常见电话场景下的英文话术:1.问候表明身份2.要求更多讯息、信息时3.来电一方提出来电需求4.稍待或转接电话5.无法满足来电者需求时6.通话中遇到沟通问题7.来电者留资料或讯息8.电话中说再见。
常见电话场景下的英文话术
1.问候表明身份
来电一方:
一开始打招呼,可以用最基本的问候语:Hello./Good Morning./Good Afternoon.
哈啰 / 早安 / 午安表明你的身份:This is (name) speaking.
这里是 _____。说明想要找的接听对象:Could I speak to (name) please? / I would like to speak to (name). / I’m trying to contact (name).
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请问可以帮我转接给(某人)吗?/我要找(某人)。/我要连络的人是(某人)。在商业电访中,有很多时候来电的一方是代表公司出面洽谈,所以在「表明身份」之后,常常会加一句「说明来历」的自介话语:I am calling from (company or institution). / I’m calling on behalf of (company or institution).
这通电话是来自(某公司或机构)。接电话一方:表明身份:Hello, this is (name) speaking. / (Name) speaking, how may I help you?
您好,这里是 _____。/ ____,需要什么帮忙吗?假如打电话到一间公司或是公司客服部门的时候,电话人员通常会在来电者讲话之前先自我介绍,一般都会这么说:Hello, (company or institution) , how may I help you?
您好,(公司名或机构),我可以帮您什么忙吗
2.要求更多讯息、信息时
假如来电一方没有报名字,可以用以下句子询问:May I ask who’s calling, please? / Can I ask who I’m speaking to, please? / Excuse me, where is this call coming from?
请问这通电话是来自____?
3.来电一方提出来电需求
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)?
我想找(某个特定部门,如:客服部门,或是产品控管部门)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).
您好,我想要预约。请对方帮忙转接:Could you put me through to extension number (numbers) , please?
您能替我转接电话到这里吗?这个部分没有固定的形式,端看电话内容是什么。基本上只要掌握住「清楚表达目的」与「注意礼貌」这两个看似简单但极为重要的点就可以了。
4.稍待或转接电话
请对方稍待:Could you hold on a moment, please? / Just a moment, please.
请稍待一下。帮对方转接电话:I’ll just put you through, please wait. / I’ll transfer you now, please wait for a moment.
我将为您转接,请稍等。
5.无法满足来电者需求时
有时候我们可能无法立即处理来电者的需求,可能是他要找的人刚好不在,或是电话满线无法转接,这种情况太多见了,而以下就帮你列举几种最常见的情况:I’m afraid (name)’s busy at the moment, can I take a message? / I’m sorry, (name)’s on business today.
____恐怕现在不方便接电话,我能留个讯息吗?I’m sorry, but you may have dialled the wrong number.
不好意思,您打错电话了。I’m afraid the line is busy at the moment, would like to call back later?
目前这支电话忙线中,您可以等会儿再回播吗?
6.通话中遇到沟通问题
有时候因环境嘈杂或通讯质量不佳,通话中可能会有听不清楚的情形,你可以用以下方式来应对:I’m afraid I can’t hear you very well. / Would you mind speaking up a bit, please? / Could you repeat that, please?我听不大清楚 / 不好意思可以请您讲大声一点吗?/ 您能重复一次刚刚说的话吗?I’m afraid the line is quite bad, would you mind repeating your sentence?收讯似乎不太好,您能再重复一次句子吗?
7.来电者留资料或讯息
接电话者询问来电者是否留讯息:
Would you like to leave a message? / Can I take your name and number, please?您想要留个言吗?/ 请问我可以记下您的名字和电话号码吗?留讯息时遇到需要问清楚的信息:Could you spell that for me please? / Would you like (name) to call you back?不好意思,请问可以请您拼出那个字吗?/ 您希望___等等回播吗?有时候来电者会主动要求留讯息:Can I leave a message please? / Could you please ask (name) to call me back?我可以留个讯息吗?/ 可以请___晚点回播吗?
8.电话中说再见
讲完电话后,别忘了要先说再见再挂电话,电话里的再见有以下三种讲法:
Thank you for calling. / Have a good day. / Goodbye.感谢您的来电。/ 祝您有愉快的一天。/ 再见。
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