国际酒店标准电礼仪(中英文版).ppt

Telephone Etiquette;学习本课程的目的;内容提要;Course Outline 课程大纲;Course Outline 课程大纲;电话形象构成三要素;Answering Calls 接听电话;Answering the phone within 2 rings using smiling voice 铃响两声以内用微笑的声音接听电话 Greeting 问候 Identify your hotel(outside call) or your department(internal call) 报酒店（外线）或报部门（内线） Identify yourself 报姓名 Offer help 主动提供帮助 ;Confirm that you are the very person and/or ask who the caller is (if s/he did not 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） 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 ;Explain that you need time to do what and tell the caller how long it will take. 向来电者说明你需要多长时间去做什么。 Give the option to the caller whether to hold on or be called back if it takes more than 1 min. 如果需要等候的时间超过1分钟，应先让对方选择是在线等候还是你打回去。 If you keep someone waiting on hold, always say:Sorry to keep you waiting when you come back. 如果需要让对方在线等候，回来时一定要说：“对不起，让您久等了。” ;Ask whos calling and tell the caller you would put the one on phone. 询问来电者姓名并告诉对方你会让所找的人接听。 Put caller on hold first. 先把来电放在等候音乐上。 Tell the very one whos calling and put him/her on phone. 告诉所找的人谁找他/她，并将电话交予对方。 ;Tell the caller the person is not around and ask him whether to leave a message or call back later. 告诉来电者所找的人不在附近，询问对方时候留言或稍后打来。 Take down the name, time, date and number. Repeat name and number. Remember to put your neme on the message! 记下来电时间、日期，来电人姓名及号码并重复姓名及号码。别忘了在留言上写下你自己的名字哦！ ;Similar steps as not around. 步骤与“不在附近”想通。 Only difference is you should ask the caller whether to call back later or ask the person to call him/her later. 唯一区别是询问来电者稍后再打来还是让所找的人一会儿打过去。 ;Politely tell the caller s/hes got a wrong number. 礼貌地告诉来电者他/她打错了电话。 Assist the caller by transferring if you know the extension, otherwise, kindly refer the caller to the hotel operator. 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。 ;Never let thecall on other extension in your area be ignored! 绝对不可以对你所在区域其他分机上的电话置之不理！ If you are not on the phone, answer call by using call pick up. Steps are same as answering call and call for perso