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！

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！]

##二部曲：常用片語

※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。

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。）