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超實用電話英文!致勝三部曲:讓你接到外國客戶電話,不再皮皮挫!

2019-11-21 09:23:51
Managertoday
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拿起電話筒,手還是會顫抖嗎? 一想到要用英文與客戶溝通,全身寒毛就豎起來嗎?? 不用擔心,今天的【商用電話英文 致勝三部曲】 讓你瞬間從電話英文的咕嚕變成亞拉岡!!

拿起電話筒,手還是會顫抖嗎?
一想到要用英文與客戶溝通,全身寒毛就豎起來嗎??

不用擔心,今天的【商用電話英文 致勝三部曲】
讓你瞬間從電話英文的咕嚕變成亞拉岡!!

首部曲:正式電話英文Step by Step


1. 來電一方開場介紹

  • 一開始打招呼:Hello. / Good Morning. / Good Afternoon.

  • 表明來電者身分:This is (name)  speaking.

  • 說明想要找的接聽對象:Could I speak to (name) please? / I would like to speak to(name)./  I’m trying to contact (name).

  • 在商業電訪中,有時候來電一方是代表公司出面洽談,所以在「表明身分之後」,常常會加一句「說明來歷」的自介話語:I am calling from (company or institution). / I’m calling on behalf of (company or institution).

2. 接電話一方回覆

  • 表明接電話一方身分:Hello, this is (name) speaking. / (Name) speaking, how may I help you?

  • 假如打電話到一間公司或是公司客服部門的時候,電話人員通常會在來電者講話之前先自我介紹一般都會這麼說:
    Hello, (company or institution) , how may I help you?**

3. 接電話一方要求更多訊息

  • 假如來電一方沒有報名字,可以用以下句子詢問:May I ask who’s calling, please? / Can I ask who I’m speaking to, please? / Excuse me, where is this call coming from?

4. 來電一方提出來電需求

  • 要求找特定人士:Could I speak to someone who (specific function, ex:manages customer service, or is incharge of product development)?

  • 表明特定要求:I would like to make a reservation, please. / I would like to make an appointment with (name, ex: Dr.Melson).

  • 請對方幫忙轉接:Could you put me through to extension number (numbers) , please?

  • ****這個部分沒有固定的形式,還是看電話內容是什麼。基本上要掌握住「清楚表達目的」與「注意禮貌」即可。****

5. 稍待或轉接電話

  • 請對方稍待:Could you hold on a moment, please? / Just a moment, please.

  • 幫對方轉接電話:I’ll just put you through, please wait. / I’ll transfer you now, please wait for a moment.

6. 無法滿足來電者需求時的回答

  • 有時候來電者沒有辦法被滿足,像是所詢之人剛好不在,或是電話滿線無法轉接。造成來電者沒有辦法被滿足的原因太多,以下列舉幾項常見的情況:I’m afraid (name)’s busy at the moment, can I take a message?
    ****I’m sorry, (name)’s on business today.****I’m sorry, but you may have dialled the wrong number.
    ****I’m afraid the line is busy at the moment, would like to call back later?

7. 通話中遇到溝通問題

  • 有時候因為環境吵雜或是通訊品質不佳,通話中可能會有聽不清楚的情形,以下是幾種常見的應對方式:
    I’m afraid I can’t hear you very well. / Would you mind speaking up a bit, please? / Could you repeat that, please?
    ****I’m afraid the line is quite bad, would you mind repeating your sentence?

8. 來電者留資料或訊息電話中說再見

  • 接電話者詢問來電者是否留訊息:Would you like to leave a message? / Can I take your name and number, please?

  • 留訊息時遇到需要問清楚的資訊,可以直接表達:Could you spell that for me please? / Would you like (name) to call you back?

  • 有時候來電者會主動要求留訊息Can I leave a message please? / Could you please ***ask (name)* to call me back?**

9. 電話中說再見

  • 電話中說再見:Thank you for calling. / Have a good day. / Goodbye.

[下面這支影片,有一段正式與非正式的電話談話,學會上面的句子後,看看別人怎麼用!]1


##二部曲:常用片語

圖片1

※在口語中,請人「稍待一會」也可以說hang on,意思等同於hold on。Hang on與hang up長得有點像,但是意思差很多,一個是「稍待」,另一個是「掛電話」。


三部曲:變得更好!


瞭解常用的電話英文之後,透過下面六個方法,你的電話英文可以更上一層樓。2

 

圖片來源 / Willy D via Flickr, CC Licensed
( 本文獲《看VoiceTube學英語》授權刊登,原文請點此。)