Go Education 仁育國際

接到客戶的電話聽到：「Hello……」之後，
你心裡該不在想說「慘了！又要用英文了！！」

不用擔心，今天VoiceTube就要教教大家如何在電話中與客戶輕鬆對話，
我們先來看看「正式電話英文」與「日常電話英文」的差別吧！！

瞭解了正式英文與日常英文的差別後，
就讓我們正式進入到──【商用電話英文 致勝三部曲】的單元！！

[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
   • 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.

「更多英文學習：QQ English」

[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：電話中也能展現迷人魅力！]

瞭解常用的電話英文之後，看看下面這支影片，讓你的「電話英文」更上一層樓。

【重點整理】

1. 表明清楚自己的身分 (同時注意說話的語調)
2. 注意音量、發音，讓對方聽請楚自己在說什麼
3. 用對方熟悉的語言 (依照說話對象不同，用的字詞也會不同)
4. 仔細聆聽對方的說話內容 (記得給對方一些回應，並注意不要插嘴)
5. 利用例子幫助對方瞭解談話內容
6. 隨身帶著紙、筆。

想了解遊學資訊嗎？請點選 這裡~

想不受地點限制就來試試線上學英文吧～

Source:Voicetube職場商用英文