2电话礼仪教学内容
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接电话常用英语
Given by Lance 2014-12
教学目标：
⏹接电话how to receive a call 请客人稍等how to ask guests to hold on
⏹转电话how to transfer a call 留言how to ask guests to leave a message
一、问候：Good morning/ afternoon/evening, Fraser Suites, may I help you?
您好，这里是仁恒辉盛阁酒店，有什么能为您效劳的吗？
二、请客人稍等:
Hold on, please. 请稍等。
Please hold the line, and I’ll put you through. 请稍候，我将为您接通。
Just a moment, please. 请稍候
三、转电话:
I’ll put you through. 我这就为您转过去
Go ahead, sir, you are through. 先生，请讲，您的电话已经接通
The line is busy/engaged.电话正占线
接到转错的电话：
This is the front office, I’ll transfer your call to… could you hold the line, please?
这里是前台，我帮您转到…请您别挂电话好吗？
更多部门：
部门名称：Executive Office 行政办公室Finance Department 财务部
Human Resources Department 人力资源部Sales & Marketing Department 市场营销部Operation Department 营运部Housekeeping Department 客房部
Security Department 安全部Engineering Department 工程部
无法为对方转接：
I’m sorry this is a direct line, and we can’t transfer your call to… could you dial… please?
很抱歉，这是直拨电话，我们无法为您转到，请您拨…好吗？
如果无法为客人效劳
We are sorry that we couldn’t help you. 很抱歉无法为您服务。
We look forward another chance to serve you.希望下次有机会为您效劳。
结束电话：
Thanks for calling.谢谢您的来电
四、留言
Thank you for waiting, sir. I’m sorry, the line is busy. May I leave a message?
让您久等了，先生。
不好意思，电话占线。
我能帮您留言吗？
如何记录留言：
⏹Name 姓名Time 时间Place 地点Telephone number联系方式
⏹Repeat the message 重复留言内容
情景对话：
W: Good afternoon, Fraser Suites, may I help you?
G: I’d like to speak to Mr. Smith in room 1606, please.
W: please hold the line, and I’ll put you through.
W: I’m afraid Mr. Smith is not in.
G: May I leave a message?
W: Sure, go ahead, please.
G: Please ask him to call me back. My name is Tom Brady, at 135678912
W: Mr. Tom Brandy, at135678912. Anything else, sir?
G: That’s all, thank you.
六、Practice: Role play。
