟通的必不可
4、少的技巧。接听话时需要沟通的必不可少的技巧。接听话时需要13. 准备好一支笔和一个记事本，以便记录准备好一支笔和一个记事本，以便记录14. 谈话中的信息。谈话中的信息。3http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的正确的 礼仪礼仪5. Greet the caller as you would in person - with
5、 a smile. He or she will be able to hear it. 在在 里问候对方时，就像与他里问候对方时，就像与他/她面她面 对面一样对面一样 - 面带微笑。他面带微笑。他/她在她在 的的 那一边能够听得到你的微笑。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. 设想对方在设想对方在 那头的情形并且全神那头的情形并且全神 贯注地听对方在说些什么。
6、打或接听贯注地听对方在说些什么。打或接听 时，不要干别的事情，以免分时，不要干别的事情，以免分 神。神。4http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的正确的 礼仪礼仪7. Have any papers you may need to refer to close to the phone. 将所需的资料，文件放在手边，以
7、便将所需的资料，文件放在手边，以便 谈话中随时用到。谈话中随时用到。8. Use the callers name. “Thank you for calling, Mr. Roberts. 在在 里，用客人的姓名称呼客人。里，用客人的姓名称呼客人。 “感谢您打来感谢您打来 ，罗伯特先生。，罗伯特先生。9. Take time to be helpful. 随时准备帮助对方。随时准备帮助对方。5http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHON
8、E PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的正确的 礼仪礼仪10. Ask permission or explain what you are doing before transferring a call. 在转在转 之前，要征得对方的同意或之前，要征得对方的同意或 向对方解释你将要做些什么。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
9、 has not come in yet. 运用熟练的方式答复运用熟练的方式答复 ：“她今早得她今早得 晚些时候回来，而不是说：晚些时候回来，而不是说：“她还她还 没有回来。没有回来。 6http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的正确的 礼仪礼仪12. Apologize for an errors or delays. 为
10、任何错误或延误而抱歉。为任何错误或延误而抱歉。 13. Use Mr. ,Mrs. or Ms. when referring to people within your company to outsiders. 与外部通话时，用先生，太太或小姐与外部通话时，用先生，太太或小姐 来称呼酒店内部的人员。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 or jumbled. 打打 之前，先在脑海里做一个快速之前，先在脑海里做一个快速 的彩排，否那
11、么很容易在打的彩排，否那么很容易在打 时出时出 现混乱。现混乱。7http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的正确的 礼仪礼仪15. Before starting a lengthy conversation, ask if it is a convenient time for the person to talk. 在开
12、始一个长时间谈话前，询问对方在开始一个长时间谈话前，询问对方 是否方便。是否方便。16. Be yourself; speak naturally. 自自然然，就像平常说话那样。自自然然，就像平常说话那样。All calls must be answered as soon as possible, within 3 rings, in a clear and courteous voice. 所有的所有的 都应尽快接听：在铃响都应尽快接听：在铃响3 声之内以清晰的声音，礼貌的方式接声之内以清晰的声音，礼貌的方式接 听听 。8http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TEL
13、EPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITYTIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的正确的 礼仪礼仪18. Anyone with a designated extension should 19. answer their own calls.20. 每个有指定每个有指定 的工作人员都应及时的工作人员都应及时21. 接听自己的接听自己的 。22.19. If your phone rings and you are with so
14、meone, 23. excuse yourself and attend to the call.24. 当你与别人在一起时，你的当你与别人在一起时，你的 响响 25. 了，请先接听了，请先接听 。9http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪20.All Division/Department Heads and secretaries, Health Club, Food & Beverage outlets, Front Office sections, Sales and Marke
15、ting and Housekeeping order takers should answer lines in English. (Hereafter called Front of the house)21. 所有部门总监所有部门总监/经理及秘书，经理及秘书， 健康中健康中 22. 心，餐饮部所有餐厅，前厅部所有小心，餐饮部所有餐厅，前厅部所有小23. 部门，市场销售部及客房部文员接听部门，市场销售部及客房部文员接听24. 时应使用英语。时应使用英语。(简称一线部门简称一线部门)TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A PO
16、SITIVE TELEPHONE PERSONALITY 正确的正确的 礼仪礼仪 10http:/ 企企业业管管理理资资源源网网通通用用业业频道频道21. Finance, Kitchen, Transportation, Engineering, Security, Estate, artist, Staff Canteen, Clinic, other sections of Housekeeping and Human Resources office could answer lines in Chinese. (Hereafter called Heart of the House)
17、 财务部，厨房，车队，工程部，保安财务部，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餐厅，医务室，客房部其它部门及人 力资源部办公室接听力资源部办公室接听 时可使用汉时可使用汉 语。语。(简称为二线部门简称为二线部门)TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TIPS FOR A POSITIVE TELEPHONE PERSONALITY TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的正确的 礼仪礼仪 11http:/ 企企业
18、业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ANSWERING YOUR LINE ANSWERING YOUR LINE 接听接听 时时For Front of the HouseFor Front of the House一线部门：一线部门：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文标准问候中文标准问候2. Give the name of your department2. Give the name of your d
19、epartment 报出自己所在的部门名称报出自己所在的部门名称3. Give your name3. Give your name 报出自己的姓名报出自己的姓名4. Offer assistance4. Offer assistance 提供帮助提供帮助12http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪EXAMPLE EXAMPLE 例子例子“你好你好“Traders Caf“Traders Caf“Stella Speaking“Stella Speaking“May I help you?
20、“May I help you?13http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪 ANSWERING YOUR LINE ANSWERING YOUR LINE 接听接听 时时For Heart of the HouseFor Heart of the House二线部门：二线部门：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文标准问候中文标准问候2. Give the name of your departm
21、ent2. Give the name of your department 报出自己所在的部门名称报出自己所在的部门名称EXAMPLE EXAMPLE 例子例子“你好你好“财务部财务部14http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ANSWERING SOMEONE ELSE LINE ANSWERING SOMEONE ELSE LINE 接听他人接听他人 时时 For Front of the HouseFor Front of the House一线部门：一线部门：1. Standar
22、d greeting in Chinese1. Standard greeting in Chinese 中文标准问候中文标准问候2. Identify the office or department2. Identify the office or department 报出你现在所在的部门报出你现在所在的部门3. Give your name3. Give your name 报出自己的姓名报出自己的姓名4. Offer assistance 4. Offer assistance 提供帮助提供帮助5. Take a message5. Take a message 记下客人的留言记下客
23、人的留言6. Ask guest for his/her name6. Ask guest for his/her name 询问客人的姓名询问客人的姓名7. If callers name not clear, ask for 7. If callers name not clear, ask for spellingspelling 如果不清楚客人的名字，请客人帮助拼写。如果不清楚客人的名字，请客人帮助拼写。15http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SAMPLE 例子例子- “Ni
24、Hao- “Ni Hao “Business Center “Business Center “Stella speaking “Stella speaking “May I help you? “May I help you?“Ms. Tan is expected to come back at “Ms. Tan is expected to come back at around 11 oclock this morning, around 11 oclock this morning, May I take a message for her? May I take a message
25、 for her?“谭小姐今天早上谭小姐今天早上11:0011:00左右回来，您愿意左右回来，您愿意 留言吗？留言吗？- “May I have your name, please?- “May I have your name, please? “ “请问您贵姓？请问您贵姓？“Could you kindly spell your name for “Could you kindly spell your name for me? Thank you, Mr. Pacaud. me? Thank you, Mr. Pacaud. “ “弓长张还是立早章呢？弓长张还是立早章呢？16http:/
26、 企企业业管管理理资资源源网网通通用用业业频道频道 For Heart of the HouseFor Heart of the House二线部门：二线部门：1. Standard greeting in Chinese1. Standard greeting in Chinese 中文标准问候中文标准问候2. Identify the office or department2. Identify the office or department 中文报出你现在所在的部门中文报出你现在所在的部门3. Take a message3. Take a message 记下客人的留言记下客人的留
27、言4. Ask guest for his/her name4. Ask guest for his/her name 询问客人的姓名询问客人的姓名5. If callers name not clear, ask for 5. If callers name not clear, ask for spellingspelling 如果不清楚客人的名字，请客人帮助拼写。如果不清楚客人的名字，请客人帮助拼写。TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ANSWERING SOMEONE ELSE LINE ANSWERING SOMEONE ELSE LI
28、NE 接听他人接听他人 时时 17http:/ 企企业业管管理理资资源源网网通通用用业业频道频道 - “你好。 - “财务部。 -“谭小姐今天早上11:00左右回来，您愿意留言吗？ -“请问您贵姓？ - “弓长张还是立早章呢？TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SAMPLESAMPLE 例子例子18http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪PLACING A CALLER ON “HOLDPLACING A CALLER ON “HOLD 请对
29、方稍等请对方稍等 Placing a caller on “Hold Placing a caller on “Hold 运用运用“请稍等，而不是请稍等，而不是“您别挂。您别挂。 Ask permission and acknowledge Ask permission and acknowledge guests response. guests response. 征求对方的同意，并感谢对方。征求对方的同意，并感谢对方。SAMPLE SAMPLE 例子例子“Would you mind to hold on ?“Would you mind to hold on ? “ “您介意稍等一下吗
30、？您介意稍等一下吗？“Yes, of course.“Yes, of course. “ “可以，当然可以。可以，当然可以。“Thank you“Thank you. . “ “谢谢。谢谢。19http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪RETURNING TO THE WAITING CALL BY THE PERSON WHO RETURNING TO THE WAITING CALL BY THE PERSON WHO ORIGINALLY ANSWERED THE CALL ORIGI
31、NALLY ANSWERED THE CALL 再次由原先接听再次由原先接听 的人与对方通话时：的人与对方通话时：For Front of the HouseFor Front of the House一线部门一线部门 If guest name is known, use it during If guest name is known, use it during the the conversation conversation 如果如果得知客人的姓名，那就在谈话中用得知客人的姓名，那就在谈话中用姓名称姓名称 呼呼客人。客人。 Always thank the caller for wa
32、itingAlways thank the caller for waiting 不断不断地感谢客人的等候。地感谢客人的等候。 Offer assistance to take a message Offer assistance to take a message 主动主动提供帮助请对方留言。提供帮助请对方留言。SAMPLE SAMPLE 例子例子“Mr. Wang, thank you for waiting. Ms. “Mr. Wang, thank you for waiting. Ms. Tan is expected in later this Tan is expected in
33、 later this morning. morning. May I take a message for her? May I take a message for her?“王先生，抱歉让您久等了。谭小姐今早晚些王先生，抱歉让您久等了。谭小姐今早晚些 时候回来，您愿意留言吗？时候回来，您愿意留言吗？20http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY 礼仪礼仪 For Front of the HouseFor Front of the House 二线部门二线部门If guest name is known, use it during
34、 the If guest name is known, use it during the conversationconversation 如果得知客人的姓名，那就在谈话中用姓名称如果得知客人的姓名，那就在谈话中用姓名称呼客人。呼客人。Always thank the caller for waitingAlways thank the caller for waiting 不断地感谢客人的等候。不断地感谢客人的等候。Offer assistance to take a messageOffer assistance to take a message 主动提供帮助请对方留言。主动提供帮助
35、请对方留言。RETURNING TO THE WAITING CALL BY THE PERSON WHO RETURNING TO THE WAITING CALL BY THE PERSON WHO ORIGINALLY ANSWERED THE CALL ORIGINALLY ANSWERED THE CALL 再次由原先接听再次由原先接听 的人与对方通话时：的人与对方通话时：SAMPLE SAMPLE 例子例子 王先生王先生，抱歉让您久等了，谭小姐今，抱歉让您久等了，谭小姐今早晚些早晚些 时候时候回来。回来。您愿意留言吗您愿意留言吗？21http:/ 企企业业管管理理资资源源网网通通用
36、用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪RETURNING TO THE WAITING CALL BY THE INDIVIDUAL RETURNING TO THE WAITING CALL BY THE INDIVIDUAL ASKED FOR BY THE CALLER ASKED FOR BY THE CALLER 对对方欲与通话的人接听方欲与通话的人接听 时：时：For Front of the HouseFor Front of the House一线部门一线部门1. Always thank the caller1. A
37、lways thank the caller 不断感谢对方等候不断感谢对方等候2. Give your name2. Give your name 报出自己的姓名报出自己的姓名3. Offer assistance3. Offer assistance 提供帮助提供帮助SAMPLE SAMPLE 例子例子 “Thank you for waiting, this is Diana “Thank you for waiting, this is Diana Tan, may I help you ? Tan, may I help you ? “ “对不起，让您久等了。我是对不起，让您久等了。我
38、是Diana TanDiana Tan， 我能帮您吗？我能帮您吗？22http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY 礼仪礼仪 RETURNING TO THE WAITING CALL BY THE INDIVIDUAL RETURNING TO THE WAITING CALL BY THE INDIVIDUAL ASKED FOR BY THE CALLER ASKED FOR BY THE CALLER 对方欲与通话的人接听对方欲与通话的人接听 时：时：For Heart of the HouseFor Heart of the Ho
39、use二线部门二线部门1. Always thank the caller1. Always thank the caller 不断感谢对方等候不断感谢对方等候2. Give your name2. Give your name 报出自己的姓名报出自己的姓名SAMPLE SAMPLE 例子例子 “ “对不起，让您久等了。我是对不起，让您久等了。我是Diana TanDiana Tan， 我我 能帮您吗？能帮您吗？23http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TRANSFERRING A CA
40、LL TRANSFERRING A CALL 转转 1.1.Tell the caller you are transferring Tell the caller you are transferring 2.2. his/her call. his/her call.3.3. 告诉对方你将转他告诉对方你将转他/ /她的她的 。4.4.2. Announce to receiving party the 2. Announce to receiving party the incoming call.incoming call.5.5. 告诉接听方你将转进来一个告诉接听方你将转进来一个 。6
41、.6.3. Stay on the line until the 3. Stay on the line until the connection has been made.connection has been made.7.7. 转接成功后再挂断转接成功后再挂断 。24http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SAMPLE SAMPLE 例子例子1.1.“Mr. Black, I am transferring your call “Mr. Black, I am transferri
42、ng your call to to 2.2. Ms. Tan. Will you please wait ? Ms. Tan. Will you please wait ?3.3. “Mr. Black, “Mr. Black, 我现在要将您的我现在要将您的 转给转给 4.4. Ms. Tan Ms. Tan。 请稍候好吗？请稍候好吗？5.5.2. “Ms. Tan, I am connecting a call from 2. “Ms. Tan, I am connecting a call from 6.6. Mr. Black to your line. Mr. Black to yo
43、ur line.7.7. “Ms. Tan, “Ms. Tan, 我现在将我现在将Mr. Black Mr. Black 的的 接接到您到您8.8. 的的 上。上。9.9.3. “Mr. Black, I have Ms. Tan on the 3. “Mr. Black, I have Ms. Tan on the line. Go line. Go 10.10. ahead please. ahead please.11.11. “Mr. Black, “Mr. Black, 我已将您的我已将您的 接到了接到了Ms. Ms. TanTan的的 12.12. 上。您请讲。上。您请讲。25ht
44、tp:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SCREEN OF CALLS SCREEN OF CALLS 询问对方询问对方 It is all right to ask for the callers It is all right to ask for the callers name name if transferring the call, but we should if transferring the call, but we should no task for the deta
45、ils. Unless the no task for the details. Unless the person person requested is not available, however you requested is not available, however you could offer assistance - How may I help could offer assistance - How may I help you?you? 当在转接一个当在转接一个 时，你可以询问对方的姓名，时，你可以询问对方的姓名， 但切忌过多地询问对方。但当对方欲与通话的但切忌过多
46、地询问对方。但当对方欲与通话的人人 不在时，你可以主动提供帮助。不在时，你可以主动提供帮助。 If the caller has had an unpleasant If the caller has had an unpleasant experience they do not wish to repeat experience they do not wish to repeat themselves to numerous people before themselves to numerous people before reaching the person the call wa
47、s intended reaching the person the call was intended for. Sensitivity to such calls is of for. Sensitivity to such calls is of utmost utmost importance. importance. 因为，如果客人有过不愉快的经历，他因为，如果客人有过不愉快的经历，他/ /她并不她并不想想 在问题解决之前将这些经历告诉很多人。处理在问题解决之前将这些经历告诉很多人。处理这这 类类 时应格外谨慎，小心。时应格外谨慎，小心。26http:/ 企企业业管管理理资资源源网网
48、通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪SCREEN OF CALLS SCREEN OF CALLS 询问对方询问对方 Interrogating a caller is Interrogating a caller is unprofessional, unprofessional, discourteous and could result in the discourteous and could result in the loss of business. loss of business. “ “盘问对方是不职业化，
49、不礼貌的行为，盘问对方是不职业化，不礼貌的行为，而而 且可能导致失去一笔生意。且可能导致失去一笔生意。 So to deal with such calls as follows: So to deal with such calls as follows: 所以，用以下方式来处理：所以，用以下方式来处理： “May I say who is calling. Thank you. “May I say who is calling. Thank you. Mr. Mr. Black, Please wait, I will connect Black, Please wait, I will
50、 connect you you now. now. “ “请问您贵姓？非常感谢，请问您贵姓？非常感谢，Mr. Black, Mr. Black, 请稍请稍 候，我现在就将您的候，我现在就将您的 转进去。转进去。27http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪ENDING A CONVERSATIONENDING A CONVERSATION 结束通话时结束通话时 Always thank the caller Always thank the caller 不断地感谢对方不断地感谢对方 Us
51、e the callers name whenever possible Use the callers name whenever possible 在谈话中尽可能地使用客人的姓名在谈话中尽可能地使用客人的姓名 Let the caller know you are happy to assist Let the caller know you are happy to assist 要让对方感到你很乐意为他要让对方感到你很乐意为他/ /她效劳她效劳 End every conversation with courtesy End every conversation with courte
52、sy and a good-bye and a good-bye 有礼貌地结束每一次通话并说一声有礼貌地结束每一次通话并说一声“再见再见28http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪MAKING A TELEPHONE CALL MAKING A TELEPHONE CALL 打打 1. Be prepared 1. Be prepared 事先准备，事先准备，“彩排彩排2. Introduce yourself2. Introduce yourself 介绍你自己介绍你自己3. Stay
53、calm3. Stay calm 保持冷静保持冷静4. If necessary, leave a message4. If necessary, leave a message 如需要，可留言如需要，可留言5. Returning calls5. Returning calls 回回 29http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪TAKING A MESSAGE TAKING A MESSAGE 记录留言记录留言1. Use the message notes 1. Use the mes
54、sage notes 使用留言簿使用留言簿2. Be accurate2. Be accurate记录准确记录准确3. Repeat3. Repeat重复重复Notes: Write all message clearly and Notes: Write all message clearly and completelycompletely要点：清楚，完整地记录所有信息要点：清楚，完整地记录所有信息1) Who called 1) Who called 谁打的谁打的 2) Who they called for2) Who they called for对方欲与谁对方欲与谁通话通话3) W
55、hat they calling about3) What they calling about为何事为何事4) Where (the number) they were calling from4) Where (the number) they were calling from 对方的对方的 号码号码5) When will they call back or expect a return 5) When will they call back or expect a return call? call? 他们何时再来电或他们希望我们何时致电？他们何时再来电或他们希望我们何时致电？30
56、http:/ 企企业业管管理理资资源源网网通通用用业业频道频道TELEPHONE COURTESY TELEPHONE COURTESY 礼仪礼仪EXAMPLE EXAMPLE 例子例子 Thank you for calling, Mr. Black. Thank you for calling, Mr. Black. We are pleased we were able to assist. We are pleased we were able to assist. Have a pleasant day /evening. Have a pleasant day /evening. Good-bye. Good-bye. 谢谢您打来谢谢您打来 ， Mr. Black, Mr. Black, 我们很快乐能我们很快乐能 够为您效劳。祝您今天过得愉快。够为您效劳。祝您今天过得愉快。 再见。再见。31http:/ 企企业业管管理理资资源源网网通通用用业业频道频道The EndThe End结束结束32
