商务礼仪课件 12.pptVIP

Time Management 时间管理 Tips 指导 Never rely on your memory 不要依赖你的记忆 Use a trace file to follow up 进行跟进工作 Speed up your work 提高工作效率 Deal with the more urgent thing 处理最紧急的事 Time Management 时间管理 Daily Planner 日常计划表 Priority Plan 工作顺序计划表 * Your desk should be equipped with 你的桌面上应有： A diary updated with your schedules 最新日程表 A daily logbook 工作日志 A trace file 跟进文件夹 A filing correspondence logbook 存档及信函记录本 Telephone Techniques 电话技巧 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。 The way a person handles telephone calls reflects the overall attitude of an organization. 接听电话的方式往往能反映出一个公司的整体素质。 Telephone Techniques 电话技巧 Answering someone else’s line 接听电话的标准： Standard Greeting 问 候 Identify the office or department 报部门名称 Give your name 报接听者姓名 Offer assistance or take a message 礼貌的提供帮助或记录留言 Telephone Techniques 电话技巧 For example 举例: Good Morning 早上好 Training Department 培训部 Linda speaking 我是Linda How may I help/assist you? 有什么可以帮助您的吗？ Telephone Techniques 电话技巧 Answer the phone before the third ring 在铃响3声内接听电话 Do not wait for the caller to speak first 不要等待对方先说 Never eat or drink while talking 不要在交谈中饮水或吃东西 Greet the caller and identify yourself and company/ department 问候来电者，并讲明你的身份或部门 Use caller’s name 称呼对方姓名 Always have your pen and notepad with you and drop down the notes 始终摆放笔及便签，以便记录 Repeat the important points of the call 记录电话重要细节 Taking Message 记录留言 Request 要求： Clear and Neat 干净，整洁 Write down the information in detail 详细记录信息 -- Caller’s name 来电者姓名 -- Caller’s telephone number 来电号码 -- Date, time, and message taker’s name,etc. 日期,时间，记录人等等 Your desk should be equ