商英X班 XXX 学号The telephone is modern and convenient communication tool that,in our daily work using the telephone language is very important, it directly affects a companys reputation; in daily life, people through the phone also can roughly judge each others character, character.Therefore, to grasp the correct, courtesy call method is very necessary.With the development and improvement of peoples living level of science and technology, telephone penetration rate increasing, inseparable from the phone, every day to pick up, make a lot of phone.Look at the phone call is very easy, with each other to talk, think and talk face to face as simple, actually otherwise, call much attention, can say is a science, an art. CatalogAnswering the call of the stepsMessage five elementsCall some of the simple techniquesBasic etiquette Telephone courtesy 1, timely answer the phone 2, confirm each other 3, pay attention to art 4, adjust state of mind 5, left to answer the phoneTelephone etiquetteAnswering the call of the stepsMessage five elementsCall some of the simple techniquesBasic etiquette Telephone courtesy 1, timely answer the phone 2, confirm each other 3, pay attention to art 4, adjust state of mind 5, left to answer the phoneTelephone etiquetteBusiness phone etiquetteAnswering the call of the steps 1, before answering calls: first, prepare paper and pen: if you are not ready to pen and paper, so when you need to leave, will have to ask for a moment, let guest wait, this is very impolite.So, on the phone before.To prepare a pen and paper.Second, cut off all unnecessary action: dont let the other person feel you are dealing with the telephone business, others will feel you in distractions, it is also not polite.Moreover, using the correct posture: if your posture is not correct, not careful call from your hands to slide down, or fall on the ground, grated, also will make the other person feel not satisfied., smiling quickly pick up the phone: let the other side also can on the phone feel your enthusiasm.2, to answer the phone in three, pick up the phone: This is Stars Hotel telephone request.In addition, answering the phone also note: , pay attention to answering the telephone voice, let the other person feel you are very willing to help him, in your voice can hear you are smiling; II, pay attention to the intonation speed; , pay attention to answering the call of the wording, absolutely cant use any impolite language to make each other feel unwelcome;, pay attention to both telephone environment; , pay attention to when the telephone line failure, to confirm the reason;, pay attention to call both the attitude.Sadly, when hear each other talk for a long time, must also be reflected, such as the use of yes, good to show that you are listening.Second, greet, reported to the Department to introduce themselves; and, if you want to know who they are, not abrupt ask who you are, can say may I ask whos calling or it is polite to ask, sorry, can know how should I address you?; because, should be used for telephone or let guest wait; should be given a description, and apologize.Every 20 seconds, pay attention to each other, to understand each other to wait.Love, transfer a call to quickly: every employee must learn to solve the problem if you can solve the phone, then the correct extension, and let the other person know who is transferred to the phone.Children need help, the other, we should do everything in ones power: as the hotel staff should try our best to help the guests, for every telephone call can do the following things: greetings, apologies, Message five elementsCause: namely to whom message from: who wants to date date: preferably also includes a specific time recording signature: help to look for clues, or understand does not understand the local content:Call some of the simple techniques1, if the call is for your superior, dont directly answer or not, you should ask each others name and probably intentions, and help you find it.Will information tell your supervisor, he judged whether to answer the phone. 2, when making a phone call, you must list the main points to avoid wasting time before the call .3, Prepare a pen and paper, dont eat, drink or smoke, to maintain the correct posture.4, if you are looking for is not in, can ask each other what time can call again or please the phone back, at the same time, to their phone number and call back the time telling each other.In 5, to other departments when making a phone call, first reported to the Department and the name, so as to avoid each other because inquired about