部门秘书培训

Departmentsecretarytraining部门秘书培训电话礼仪TelephoneCourtesy•TelephoneAnsweringStandard电话接听原则•Transferthephone转接电话•LeaveMessage留言•Makethetelephonecall如何拨打电话•NeverVs.Always永远不要Vs永远都要Contents我们将一起了解……•Applythestandardsbackatwork在工作中运用电话接听原则•Canuseprofessionalskilltotransferthecall礼貌地转接电话•Leavingmessageskill留言技巧Objectives目标BytheendofToday’sSessionyouwillbeableto本次课程结束之后，你将能够：•Answerthephonewithin3rings在电话响三声以内必须接听。1，2,3……TelephoneAnsweringStandard接听电话基本原则TelephoneAnsweringStandard接听电话基本原则Greeting:Goodmorning/afternoon/evening(dependingonthetimeoftheday)问候来电例如：早上好，下午好，晚上好。根据接听电话的时间来定Mentionthenameofthehotelordepartmentname报酒店或部门的名字Mentionyourname(thisisMARYspeaking)报您的名字（例如：这是玛丽）Beofassistance(HowmayIhelpyou?)给予帮助(例如：我能为您做点什么？)Youvoicemusthaveasmilingvoice,andmustpronouncethewordsproperly.接电话的时候语气要柔和,用语要恰当，并且面带微笑Howtoanswerthephone怎样接听电话Internalcalls内线电话Goodmorning,XXXdepartment,XXXspeaking,howmayIhelpyou?早上好，XXX部门，我是XXX，有什么可以帮您的吗？Externalcalls外线电话Goodmorning,XXXHotel,XXXspeaking,howmayIhelpyou?早上好,XXX酒店,我是XXX,有什么可以帮您的吗?TransferringaCall转接电话•Keepyourcompany’sphonenumbers保存一份公司电话号码表•Confirmwiththecallerandexplainyouwilltransferthecall确认客人需求，告诉客人您即将转接电话•Briefthecaller’srequesttothelistenerwhoansweredthephone.请将客人的具体要求转达给相关部门“Pleaseholdon,I’llconnectyou.”“Wouldyouholdonforamoment?”“Waitamoment,please.”“Sir/Madam.”xx先生/女士，我正在帮您转接，请稍等。LineBusy/NoAnswer线路繁忙/无人应答Givethechoicetothecaller提供给客人一定的选择:HoldOnorLeaveaMessage如“等待”或是“留言”TransferringaCall转接电话Wouldyouliketoholdonforawhileorleaveamessage,sir/madam?xx先生/小姐，您是要等一下还是我帮您留言？PlaceCallersonHold请求客人等待•Askforagreementbeforeyouholdthephone在候住电话之前，请求客人同意•Giveyourattentiontothecallerwhenyouholdthephone.在客人等待的过程中，仍然要有照顾•Writedownthemessage内容完整•Repeatthemessagetoconfirm确定内容•Deliverthemessage转交留言LeaveMessage留言To致:From自:Tel.No.电话:Date日期:Time时间:Message留言:YourName&Signature:留言者姓名及电话Finishtheservice结束来电Thankyouforcalling,goodbye!谢谢您的来电！再见！Always总是•Prepareforpaperandpen准备好纸和笔•Pickupphoneinthreerings&greetingguestbystandard铃响三声内接起电话，按标准接听•Usetheguestsurname称呼客人的姓Alwaysleaveamessageifit’snecessary.总是记下客人的留言Alwaysgiveyourfullattentiontothecaller,donottrytodotwothingsatonce.总是专心地接电话，不要边接电话边做别的事情Never永远不要•Neverallowthetwoconversationsatthesametime.永远不要同时进行两种对话（接电话时与别人谈话）•Nevereatordrinkandanswerthephone.永远不要接电话时吃东西或喝饮料Neverdropthetelephonereceiver.永远不要重放电话Neverleavethereceiveruncoveredasthecallerwillhearyouspeaking.永远不要说与对方无关的话时不捂住话筒Neversay“No”toguest永远不要对客人提出的要求说“不”记着保持微笑哦！