電話禮儀的詳細講解(ppt 37頁)

電話禮儀的詳細講解內容提要：
Pick up the call within 3 rings using smiling voice
鈴響三聲之內用微笑的聲音接起
Greeting/Department/Identify Yourself/Offering Help
問候/報部門/報自己/主動提供幫助
Telephone Etiquette 電話禮儀
Good Morning/Good Afternoon/Good Evening
早上好/下午好/晚上好
Executive Lounge
行政酒廊
Richard Speaking
我是Richard
How May I assist you?
請問有什麼我能幫到的嗎？
Confirm That You Are The Very Person And/ OR Check Who Is The Caller (If S/He Didn’t Tell You).
確證你就是要找的人並/或詢問對方是誰
(如果對方未講的話)。
Keep Smiling and Use a Courteous Voice，Show You Are Willing to Help
保持微笑及使用禮貌的語氣，顯示出你樂意相助
Telephone Etiquette 電話禮儀
Yes, speaking.
我是，請講
(May I know who’s speaking?)
(請問您是哪位？)
How May I Assist You?
請問有什麼我能幫到的？
Ask Who’s Calling & Tell the Caller You Would Put the One on the Phone
詢問來電者姓名並告知你會讓所找的人接聽；告訴所找的人誰找他聽電話。
Telephone Etiquette 電話禮儀
May I Know Who’s Calling? All Right, Mr. A, I Will Ask Ms B to Answer Your Call Immediately.
Ms B, Mr. A is on the Phone.
請問您是哪位？好的，A先生，我馬上叫B小姐來接聽。
B小姐，A先生電話找你。

..............................