《TelephoneStandardl电话礼仪.ppt

可用中文接听电话的部门为： 厨房，管事部，洗衣场,花房, 制服房，收货部，采购部，库房，保安部，工程部，员工餐厅 All calls must be answered as soon as possible,within three rings, in a clear and courteous voice. 所有电话都应在铃响三声之内以清晰、礼貌的方式接听电话。 If not, apologize first：Sorry to keep you waiting. 如铃响超过三声，请先向客人道歉：很抱歉，让您久等了。 Don’t rush your greeting and mumble 问候时语速不要太快, 说话含糊不清 Greeting 问候 Identify your department/hotel 报出自己的部门／酒店 Identify yourself 报出你自己 Tell the person why you call or whom you call for 说明去电意图或报出要找的人． Example: Good morning. This is Jason from training department.　 您好，我是培训部的杰生 I’m calling for the registration form of the training course. 我打电话来是问一下你们培训课程的报名表的事． May I speak to Ms. C? 请问C小姐在吗？ The person you want is not around/available你要找的人不在／无法接听 Tell the person your name phone number politely, ask to pass the message or tell you would call back later.　 礼貌地告诉接听的人你的姓名及号码，并请对方转达留言或转告你会稍后再打来。 Example例子: Could you take a message for me? Please tell Ms. B that Jason of training department called.　 麻烦您帮我留言好吗？请您转告B小姐培训部的杰生打电话找过她． Please ask her to call me at 1234. / Please tell her I will call back later.　 请您告诉她给我回电，号码1234．／请转告她我稍后再打来． If You Make A Wrong number!如果你拨错电话了！ Never hang up without a word!　 绝对不可以一声不响就把电话挂了！ Apologize for the mistake. If you are not sure of the number you are calling, you may find assistance here.　 要为打错电话道歉．如果你不确定要找的号码，没准对方可 以帮你呢。 Example例子: Oh, I am so sorry. I’ve got the wrong number.　 哦，对不起，我打错电话了． I was calling for department C. Do you happen to know their number? 我要找的是C部门．您知道他们的号码吗？ Ending a telephone结束通话 Thank the other party and express your best wish. 感谢对方并给对方良好祝愿． Hang up gently after him/her. 在对方之后轻轻放下电话． Example: Thank you for calling/for…(what the other party has done or will do for you). I look forward to helping you in the future.　 谢谢您来电／谢谢您……（对方为你所做的或将要做的事情）期待着很快能为您服务． Have a nice day/a nice evening/good night/ enjoy your stay with us/enjoy your meal.　 祝您有愉快的一天／祝您有一个愉快的夜晚／祝您在我们酒店下榻愉快／祝您好胃口 * * 电话礼仪 Evaluatio