國(guó)際商務(wù)師業(yè)務(wù)英語(yǔ)輔導(dǎo):商務(wù)電話(huà)的用語(yǔ)

字號(hào):

-
    英:
    ● (Receptionist/Assistant))
    ► (Caller)
    Guidelines for external calls to the company receptionist
    ● Use a positive salutation.
    (example: Good morning,)
    ● Identify your company and yourself.
    (example: ABC Incorporated, Marie speaking.)
    ● Give a standard offer of service.
    (example: May I help you?)
    ► Wait for the caller to identify herself/himself and to state
    her/his purpose.
    (example: Hi, this is Sarah. I’d like to talk to Mr. Long)
    ● Give an appropriate response.
    (example: Just a moment, please. I’ll transfer your call)
    Guidelines for external calls to an administrative assistant
    ● Use a positive salutation.
    (example: Good morning,)
    ● Identify your superior and yourself.
    (example: Mr. Long’s office, Helen speaking.)
    ► Wait for the caller to identify herself/himself and to state
    her/his purpose.
    (example: Good morning, Helen. This is Sarah. Can I
    speak to Mr. Long, he’s expecting my call?)
    ● Give an appropriate response.
    (example: Just a moment, please, while I put you
    through.)
    Guidelines for internal calls to a departmental secretary/receptionist
    ● Use a positive salutation.
    (example: Good morning,)
    ● Identify your department and yourself.
    (example: Marketing Dept. This is Lucy.)
    ► Wait for the caller to identify herself/himself and to state
    her/his purpose.
    (example: Hi, Lucy. How are you doing? Is Jack around?)
    ● Give an appropriate response.
    (example: Sorry, he just stepped out.)
    ► Possible return response.
    (example: OK, I’ll call back later.)
    中:
    ● (接待員/助手)
    ► (打電話(huà)者)
    公司接待員接聽(tīng)外部電話(huà)的原則
    ● 用積極的問(wèn)候語(yǔ)。
    (例: 早上好)
    ● 表明公司和你的身份。
    (例: ABC有限公司,我叫Marie。)
    ● 使用標(biāo)準(zhǔn)的服務(wù)客套話(huà)。
    (例: May I help you?(我能為您做點(diǎn)什么?)
    ► 等侯對(duì)方說(shuō)出其身份和來(lái)電話(huà)的目的。
    (例: 早上好,Helen。我是sarah, 請(qǐng)Long先生接
    聽(tīng)電話(huà)。)
    ● 給一個(gè)恰當(dāng)?shù)幕卮稹?BR>    (例: 等一下,我把電話(huà)轉(zhuǎn)過(guò)去。)
    公司行政助理接聽(tīng)外部電話(huà)的原則
    ● 用積極的問(wèn)候語(yǔ)。
    (例: 早上好)
    ● 表明你的上級(jí)和你的身份。
    (例: Long先生的辦公室,我是Helen。)
    ● 等侯來(lái)電話(huà)者表明他的身份和目的。
    (例: 早上好Helen,我是Sarah。我能和Long先
    生說(shuō)話(huà)嗎?她在等我的電話(huà)。)
    ● 給一個(gè)恰當(dāng)?shù)幕卮稹?BR>    (例: 稍等,我?guī)湍憬油?。?BR>    部門(mén)秘書(shū)或接待員接聽(tīng)內(nèi)部電話(huà)的原則
    ● 用積極的問(wèn)候語(yǔ)。
    (例: 早上好)
    ● 表明你所在部門(mén)和你自己的身份。
    (例: 銷(xiāo)售部。 我是Lucy。)
    ► 等侯對(duì)方說(shuō)出其身份和來(lái)電話(huà)的目的。
    (例: 你好,Lucy。你怎么樣?Jack在嗎?)
    ● 給一個(gè)恰當(dāng)?shù)幕卮稹?BR>    (例: 對(duì)不起,他剛出去。)
    ● 可能得到的回答。
    (例: 好的,我過(guò)會(huì)兒再打來(lái)吧。)