电话礼仪_6课件.pptVIP

基本礼仪 BASIC MANNERS 电话礼仪 通过电话展示的礼貌 Show courtesy by phone! 重要性Essentiality 俗话说：“闻其声而知其人”。 As the saying goes: hear his voice and know these people. 对于酒店而言，电话是一中重要的服务工具，每一个电话代表酒店的利益。 For the hotel, the phone is an important service tool. Each telephone is behalf of the hotel interests. 电话礼仪 通过电话展示的礼貌 Show courtesy by phone! 接听电话 To answer the call 随时准备好纸和笔 Keep the paper and the pen besides you all the time. 左手接听电话，右手随时记下电话内容 Hand the phone with the right hand and the right hand write down the messages. 电话响起3声之内必须接听，争取在第二声接起 Bring up the phone before it ring the third time. It’s the best when it ring the 2nd time. 使用礼貌用语，不能说“喂” Never say “wei \Hi\Hello” 先英文后说中文 Ｓpeak English first, and then Chinese! 电话礼仪 接听电话 To answer the call 电话礼仪 接听电话 To answer the call 电话礼仪 电话接听中 Answering the call  1、语音、语调始终如一有礼，友善。With politeness and friendly all along 电话礼仪 电话接听中 Answering the call  3. 根据标准记录留言 Take the message following guidelines 来电的日期、时间 Date Time 来电人的姓名 Caller‘s name 受话人的姓名 To call whom 来电人的电话号码 Caller’s phone number 要转达的信息 Conveyed information 接听电话人签名、日期 The person who answer the phone need sign the name date 电话礼仪 电话接听中 Answering the call  电话礼仪 通过电话展示的礼貌 Show courtesy by phone! 结束电话时 To end the phone 与来电者总结一下来电内容 To sum up the call‘s main content 告诉来电人你将要做什么Tell the caller what you will to do 与来电人告别 To say “Thank you for calling. Bye.”/“See you”. 让对方先放电话，然后轻轻放下电话 Put down the telephone gently after the guest put it down. 练习　Ｅexercise * * 电话礼仪 Telephone etiquette standard 早中晚时间段划分 The Right Time 上午 时间：06:00—12:00 英文：Good morning! 中文：您好！/早上好！ 下午 时间：12:00—18:00 英文：Good afternoon! 中文：您好！ /下午好！ 晚上 时间：18:00—次日06:00 英文：Good evening! 中文：您好！/晚上好！ 电话礼仪 接听电话 To answer the call In the Morning：