個(gè)人的職業(yè)修養(yǎng)(individual professionalism)和公司的專業(yè)水平都能在通電話時(shí)的問(wèn)答之間充分體現(xiàn)。接聽電話一定要突顯來(lái)電方的重要性。
熱情禮貌,樂于助人(courteous and helpful),無(wú)論打電話的是誰(shuí),聽了都會(huì)倍感舒心。
⊙Hello, thank you for calling McKay Insurance.This is Barbara Michaelson.
您好,感謝致電麥凱保險(xiǎn)。我是芭芭拉·邁克爾森。
⊙Mediacom Entertainment, how may I help you?
通信娛樂,有什么可以為您效勞的嗎?
⊙You’ve reached Electronics.This is Tad speaking.
您撥通的是電子公司,我是塔德。
⊙Hello, Samantha Smith.
您好,我是薩曼莎·史密斯。
⊙How may I direct your call?
您需要我?guī)湍鷮㈦娫掁D(zhuǎn)到哪里?
⊙Would you please hold?
您稍等,請(qǐng)別掛。
⊙May I transfer you?
我可以幫您轉(zhuǎn)電話嗎?
⊙How may I help you today?
今天有什么我可以幫助您的嗎?
自報(bào)家門
以友好的語(yǔ)氣(friendly tone)說(shuō)明你的身份(identify yourself),無(wú)須過(guò)多說(shuō)明和修飾,告訴來(lái)電方你很愿意幫忙。確保你的語(yǔ)氣友好、聲調(diào)柔和。
⊙Hello, Margaret Jameson.How may I help you?
您好,我是瑪格麗特·詹姆森。有什么可以為您效勞的嗎?
⊙Hello, you’ve reached human resources, Mark Adams speaking.
您好,這里是人力資源部。我是馬克·亞當(dāng)斯。
⊙Good morning, thank you for calling.This is Noelle Jacobs.
早上好,感謝來(lái)電。我是諾埃爾·雅各布斯。
⊙Zhang Hongmei, s here.How may I help you?
我是張紅梅。有什么可以幫助您的嗎?
稱呼恰當(dāng)
在確認(rèn)對(duì)方身份時(shí),冠以稱呼,此后盡量使用“辦公室、辦公桌、在線”等職業(yè)詞匯。如果是接同事或者上級(jí)領(lǐng)導(dǎo)(supervisor)的電話,就無(wú)須說(shuō)自己的頭銜了。
⊙Hello, Mr.Saunder’s office.This is Harold Lee.How may I help you?
您好,桑德先生辦公室。我是哈羅德·李,有什么可以幫忙的?
⊙Hello, Mr.Fisher’s office, Jordan Fraiser speaking.
您好,費(fèi)希爾先生辦公室。我是喬丹·弗雷澤。
⊙Thank you for calling Gershon Labs.You’ve reached the desk of Ms. Stevens. This is George Mason.
感謝致電格申實(shí)驗(yàn)室。這里是史蒂文斯女士的辦公室。我是喬治·梅森。
所在部門、單位名稱
接到諸如“是預(yù)定處嗎”或者“是人力資源部嗎”的電話時(shí),有必要說(shuō)明部門單位的名稱和你的名字。
⊙Bookkeeping.This is Jill Martin.How may I help you?
訂票處。我是吉爾·馬丁,有什么可以幫您的?
⊙This is Customer Relations.John Fielding here.What can I do for you?
我是客戶關(guān)系部的約翰·菲爾丁,有什么可以為您效勞的?
⊙You’ve reached the Marketing Department.Liv Thomas.
這里是營(yíng)銷部。我是利瓦·托馬斯。
結(jié)束通話結(jié)束時(shí)最好說(shuō)“Thank you”或者“Good bye”。最好別說(shuō)“bye-bye”或者“OK”,并且讓來(lái)電方先掛電話(hang up first)。
A:Thanks for your help.
B:It's my pleasure. Please don't hesitate to call again if I can be of any assistance. Thank you.Good bye.
A:非常感謝您的幫助。
B:不客氣,這是我的榮幸。如果還需別的幫助,敬請(qǐng)?jiān)俅沃码姟Vx謝,再見。
總結(jié)問(wèn)與答的對(duì)話之間,個(gè)人修養(yǎng)、公司形象、服務(wù)意識(shí)都盡顯無(wú)遺。接電話很簡(jiǎn)單,但很多細(xì)節(jié)都要深思,從禮貌用語(yǔ)到稱謂稱呼,從結(jié)束方式到語(yǔ)氣語(yǔ)調(diào),都有很多講究,應(yīng)多多注意。
Words 單詞表agent代理,代理商
available有空的;方便的
claim主張;要求
couple夫婦,一對(duì)
extension擴(kuò)展;延期
hold保持;握住
lab實(shí)驗(yàn)室,研究室
line線
office辦公室,辦事處
particular特別的;詳細(xì)的
probably很可能,大概
receive接受,得到
reception酒會(huì),招待會(huì)
unfortunately不幸的是
Phrases 短語(yǔ)表at his/her desk在他/她的座位上
call back number回電號(hào)碼
call back回電話
calling for sb呼喚/找(某人)
check to see檢查
file a claim提出索賠;提出申訴
How may I help you?我該怎么幫助您?
I have(sb)on the line for you(有人)在線找您
I'd like to speak to……我想和……講話
I'm calling about……我來(lái)電是關(guān)于……
let sb know告知(某人),讓(某人知道)
no problem沒有問(wèn)題
Please hold請(qǐng)別掛
put sb on hold使(某人)處于候聽
reach(a person or a place)接通(某人/某處)
speak to sb about it和(某人)講某事
speak with sb和(某人)通話
step away from her/his desk從他/她的位子上走開
sure當(dāng)然,確信
take a message捎口信,帶口信
thank you for calling感謝致電
實(shí)景對(duì)話1A:Hello, thank you for calling McKay Insurance. This is Barbara Michaelson.
How may I help you?
B:Hi Barbara. This is Debbie Vanders from Stateside Insurance.I'm calling about a claim we received from your office.
A:Is there a particular agent you'd like to speak to?
B:The claim was filed by Jordan Miller. It'd probably be the best to speak to him about it. Is he available now?
A:I will check to see if Mr. Miller is at his desk.Would you mind holding on for a minute?
B:No problem.
A:Okay, please hold while I see if Jordan is available. It shouldn't be more than a couple minutes.(Puts on hold)
C:Claim Department, Jordan Miller speaking.
A:Hi Jordan, this is Barbara from reception. I have Debbie Vanders from Stateside Insurance on the line for you. Are you available to speak with her?
C:Sure. Please transfer her on over for me.
A:No problem.(To other line)Hello, Ms. Vanders, Mr.Miller is available.I can transfer you to his line now.
A:您好,感謝致電麥凱保險(xiǎn)。我是芭芭拉·邁克爾森。有什么可以為您效勞的嗎?
B:您好,芭芭拉。我是本地保險(xiǎn)公司的黛比·范德斯。我打電話是因?yàn)槲覀兪盏劫F辦公室的一份投訴書。
A:您希望和哪位具體的代理人通話呢?
B:這份投訴書是喬丹·米勒負(fù)責(zé)的那個(gè)部門的,最好能和他通話。他現(xiàn)在方便嗎?
A:我去看一下米勒先生在不在座位上,請(qǐng)稍等,別掛電話,好嗎?
B:沒問(wèn)題。
A:好的,請(qǐng)稍等,我看看喬丹現(xiàn)在是否方便。就幾分鐘。(置于候聽狀態(tài))
C:我是投訴部的喬丹·米勒。
A:您好,喬丹。我是前臺(tái)的芭芭拉。我這里有一個(gè)來(lái)自本地保險(xiǎn)公司的黛比·范德斯的電話找您。您現(xiàn)在方便接她的電話嗎?
C:當(dāng)然,請(qǐng)轉(zhuǎn)給我吧。
A:沒問(wèn)題。(到另一條線上)您好,范德斯女士,米勒先生現(xiàn)在有空。我現(xiàn)在就給您把電話接過(guò)去。
實(shí)景對(duì)話2A:Thank you for calling Gershon Labs. You've reached the desk of Ms.
Stevens. This is George Mason.
B:Hi. I'm calling for Katerina Stevens.This is her extension, right?Is she available now?
A:Yes, Sir. You've got the right extension, this is Katerina's desk.
Unfortunately, she is away from her desk right now. Is there something that I can help you with?
B:Umm……Actually I need to speak with Katerina about something……
A:I can take a message for you and make sure she gets it. She just stepped away from her desk, she should be back soon.
B:Well, I can call her back in a few minutes……
A:Why don't I take a message and she can get back to you soon?
B:That would be fine, except that I don't have a convenient call back number.
A:I could take a message for you, and you can try ringing her back in about twenty minutes. If I let her know you called and will be calling back at aspecific time, then she will be prepared to receive your call.
B:Okay. Will you let her know her husband will call her back at 2:30?
A:Certainly.
A:感謝致電格申實(shí)驗(yàn)室。這里是史蒂文斯女士的辦公室。我是喬治·梅森。
B:您好,我找凱特琳娜·史蒂文斯。這是她的分機(jī)號(hào)嗎?她現(xiàn)在方便嗎?
A:是的,先生。您撥的分機(jī)號(hào)是對(duì)的,這正是凱特琳娜的座位。不巧的是,她剛從座位上離開。有什么我可以幫忙的嗎?
B:嗯……事實(shí)上我需要和凱特琳娜講些事情。
A:我可以幫您給她留言,她一定會(huì)看到的。她剛從座位上走開,應(yīng)該很快就回來(lái)了。
B:算了,我過(guò)幾分鐘再打給她吧……
A:為什么不留個(gè)口信給她?她隨后很快就會(huì)回復(fù)您?
B:也好,問(wèn)題是我這邊沒有方便的回電號(hào)碼。
A:我留個(gè)口信給她,您可以過(guò)20分鐘再打給她。如果我告訴她您打過(guò)電話以及再打過(guò)來(lái)的明確時(shí)間,她會(huì)等您電話的。
B:好的,請(qǐng)您告訴她,她丈夫?qū)⒃?:30打電話給她。
A:好的。