掌握電話技巧之 打電話 Placing a Call

打電話　Placing a Call

如果你想就公事打電話聯(lián)絡(luò)某人，或要與某人在線討論生意（business matters），那就得學(xué)會(huì)打商務(wù)電話。打商務(wù)電話無(wú)論何時(shí)都應(yīng)當(dāng)彬彬有禮（good manners），和睦愉快（be pleasant）。你的態(tài)度可能直接影響到電話那一端的人對(duì)你的部門或公司的印象（impression），所以一定要專業(yè)。

自我介紹

自我介紹不僅是出于禮貌（courteous），更是節(jié)省時(shí)間的要求。如果是熟人之間的電話，只用告知姓名就可以了。

⊙Hello.This is Susan Smith calling for Mr.O’Hara.Is he available?

您好，我是蘇珊·史密斯，我想和奧哈拉先生通話。他現(xiàn)在方便嗎？

⊙May I please speak to Mr.Xiao?

我能否和肖先生通話？

⊙I’m calling in regards to the Gilbert account.

我打電話是關(guān)于吉爾伯特賬目的事情。

⊙Could I please speak to someone in the Marketing Department?

我能否和營(yíng)銷部的人通話？

⊙I’m Kelly Carter calling from Charleston Computers.

我是來(lái)自查爾斯頓電腦公司的凱利·卡特。

⊙Hi, this is Kelly from Accounting.

您好，我是財(cái)務(wù)部的凱利。

⊙It’s Mark Mason from Edison Electronics.

我是愛(ài)迪生電子的馬克·梅森。

⊙Hi, I’m Debbie Dickenson.I’m calling from Marblewood Estates.

你好，我是來(lái)自大理石房地產(chǎn)的黛比·狄更斯。

確認(rèn)

確認(rèn)你的致電對(duì)象是否方便接聽(tīng)電話，如果不方便，就試著和他約一個(gè)時(shí)間再去電話。

⊙This is Nancy from reception.Is Mr.Martin available to take a call right now?

我是前臺(tái)的南茜。馬丁先生現(xiàn)在方便接電話嗎？

⊙May I please speak to Mr.Ortega?If he’s not available, when would be a good time to reach him?

我可以和奧爾特加先生通話嗎？如果他不方便的話，那什么時(shí)間能找到他？

⊙I’m calling for Ms.Lopez.Is she available to take my call?

我找一下洛佩斯女士。她現(xiàn)在方便接我的電話嗎？

留言

可以通過(guò)留言把你的致電目的和聯(lián)系方式轉(zhuǎn)給你的致電對(duì)象。有必要讓記錄人用他的話（in their own words）重復(fù)一下留言內(nèi)容，確保信息無(wú)誤。你也可以留言到對(duì)方的語(yǔ)音信箱（voice mail）。

⊙Can you please repeat back to me the message?

您可否給我重復(fù)一遍留言？

⊙Can I leave a message for him?

我能否留言給他？

⊙I can just leave a message.Can you connect me to his voice mail, please?

我只留個(gè)口信，可否請(qǐng)您幫我接到他的語(yǔ)音信箱？

個(gè)別情況

作為秘書或助理，在你未完全掌握來(lái)電方的目的或事情的緊迫性之前，最好不要直接轉(zhuǎn)給老板。

⊙Could you please connect me to extension 530?

請(qǐng)您幫我轉(zhuǎn)接分機(jī)號(hào)530。

⊙May I please speak to Mr.Garcia?I’m returning his phone call.

我能否和加西亞先生通話？我是給他回電話的。

⊙I have Mr.Lopez on the line for Mr.Stevens.Is Mr.Stevens available to take this call?It's rather urgent.

洛佩斯女士要找史蒂文斯先生，史蒂文斯先生現(xiàn)在方便接聽(tīng)電話嗎？事情有些緊急。

結(jié)束通話

在融洽的氣氛中（pleasant note）結(jié)束通話。感謝另一方給予的時(shí)間，（如果必要）預(yù)約另外的通話時(shí)間，并祝愿他有美好的一天。

⊙Thank you very much for your help.

感謝您的幫助。

⊙Thank you, have a nice day.

謝謝您，祝您度過(guò)快樂(lè)的一天。

⊙Please have Mr.Lopez return my call.Thank you.

請(qǐng)讓洛佩斯先生回電話給我。謝謝您。

總結(jié)

通話過(guò)程能反映個(gè)人修養(yǎng)或所在公司的形象。彬彬有禮地表達(dá)要求或提供信息，可以請(qǐng)求別人轉(zhuǎn)接電話或轉(zhuǎn)達(dá)留言。掛電話之前不要忘記祝福對(duì)方。

Words　單詞表

accounting會(huì)計(jì)，會(huì)計(jì)學(xué)

billing賬單，開(kāi)票

certainly當(dāng)然，一定

client客戶

handle處理

hold持有；保持

important重要

interrupt打斷；中斷

matter無(wú)論，不管

payment支付

reception接待，前臺(tái)

repeat重復(fù)，反復(fù)

Phrases　短語(yǔ)表

at a later time以后，后來(lái)

call（sb）back回電（某人）

dial an extension撥打分機(jī)

hard to say很難說(shuō)

discuss（a/the）matter討論（這個(gè)/某個(gè)）問(wèn)題

have a chance有機(jī)會(huì)

hear so much about（sb）久仰（某人），聽(tīng)說(shuō)了很多關(guān)于（某人）

hold all calls不接進(jìn)所有的電話，應(yīng)對(duì)所有的來(lái)電

How can I help you?我怎樣才能幫您？

in regards to關(guān)于，有關(guān)

on a contract basis以合約的形式

receive payment收到付款

repeat back to（sb）向（某人）重復(fù)

return a call回電話

right at the moment正在此刻

take（sb's）call接（某人的）電話

talk about談及

thank you for calling感謝致電

under contract依據(jù)合同

實(shí)景對(duì)話1

A：Good Morning. Thank you for calling O'Hara International.This is Lisa Cooper. May I help you?

B：Hello. This is Susan Smith calling for Mr.O'Hara.Is he available?

A：I'm sorry, Mr. O'Hara is currently unavailable.Is there something I can do for you?

B：Well, if Mr. O'Hara can't take my call, could I speak with someone in the Accounting Department?

A：Certainly, I can transfer you now. Please hold.（Transfers the call）

C：Accounting, this is Val speaking.How can I help you?

B：Hi, Val. This is Susan Smith calling from Charleston Computers.I'm calling in regards to the Gilbert account. We did some work for O'Hara on a contract basis, and we have yet to receive payment.

C：Oh. Lincoln Lopez handles all the billing and payment for work done under contract. You'll need to discuss the matter with him.Unfortunately, he is not available to take your call right at the moment.

B：Can I leave a message for Mr. Lopez then?Please let him know that I called and have him call me back at 8765-8788.

C：Certainly.

B：Would you mind repeating back the message to me?

C：Okay. Susan Smith calling about the Gilbert account.Please return her call at 8765-8788.

B：Please have Mr. Lopez return my call.Thank you.

A：早上好，感謝致電奧哈拉國(guó)際。我是麗莎·庫(kù)珀。有什么需要幫忙的嗎？

B：您好，我是蘇珊·史密斯，我想和奧哈拉先生通話。他現(xiàn)在方便嗎？

A：對(duì)不起，奧哈拉先生此刻不方便接聽(tīng)電話。有什么我可以幫忙的嗎？

B：如果奧哈拉先生不方便接電話的話，我能和財(cái)務(wù)部的人通話嗎？

A：當(dāng)然，我現(xiàn)在就為您轉(zhuǎn)。請(qǐng)稍等。（轉(zhuǎn)電話）

C：財(cái)務(wù)部，我是瓦爾。有什么可以幫您的？

B：您好，瓦爾。我是查爾斯頓電腦公司的蘇珊·史密斯。我打電話是關(guān)于吉爾伯特賬目的事情。依據(jù)合同，我們?yōu)閵W哈拉做了一些工作，但是還沒(méi)有收到付款。

C：哦，林肯·洛佩斯負(fù)責(zé)所有依據(jù)合同的業(yè)務(wù)的賬單支付。您得和他談這個(gè)問(wèn)題。不巧的是，他這會(huì)兒不方便接聽(tīng)您的電話。

B：我能留言給洛佩斯先生嗎？請(qǐng)您告訴他我給他打過(guò)電話，讓他回電到8765-8788這個(gè)號(hào)碼。

C：好的。

B：您能否重復(fù)一下我剛才的留言內(nèi)容？

C：好的。蘇珊·史密斯就吉爾伯特賬單的事情打過(guò)電話?；仉娞?hào)碼是8765-8788。

B：請(qǐng)一定讓洛佩斯先生回電話給我，謝謝您。

實(shí)景對(duì)話2

A：Hello. Mr.Martin's Desk.This is Judy.

B：Hi, Judy. This is Nancy from reception.Is Mr.Martin available to take a call right now?

A：He's in a meeting with a client. Is it important?

B：I have Mr. Stevens on the line for Mr.Martin.Can Mr.Martin take this call?It's rather urgent.

A：I was told hold all of Mr. Martin's calls and not interrupt this meeting.I'm sorry. Can you leave a message?I can have Mr.Martin call Mr.Stevens back as soon as his client leaves.

B：Okay.（To caller on hold）I'm sorry, Mr. Stevens, Mr.Martin is meeting with a client at the moment. Would you like to leave a message?Mr.Martin can return your call as soon as he is available.

C：Hmm……If he's not available now, when would be a good time to reach him?

B：It's difficult to say how long his meeting will last. Let me take down your number and have him get back to you……

C：I can just leave a message on his voice mail. Could you connect me， please?

B：No problem. If you wish to call back at a later time, you can dial extension 530.

C：Thanks for your help.

B：You're welcome, have a nice day.

A：您好，馬丁先生辦公室，我是朱蒂。

B：您好，朱蒂。我是前臺(tái)的南茜。馬丁先生現(xiàn)在方便接電話嗎？

A：他正在會(huì)見(jiàn)一個(gè)客戶。有很重要的事情嗎？

B：史蒂文斯先生打電話找馬丁先生。他能接電話嗎？非常著急的事情。

A：他指派我應(yīng)對(duì)所有的來(lái)電，就是為了不打擾該會(huì)議。對(duì)不起。您能留個(gè)口信嗎？我可以讓馬丁先生在送走客戶后立刻回電給史蒂文斯先生。

B：好的。（轉(zhuǎn)至來(lái)電方）對(duì)不起，史蒂文斯先生，馬丁先生此刻正在會(huì)見(jiàn)一個(gè)客戶。您能否留個(gè)口信？馬丁先生一有空馬上會(huì)給您回電。

C：嗯……如果他現(xiàn)在不方便的話，那什么時(shí)間方便找他？

B：現(xiàn)在很難說(shuō)會(huì)議會(huì)持續(xù)多久。我記下您的電話，我會(huì)讓他給您回電話……

C：我只需要留個(gè)口信。請(qǐng)您幫我接到他的語(yǔ)音信箱。

B：沒(méi)問(wèn)題。如果您想過(guò)一會(huì)兒再打電話，您可以撥打分機(jī)號(hào)530。

C：謝謝您的幫助。

B：不客氣，祝您有美好的一天。