電話(huà)應(yīng)對(duì)用語(yǔ)專(zhuān)業(yè)培訓(xùn)

1、電話(huà)應(yīng)對(duì)用語(yǔ)交待受話(huà)者不能接聽(tīng)的原因受話(huà)者外出不好意思，陳先生現(xiàn)在不在公司，他大概四點(diǎn)鐘會(huì)回來(lái)。Im sorry, Mr.Chen is not in/out now. Hell come back around four oclock. 受話(huà)者正在接電話(huà)不好意思，正在講電話(huà)。Im sorry, Mr. Chens line is engaged/busy.Im sorry, Mr. Chen is on another line now.受話(huà)者正在接待客人不好意思，陳先生正在會(huì)見(jiàn)客人。Im sorry, Mr. Chen is meeting some guests.受話(huà)者正在開(kāi)會(huì)不好意思，

2、陳先生正在開(kāi)會(huì)。Im sorry, Mr. Chen is in a meeting/conference now.受話(huà)者不在桌位不好意思，陳先生不在他的桌位上。Im sorry, Mr. Chen is now at his desk/away from his desk now.不好意思，陳先生不在辦公室，他在賣(mài)場(chǎng)。Im sorry, Mr. Chen is not in the office, he is somewhere in the salesfloor.受話(huà)者沒(méi)空不好意思，陳先生正在忙。Im sorry, Mr. Chen is tied up/busy at the momen

3、t.受話(huà)者正在出差不好意思，陳先生去外地出差了，下星期一才會(huì)回來(lái)。Im sorry, Mr. Chen is on a business trip.Hell come back next Momday.受話(huà)者正在休假不好意思，陳先生今天放假。Im sorry, Mr. Chens got day off today.受話(huà)者已經(jīng)辭職不好意思，陳先生已經(jīng)辭職了。Im sorry, Mr. Chen has quit already.電話(huà)系統(tǒng)故障不好意思，我們的電話(huà)系統(tǒng)有故障。Im sorry, we seem to have a poor connection.處理不能接聽(tīng)的情況請(qǐng)來(lái)電者稍等麻煩你

4、等等,電話(huà)一通立即幫您接線(xiàn).A moment please. Ill connect for you when the line is available.請(qǐng)來(lái)電者再打來(lái)請(qǐng)您遲些再打過(guò)來(lái).Could you call again later?請(qǐng)您三點(diǎn)以后再打回來(lái)Could you call him back after three oclock?接線(xiàn)給其他人請(qǐng)等一等,我?guī)湍雨愊壬浇碾娫?huà).A moment please. Ill try to put you through to other extension.請(qǐng)問(wèn)要不要同部門(mén)的其他同事聽(tīng)呢?Would you like to talk

5、to someone else in the same department?請(qǐng)問(wèn)要不要同黃先生講呢?Would you like to speak with Mr. Huang.留口訊請(qǐng)您留下姓名、公司名和電話(huà)號(hào)碼，我讓陳先生給您去電話(huà)。May I have your name. Company name and telephone. Ill have Mr. Chen call you back later.方不方便留下口訊呢?Would you mind leaving a message?請(qǐng)問(wèn)貴姓?請(qǐng)問(wèn)怎樣寫(xiě)呢?May I ask who is calling? Could you s

6、pell the name, please?聽(tīng)不清楚來(lái)者的話(huà)對(duì)不起,.我聽(tīng)不太清楚,麻煩您再重復(fù)一次。Would you mind repeating it?日常電話(huà)應(yīng)對(duì)一、 接電話(huà)時(shí)1、有禮的招呼（12：00前）早上好，樂(lè)富隆超市/_部門(mén)。 Good Morning, LIFELONG/_Dept. May I help you? (12：00后) 中午好，樂(lè)富隆超市/_部門(mén)。Good Afternoon, LIFELONG/_Dept. May I help you? （6：00后） 晚上好，樂(lè)富隆超市/_部門(mén)。Good Evening, LIFELONG/_Dept. May I hel

7、p you?2、給予回應(yīng)（例如） 是。 Yes我明白。 I see不用客氣。 Youre welecome.3、接線(xiàn)前麻煩您等等。 Just a moment, please.二、 線(xiàn)路不通時(shí)對(duì)不起，先生/小姐，現(xiàn)在線(xiàn)路不通，方不方便留個(gè)口訊或者_(dá)時(shí)間再打來(lái)呢？Im sorry, The line is engaged. Would you like to leave a message or call again?遇緊急事件麻煩您等等，電話(huà)一通就替您接上。A moment please. Ill connect for you when the line is available.請(qǐng)等一等，

8、我替您接_先生/小姐附近的電話(huà)。A moment Please, Ill try to put you through to the other extension.方不方便留個(gè)口訊呢？我盡快替您轉(zhuǎn)達(dá)給行_先生/小姐。Would you mind leaving a massage,_Sir/Madam? Ill inform Mr/Ms_as soon as possible.三、 當(dāng)沒(méi)有人接電話(huà)時(shí)不好意思，_先生/小姐的電話(huà)沒(méi)人聽(tīng)，方不方便留下口訊呢？Im sorry, No one answers from Mr/Ms_s office. Would you mind leaving a

9、 message?不好意思，_先生/小姐不在，方不方便留下口訊呢？Im sorry, Mr/Ms_is not in. Would you mind leaving a message?四、 記錄口訊時(shí)，必須正確無(wú)誤麻煩您留下姓名、公司名和電話(huà)，我可以替您轉(zhuǎn)達(dá)給_先生/小姐。Would you mind repeating it. Sir/Madame?當(dāng)有疑問(wèn)時(shí)對(duì)不起，我聽(tīng)得不太清楚，可以麻煩您重復(fù)一次嗎？Would you mind repeating it, Sir/Madame? Could you spell the name, please?處理電話(huà)投訴的基本原則1) 誠(chéng)懇的道歉；2) 細(xì)心聆聽(tīng)，表示重視；3) 收集詳細(xì)資料及事件經(jīng)過(guò)，并做清楚記錄；4)