掌握電話技巧之 讓對(duì)方等候 Placing the Caller on Hold

讓對(duì)方等候　Placing the Caller on Hold

讓致電方等候?yàn)槠滢D(zhuǎn)接電話，是商務(wù)電話中習(xí)以為常（second nature）的內(nèi)容。彬彬有禮并提供快捷有效的轉(zhuǎn)接，讓對(duì)方領(lǐng)略公司的優(yōu)良服務(wù)。

先要說(shuō)明一個(gè)讓對(duì)方等候的理由，然后以詢問(wèn)的方式讓對(duì)方稍等。

⊙Thank you for calling Medford Insurance, this is Marcie Stevens.

Would you please hold?

感謝致電梅德福保險(xiǎn)，我是瑪茜·史蒂文斯。您能否稍等片刻？

⊙I’m sorry, I need to answer the other line.Would you mind holding momentarily?

對(duì)不起，我需要接聽(tīng)一個(gè)別的電話。您是否介意稍等片刻？

⊙Let me check the information in our computer database.Could you hold for a moment, please?

讓我查一下電腦里的數(shù)據(jù)庫(kù)。您可不可以稍等片刻？

⊙I’ll take a look and see if Mr.Johnson is available to take your call.

Would you like to hold for a moment, please?

我要看一下約翰遜先生是否方便接聽(tīng)您的電話。您能否稍等一下？

⊙We’re experiencing heavier than usual call volumes.I need to place you on hold for a few minutes.

現(xiàn)在我們的線路比往常繁忙。我得請(qǐng)您稍等幾分鐘。

尊重來(lái)電者的意見(jiàn)

一定要詢問(wèn)來(lái)電方（caller）是否愿意其電話被掛起，或者是否愿意隨后再打（call back）。避免使用生硬詞語(yǔ)（abrupt phrase），要讓來(lái)電方知道可能要等多長(zhǎng)時(shí)間。

⊙Mr.Samuels is meeting with a client at the moment.Would you prefer to leave a message on his voice mail?Or I can put you on hold?

塞繆爾斯先生此刻正在會(huì)見(jiàn)一個(gè)客戶。您愿意在他的語(yǔ)音信箱中留言嗎？或者將您的電話掛起？

⊙I need to find the information you are requesting in my file cabinet.It may take a few minutes. Can you hold, or would you like me to call you back?我得在我的文件柜里找一下您要的信息?？赡艿玫纫粫?huì)兒。您別掛，或者一會(huì)兒我給您回過(guò)去？

⊙I will transfer you over to Mr.Griggs’line.Please hold for just a moment.

我將把您（的電話）轉(zhuǎn)接給格里格斯先生。請(qǐng)您稍等。

⊙We are experiencing a high call volume at the moment.I need to place you on hold for several minutes. Would you rather leave your name and number and I can call you back?

現(xiàn)在是電話線路使用的高峰時(shí)段，我得讓您稍等幾分鐘。您是否愿意留下您的姓名和號(hào)碼，我一會(huì)兒給您回過(guò)去？

繼續(xù)等待

如果來(lái)電方同意電話暫被掛起，在過(guò)了你所說(shuō)的掛起時(shí)間后，一定要重新接通（return to the line），并詢問(wèn)是否愿意再等。

⊙Hello?Mr.O’Brian has still not returned to the office.Would you like to continue to hold for him?

您好！奧布賴恩先生還沒(méi)有回到辦公室，您是否愿意繼續(xù)等他？

⊙Ms.Lewis is still with a client.Did you want to keep holding for her?Or I can transfer you to her voice mail？

劉易斯女士還在會(huì)見(jiàn)客戶，您是否愿意繼續(xù)等待？還是幫您轉(zhuǎn)到她的語(yǔ)音信箱？

⊙Mr.Kline is still on the other line.Did you want to continue holding?

克蘭先生還在接別的電話。您要繼續(xù)等嗎？

確認(rèn)回復(fù)

在來(lái)電被掛起后，應(yīng)及時(shí)回復(fù)確認(rèn)進(jìn)展，別長(zhǎng)時(shí)間地掛起（hang there）。大約每隔30秒鐘應(yīng)該告知對(duì)方接通的近況。

⊙I am still looking through the information.Can you please hold for a fewmore minutes?

我還在瀏覽信息。您能再等幾分鐘嗎？

⊙I will be with you shortly, please continue to hold.

我會(huì)盡快，但是請(qǐng)您稍等一下。

⊙I need to check on a few more items.Can you please continue holding for a moment?

我需要查看更多的項(xiàng)目，您是否可以再等一會(huì)兒？

總結(jié)

現(xiàn)代都市生活節(jié)奏飛快的標(biāo)志之一就是來(lái)電的應(yīng)接不暇，或者去電被掛起許久都得不到答復(fù)確認(rèn)。掌握禮貌用語(yǔ)或技巧可以使等待的焦急得以平息，忙碌的壓力得以舒緩。

Words　單詞表

agent代理；經(jīng)紀(jì)人

budget report預(yù)算報(bào)告

database數(shù)據(jù)庫(kù)

experience體驗(yàn)，感受

figure數(shù)據(jù)，數(shù)字

file cabinet文件柜，文件箱

insurance保險(xiǎn)

item項(xiàng)目

matter事情

momentarily即刻，瞬間

originally本來(lái)，原來(lái)

policy政策，方針

prefer更喜歡，寧愿

Sir先生

specific具體的；明確的

transfer轉(zhuǎn)移，轉(zhuǎn)送

voice mail語(yǔ)音信箱

Phrases　短語(yǔ)表

at the moment此刻

call sb back回電話給（某人）

call volume通話量

can I help you我能幫您嗎

check on（sth）檢查（某事）

didn't think so本來(lái)就不這樣認(rèn)為

direct（a call）直撥（電話）

final numbers最終數(shù)據(jù)

for a moment片刻，一會(huì)兒

give sb a run over（of sth）允許某人充分使用（某物），獲準(zhǔn)充分使用（某物）

give me a holler喊我一聲/叫我一聲

have（figures/numbers）in已有/存有（數(shù)據(jù)/數(shù)字）

I think I'll我想我會(huì)

I was wondering if……我想知道如果……

leave a message（on voice mail）留言（通過(guò)語(yǔ)音信箱）

put sb on hold讓某人候聽(tīng)

sorry about that對(duì)此深表歉意

speak to sb about……和某人談?dòng)嘘P(guān)……

take a look看一下

take your time慢慢來(lái)，不必著急

with a client和客戶在一起

Would you mind（doing sth）您是否介意……

You mean……您的意思是……

實(shí)景對(duì)話1

A：Thank you for calling Medford Insurance, this is Marcie Stevens. Would you please hold?

B：Uh, Okay.

A：Thank you.（Puts caller on hold）

A：Sorry about that Sir. We are experiencing a high volume of calls at the moment. What can I do for you today?

B：Yes. My name is Bill Smith and I'm calling about a specific insurance policy package. I have a few questions, and……

A：I'm sorry, I need to answer the other line. Would you mind holding momentarily?

B：Uh. I suppose……

A：Thank you.（Puts caller on hold）

A：Yes, Sir. Thank you for holding.So you have some questions about a policy?I can transfer you to one of our agents……

B：Actually, I would like to talk to Mr. Samuels.He's the agent I originally spoke to about the matter.

A：I'll take a look and see if Mr. Samuels is available to take your call.Would you like to hold for a moment, please?

B：Okay.

A：（Puts caller on hold）Hello, is Mr. Samuels at his desk?

C：He's with a client now. He should be a few minutes more.

A：Okay, thank you.（Takes caller off hold）Mr. Samuels is meeting with a client at the moment. Would you prefer to leave a message on his voice mail?Or I can put you on hold?

B：Well……I think I'll just leave a message.

A：Very well. Please hold for a moment while I transfer you to Mr.Samuels's voice mail.

A：感謝致電梅德福保險(xiǎn)，我是瑪茜·史蒂文斯。您能否稍等片刻？

B：嗯，好的。

A：謝謝。（暫時(shí)掛起對(duì)方電話）

A：不好意思，先生?，F(xiàn)在是電話線路使用的高峰時(shí)段。有什么可以為您效勞的？

B：我叫比爾·史密斯。我打電話要了解保險(xiǎn)政策的具體信息。我有幾個(gè)問(wèn)題……

A：對(duì)不起，我需要接聽(tīng)另外一個(gè)線上的電話。您是否介意稍等片刻？

B：嗯，好吧……

A：謝謝您。（暫時(shí)掛起對(duì)方電話）

A：您好，先生。感謝您的等候。您是說(shuō)對(duì)政策有些疑問(wèn)，對(duì)嗎？我可以把您的電話轉(zhuǎn)給我們的經(jīng)紀(jì)人……

B：事實(shí)上，我是想和塞繆爾斯先生通話的。我一直就是和他談這個(gè)事情的。

A：我要看一下塞繆爾斯先生是否方便接聽(tīng)您的電話，您能否稍等一下？

B：好的。

A：（暫時(shí)掛起對(duì)方電話）您好，塞繆爾斯先生在座位上嗎？

C：他正在會(huì)見(jiàn)一個(gè)客人。可能還需要幾分鐘。

A：好的，謝謝您。（轉(zhuǎn)回在線來(lái)電）塞繆爾斯先生此刻正在會(huì)見(jiàn)一個(gè)客戶。您愿意在他的語(yǔ)言信箱中留言嗎？或者您再稍等一會(huì)兒？

B：那……我留言吧。

A：好的，請(qǐng)稍等，我?guī)湍D(zhuǎn)到塞繆爾斯先生的語(yǔ)音信箱。

實(shí)景對(duì)話2

A：Good afternoon, Diamond International Group, Sunny Hong speaking.

How may I direct your call?

B：Hello. Is Mr.Griggs available?

A：I will transfer you over to Mr. Griggs'line.Please hold just for a moment.

B：Okay.Thank you.

C：Hello. Bob Griggs.Accounting.Can I help you?

B：Hi Bob, this is Larry. I was wondering if you could give me a run over of the final numbers on the last budget report?

C：You mean for August?

B：Yes. You don't have the September figures in yet, do you?

C：No, not yet.

B：Didn't think so. Yeah.Then could you take a look at August for me?

C：No problem. Let me check the information in our computer database.

Could you hold for a moment please?（Put's caller on hold, one minute later）I am still looking through the information. Can you please hold for a few more minutes?

B：Sure, take your time.

C：Thanks.（Puts caller on hold, two minutes later）I need to check on a few more items, can you please continue holding for a moment？

B：Okay.

C：I will be with you shortly, please continue to hold.（Puts caller on hold, one minute later）I haven't been able to find the budget report for August in the computer database. I need to find the information you are requesting in my file cabinet.It may take a few minutes.Can you hold, or would you like me to call you back?

B：Don't worry, it's all good. Why don't you take a look around for the numbers and give me a holler when you find them. There's no hurry.

A：下午好，鉆石國(guó)際集團(tuán)。我是蘇尼·洪。您要接哪里？

B：您好，格里格斯先生有空嗎？

A：我這就把您的電話轉(zhuǎn)接給格里格斯先生，請(qǐng)您稍等。

B：好的，謝謝。

C：您好。我是財(cái)務(wù)部的鮑勃·格里格斯。有什么可以幫您的？

B：嗨，鮑勃，我是拉里。我想知道我能用一下最新預(yù)算報(bào)告的最終數(shù)據(jù)嗎？

C：您是說(shuō)8月份的嗎？

B：是的。您還沒(méi)有9月份的數(shù)據(jù)，對(duì)吧？

C：是的，還沒(méi)有。

B：我想也是（沒(méi)有）。那能幫我看一下8月份的嗎？

C：沒(méi)問(wèn)題。讓我查一下電腦里的數(shù)據(jù)庫(kù)。您可不可以稍等片刻？（掛起對(duì)方電話，一分鐘后）我還在瀏覽信息。您能再等幾分鐘嗎？

B：當(dāng)然，不著急。

C：謝謝。（掛起對(duì)方電話，兩分鐘以后）我需要查看更多的項(xiàng)目，您是否可以再等一會(huì)兒？

B：好的。

C：我會(huì)盡快的，但是請(qǐng)您稍等一下。（掛起對(duì)方電話，一分鐘后）在電腦數(shù)據(jù)庫(kù)中，我沒(méi)有找到8月份的預(yù)算報(bào)告。我得在我的文件柜里找一下您要的信息。可能得等一會(huì)兒。您別掛，或者一會(huì)兒我給您回過(guò)去？

B：別著急，都行。要不您再看看，找到的時(shí)候喊我一聲，不著急的。