telephone etiquette -- part I.ppt
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1、专业电话礼仪Telephone Etiquette1你的职责职责是什么?Whats Your Responsibility?2客人的期望期望是什么?Whats the customers Expectations?3第一第一印象会留下持久持久的印象。The First Impression is Lasting impression.4课程内容 Content 1.接听电话的问候语 Answering a call2.让对方等待的语言 Holding a call3.转电话的语言 Transferring a call4.接听被转来的电话的问候语 Receiving a transferred
2、 call5.致电给他人 Calling others6.“过滤”电话 Screening or not5课程目标 Objective本次培训结束时,你将能非常专业专业地处理电话、并恰当地展示优雅优雅的礼仪。By the end of this training,you will be able to manage the phone calls in a professional way and present appropriate etiquette.6接听电话的问候语 Answering a calln你好,xxx公司,我是xxx。我能为您效劳吗?Nihao,xxx(Co.Name),
3、this is xxx(your name).May I help you/How may I assist you?7转电话的语言 Transferring a calln您想与哪一位通话?/您想找哪一位?Who would you like to speak to?n可以告诉我您的姓名吗?May I know whos calling?/Who should I say is calling.n当然,请允许我将您的电话转接过去。谢谢您的来电。Certainly.Allow me to put you through to him/her.Thank you for calling.n请稍等
4、,我将您的电话转接过去。谢谢您的来电。Hold on please/one moment please,I will connect/transfer your call.Thank you for calling.nXxx公司的xxx先生/女士要与您通话。Mr./Ms.xxx from xxx Company,wants to speak to you.8让对方等待的语言 Holding a calln在让对方等待之前先进行确认 Check before you place the caller on hold.n请您稍等一下可以吗?May I place you on hold?n如果对方
5、同意,你应该说 If the caller agrees,you should say:n谢谢,我很快回来。Thank you,I will get back to you soon.n当您再次回来时,应该说 When you get back to the caller,you should say:n抱歉让您久等了!Sorry for keep you waiting.n让客人等待的最长时间是多久?最多不超过30秒。How long is appropriate to keep someone waiting on the phone?30 seconds maximum.9接听被转来的电
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