Telephone Courtesy 1 TELEPHONE COURTESY GENERAL 1 First

Telephone Courtesy 电 话 技 巧 1

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 calls reflects the overall attitude of a company. 接听电话的方式往往能反映出一个酒店 的整体素质。 2

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 employee’s interaction with guests. Anyone answering a telephone needs to have a pen and a note pad readily available. 电话礼仪是每一位员 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。 3

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。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. Don’t 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。 4

TELEPHONE COURTESY 电话礼仪 TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电 话礼仪 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，以便 谈话中随时用到。 8. Use the caller’s 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。 5

TELEPHONE COURTESY 电话礼仪 TIPS FOR A POSITIVE TELEPHONE PERSONALITY正确的电 话礼仪 10. Ask permission 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”。 6

TELEPHONE COURTESY 电话礼仪 TIPS 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 or 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 7 现混乱。

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。 8

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. 每个有指定电话的 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。 9

TELEPHONE COURTESY 电话礼仪 TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电话礼仪 20. All Division/Department Heads and secretaries, Health Club, Food & Beverage outlets, Front Office sections, Sales and Marketing 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) 10

TELEPHONE COURTESY 电话礼仪 TIPS FOR A POSITIVE TELEPHONE PERSONALITY 正确的电话礼仪 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) 财务部，厨房，车队， 程部，保 安 部，物业部，市场销售部美 ，员 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) 11

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 12

TELEPHONE COURTESY 电话礼仪 EXAMPLE 例子 “你好” “Traders Café” “Stella Speaking” “May I help you? ” 13

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” 14

TELEPHONE COURTESY 电话礼仪 ANSWERING SOMEONE ELSE LINE 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 caller’s name not clear, ask for spelling 如果不清楚客人的名字，请客人帮助拼写。 15

TELEPHONE COURTESY 电话礼仪 SAMPLE 例子 - “Ni Hao” “Business Center” “Stella speaking” “May I help you? ” -“Ms. Tan is expected to come back at around 11 o’clock this morning, May I take a message for her? ” “谭小姐今天早上11: 00左右回来，您愿意 留言吗？” - “May I have your name, please? ” “请问您贵姓？” -“Could you kindly spell your name for me? Thank you, … Mr. Pacaud. “弓长张还是立早章呢？” 16

TELEPHONE COURTESY 电话礼仪 ANSWERING SOMEONE ELSE LINE 接听他人电话时 For Heart of the House 二线部门： 1. Standard greeting in Chinese 中文标准问候 2. Identify the office or department 中文报出你现在所在的部门 3. Take a message 记下客人的留言 4. Ask guest for his/her name 询问客人的姓名 5. If caller’s name not clear, ask for spelling 如果不清楚客人的名字，请客人帮助拼写。 17

TELEPHONE COURTESY 电话礼仪 PLACING A CALLER ON “HOLD” 请对方稍等 • Placing a caller on “Hold” 运用“请稍等”，而不是“您别挂”。 • Ask permission and acknowledge guest’s response. 征求对方的同意，并感谢对方。 SAMPLE 例子 • “Would you mind to hold on ? ” “您介意稍等一下吗？” • “Yes, of course. ” “可以，当然可以。” • “Thank you”. “谢谢。” 19

TELEPHONE COURTESY 电话礼仪 RETURNING TO THE WAITING CALL BY THE PERSON WHO ORIGINALLY ANSWERED THE CALL 再次由原先接听电话的人与对方通话时： For Front of the House 一线部门 • If guest name is known, use it during the conversation 如果得知客人的姓名，那就在谈话中用姓名称 呼客人。 • Always thank the caller for waiting 不断地感谢客人的等候。 • Offer assistance to take a message 主动提供帮助请对方留言。 SAMPLE 例子 • “Mr. Wang, thank you for waiting. Ms. Tan is expected in later this morning. May I take a message for her? ” “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？” 20

TELEPHONE COURTESY 电话礼仪 RETURNING TO THE WAITING CALL BY THE PERSON WHO ORIGINALLY ANSWERED THE CALL 再次由原先接听电话的人与对方通话时： For Front of the House 二线部门 • If guest name is known, use it during the conversation 如果得知客人的姓名，那就在谈话中用姓名称 呼客人。 • Always thank the caller for waiting 不断地感谢客人的等候。 • Offer assistance to take a message 主动提供帮助请对方留言。 SAMPLE 例子 • 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？ 21

TELEPHONE COURTESY 电话礼仪 RETURNING TO THE WAITING CALL BY THE INDIVIDUAL ASKED FOR BY THE CALLER 对 方欲与通话的人接听电话时： For Front of the House 一线部门 1. Always thank the caller 不断感谢对方等候 2. Give your name 报出自己的姓名 3. Offer assistance 提供帮助 SAMPLE 例子 • “Thank you for waiting, this is Diana Tan, may I help you ? ” “对不起，让您久等了。我是Diana Tan， 我能帮您吗？” 22

TELEPHONE COURTESY 电话礼仪 RETURNING TO THE WAITING CALL BY THE INDIVIDUAL ASKED FOR BY THE CALLER 对方欲与通话的人接听电话时： For Heart of the House 二线部门 1. Always thank the caller 不断感谢对方等候 2. Give your name 报出自己的姓名 SAMPLE 例子 • “对不起，让您久等了。我是Diana Tan， 我 能帮您吗？” 23

TELEPHONE COURTESY 电话礼仪 TRANSFERRING A CALL 转电话 1. Tell the caller you are transferring his/her call. 告诉对方你将转他/她的电话。 2. Announce to receiving party the incoming call. 告诉接听方你将转进来一个电话。 3. Stay on the line until the connection has been made. 转接成功后再挂断电话。 24

TELEPHONE COURTESY 电话礼仪 SAMPLE 例子 1. “Mr. Black, I am transferring your call to - Ms. Tan. Will you please wait ? ” “Mr. Black, 我现在要将您的电话转给 Ms. Tan。 请稍候好吗？” 2. “Ms. Tan, I am connecting a call from Mr. Black to your line. ” “Ms. Tan, 我现在将Mr. Black 的电话接到您 的电话上。” 3. “Mr. Black, I have Ms. Tan on the line. Go ahead please. ” “Mr. Black, 我已将您的电话接到了Ms. Tan 的 25 电话上。您请讲。”

TELEPHONE COURTESY 电话礼仪 SCREEN OF CALLS 询问对方 • It is all right to ask for the caller’s name if transferring the call, but we should no task for the details. Unless the person requested is not available, however you could offer assistance - How may I help you? 当在转接一个电话时，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人 不在时，你可以主动提供帮助。 • If the caller has had an unpleasant experience they do not wish to repeat themselves to numerous people before reaching the person the call was intended for. Sensitivity to such calls is of utmost importance. 想 因为，如果客人有过不愉快的经历，他/她并不26

TELEPHONE COURTESY 电话礼仪 SCREEN OF CALLS 询问对方 • Interrogating a caller is unprofessional, discourteous and could result in the loss of business. “盘问”对方是不职业化，不礼貌的行为，而 且可能导致失去一笔生意。 • So to deal with such calls as follows: 所以，用以下方式来处理： “May I say who is calling. Thank you. Mr. Black, Please wait, I will connect you now. ” “请问您贵姓？非常感谢，Mr. Black, 请稍 候，我现在就将您的电话转进去。 27

TELEPHONE COURTESY 电话礼仪 ENDING A CONVERSATION 结束通话时 • Always thank the caller 不断地感谢对方 • Use the caller’s name whenever possible 在谈话中尽可能地使用客人的姓名 • Let the caller know you are happy to assist 要让对方感到你很乐意为他/她服务 • End every conversation with courtesy and a good-bye 有礼貌地结束每一次通话并说一声“再见” 28

TELEPHONE COURTESY 电话礼仪 MAKING A TELEPHONE CALL 打电话 1. Be prepared 事先准备，“彩排” 2. Introduce yourself 介绍你自己 3. Stay calm 保持冷静 4. If necessary, leave a message 如需要，可留言 5. Returning calls 回电话 29

TELEPHONE COURTESY 电话礼仪 TAKING A MESSAGE 记录留言 1. Use the message notes 使用留言簿 2. Be accurate 记录准确 3. Repeat 重复 Notes: Write all message clearly and completely 要点：清楚，完整地记录所有信息 1) Who called 谁打的电话 2) Who they called for 通话 3) What they calling about 对方欲与谁 为何事 4) Where (the number) they were calling from 对方的电话号码 5) When will they call back or expect a return call? 30 他们何时再来电或他们希望我们何时致电？

TELEPHONE COURTESY 电话礼仪 EXAMPLE 例子 • Thank you for calling, Mr. Black. We are pleased we were able to assist. Have a pleasant day /evening. Good-bye. • 谢谢您打来电话， Mr. Black, 我们很高兴 能 够为您服务。祝您今天过得愉快。 再见。 31

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