掌握電話技巧之 轉(zhuǎn)接電話 Transferring Calls

轉(zhuǎn)接電話　Transferring Calls

沒(méi)有人能保證每個(gè)電話都能接到要找的呼叫對(duì)象，也很難保證不錯(cuò)過(guò)接聽(tīng)電話。如果有人轉(zhuǎn)接，這兩種情況都可以避免。電話可能轉(zhuǎn)接到要找的人，也可能接到相關(guān)的同事，或者語(yǔ)音信箱。

禮貌

無(wú)論轉(zhuǎn)電話或者將來(lái)電臨時(shí)掛起，都要以禮相待（courtesy）。在轉(zhuǎn)電話之前先要問(wèn)：“您是否愿意我?guī)湍D(zhuǎn)到（like to be transferred）……?”

⊙I’m sorry, Mr.Garcia is not in at the moment.Can I transfer you to hisvoice mail?

對(duì)不起，加西亞先生現(xiàn)在不在。要我把您的電話轉(zhuǎn)到他的語(yǔ)音信箱嗎？

⊙Please hold while I transfer you to the Customer Service Department.

我把您的電話轉(zhuǎn)給客戶服務(wù)部，請(qǐng)稍候。

⊙Ms.Kerry is available to take your call.I can transfer you to her private line.

克里女士現(xiàn)在方便接聽(tīng)您的電話，我可以把您的電話轉(zhuǎn)到她的專(zhuān)線。

⊙Let me transfer you now.

我現(xiàn)在就幫您轉(zhuǎn)。

⊙If you like, I can transfer you to a technician.

如果您愿意，我可以把電話轉(zhuǎn)給一個(gè)技術(shù)人員。

⊙Mr.Samuels is currently on the other line.Would you like to hold?Or I can transfer you to his voice mail?

塞繆爾斯先生正在接聽(tīng)別的電話。您愿意稍等一下嗎？或者我?guī)湍D(zhuǎn)到他的語(yǔ)音信箱？

⊙Would you like me to transfer you to the Billing Department?

我可以把您的電話轉(zhuǎn)到結(jié)算部嗎？

⊙Can I transfer you?

我能轉(zhuǎn)您的電話嗎？

提供號(hào)碼

如果來(lái)電者同意轉(zhuǎn)電話，你要告訴他那個(gè)相應(yīng)的電話號(hào)碼，以防（in case）電話被轉(zhuǎn)后沒(méi)有接通，也可以為來(lái)電者的下次來(lái)電提供直撥號(hào)碼。

⊙I can transfer you to Ms.Staple’s desk now.Her extension is 880.

我現(xiàn)在可以把您的電話轉(zhuǎn)到斯特普爾女士的辦公桌那里，她的分機(jī)號(hào)碼是880。

⊙I will transfer you to Mr.Jeffrey’s number now.His direct number is 8876-8766.

我現(xiàn)在把您的電話轉(zhuǎn)到杰弗里先生那里。他的號(hào)碼是8876-8766。

要等線路轉(zhuǎn)接成功后再掛斷。

A：I will transfer you to Mr. Jeffery's number now.

B：Thank you！

C：Hello, Jim Jeffery.（A hangs up the line）

A：我馬上把您的電話轉(zhuǎn)到賈弗里先生那里。

B：謝謝您。

C：您好，（我是）吉姆·賈弗里。（A掛斷電話）

再轉(zhuǎn)電話

如果一個(gè)電話被轉(zhuǎn)遍整個(gè)公司還沒(méi)有找到合適的人，你不妨記下來(lái)電者的姓名和號(hào)碼，在找到合適人選（appropriate person）后再回電話給他。

A：I can transfer you to the Billing Department.

B：I called Billing first！They transferred me to the Accounting Department， who transferred me to Finance, who then transferred me to you. Isn't there anyone who can help me?

A：I'm sorry for your frustration, Sir. Let me take your contact information and understand your situation better. I will find out who the best person to help you is and have that person call you back.

A：我可以把您的電話轉(zhuǎn)給結(jié)算部。

B：我最開(kāi)始打給了結(jié)算部，他們把我的電話轉(zhuǎn)給了會(huì)計(jì)部，會(huì)計(jì)部又把我的電話轉(zhuǎn)給了財(cái)務(wù)部，財(cái)務(wù)部又把電話轉(zhuǎn)給了你。你們就沒(méi)有人可以幫我嗎？

A：對(duì)于您的煩惱，我深表歉意。讓我記錄下您的聯(lián)系信息，更多地了解一下您的情況。我會(huì)找到幫助您的最佳人選，并讓他回電話給您。

總結(jié)

在現(xiàn)代社會(huì)，信息就是商機(jī)，錯(cuò)過(guò)一個(gè)電話導(dǎo)致錯(cuò)失一次掙錢(qián)機(jī)會(huì)的例子屢見(jiàn)不鮮，轉(zhuǎn)接電話能避免這種情況。在轉(zhuǎn)電話的過(guò)程中要有耐心，且保持禮貌，充分理解來(lái)電者的意愿，做到轉(zhuǎn)接準(zhǔn)確。沒(méi)有人愿意像皮球一樣被踢來(lái)踢去。

Words　單詞表

accounting會(huì)計(jì)，財(cái)務(wù)

already已經(jīng)

amount數(shù)量，數(shù)額

billing賬單

customer service客戶服務(wù)

department部門(mén)

extension擴(kuò)展；延期

pay支付

product產(chǎn)品

service服務(wù)

situation情況，狀況

specification規(guī)格，規(guī)范

still仍然

technician技術(shù)人員，技師

Phrases　短語(yǔ)表

be interested in對(duì)……感興趣

best person to help最合適實(shí)施幫助的人

call（sb）back給（某人）回電話

contact information聯(lián)系方式信息

direct a call直接通話

hang up掛斷

have（sb do sth）讓?zhuān)橙俗瞿呈拢?

have a problem with（sth）在（某事上）有問(wèn)題

have a question about（sth）對(duì)于（某事）有疑問(wèn)/問(wèn)題

if you like如果你愿意，如果你喜歡

in particular特別是，尤其是

Is that alright?還好嗎？

private line專(zhuān)線

reach sb聯(lián)系到（某人），找到（某人）

receive a bill收到賬單

should be able to應(yīng)該能夠/應(yīng)該可以

some kind of某種

take（sb's）contact information得到（某人）的聯(lián)系信息

you guys各位，你們

實(shí)景對(duì)話1

A：Hello, Pratt Broadcasting. This is Macy Gordan.How may I direct your call?

B：Well, I had a question about a bill I received from your company……

A：Would you like me to transfer you to the Billing Department?

B：I suppose so……

A：Please hold while I transfer you.

C：Billing, this is Maggie.（A hangs up the line）

B：Hi, I have a question about a bill I received. I already paid the amount， but I still have a bill from you guys.

C：We can't answer any questions about bills that have already been paid.

I will need to transfer you to the Accounting Department. Is that alright?They should be able to help you.

B：Okay.

D：Hello, this is Accounting. Patty speaking.（C hangs up the line）

B：I want to ask about a bill I received after I'd already paid the amount.

There's some kind of problem with my service……

D：If you have a problem with your service, you should talk to Customer Service. Please hold while I transfer you to the Customer Service Department.

B：But……

E：Customer Service. This is Mary.How can I help you?

B：Yes. I have a problem with my bill……

E：I can transfer you to the Billing Department.

B：I called Billing first！They transferred me to the Accounting Department， who then transferred me to you. Isn't there anyone who can help me?

E：I'm sorry for your frustration, Sir. Let me take your contact information and understand your situation better. I will find out who is the best person to help you and have that person call you back.

A：您好，普拉特廣播公司。我是梅西·戈登。您要接哪里？

B：啊，我從貴公司收到的一份賬單……

A：您愿意我把您的電話轉(zhuǎn)到結(jié)算部嗎？

B：我想可以……

A：請(qǐng)稍等，我?guī)湍D(zhuǎn)。

C：結(jié)算部，我是瑪吉。（A掛斷電話）

B：您好，是關(guān)于我收到的一份賬單。我已經(jīng)付過(guò)款了，可你們又給我發(fā)了一份賬單。

C：我們無(wú)法回答任何已支付的賬單的問(wèn)題。我把您的電話轉(zhuǎn)給財(cái)會(huì)部，可以嗎？他們應(yīng)該可以幫到您。

B：好的。

D：您好，我是財(cái)會(huì)部的帕蒂。（C掛斷電話）

B：我想問(wèn)一份賬單，這份賬單，我已經(jīng)付過(guò)了，可你們又發(fā)了一份給我。你們的服務(wù)是不是有什么問(wèn)題……

D：關(guān)于服務(wù)的問(wèn)題，您應(yīng)該和客戶服務(wù)部談。請(qǐng)稍等，我把您的電話轉(zhuǎn)到客戶服務(wù)部。

B：但是……

E：客戶服務(wù)部。我是瑪麗。有什么可以幫助您的嗎？

B：是的。我有一個(gè)問(wèn)題是關(guān)于我的賬單……

E：我可以把您的電話轉(zhuǎn)給結(jié)算部。

B：我最開(kāi)始打給了結(jié)算部，他們把我的電話轉(zhuǎn)給財(cái)會(huì)部，財(cái)會(huì)部又把我的電話轉(zhuǎn)給了你，你們就沒(méi)有人可以幫我嗎？

E：先生，對(duì)于您的煩惱，我深表歉意。讓我記下您的聯(lián)系信息，更多地了解一下您的情況。我會(huì)找到幫助您的最佳人選，并讓他回電話給您。

實(shí)景對(duì)話2

A：Megatron Electronics. This is Ya Ping speaking.How may I help you?

B：Is Mr.Zhang available?

A：Are you calling for Mr. Xiaoping Zhang?I'm sorry.Mr.Zhang is not in at the moment. Can I transfer you to his voice mail?

B：I was hoping to talk to Mr. Zhang, but maybe there is someone else who could help me. I wanted to ask about the specifications on some of your products……

A：If you like, I can transfer you to a technician.

B：That would be great！Thank you.

A：Ms. Han, one of our technicians, is available to take your call.I can transfer you to her private line.

B：Can you tell me her number so I can reach her again next time?

A：Yes. Ms.Han's extension is 880.Let me transfer you now.

C：Technical Department, this is Linda Han.（A hangs up）

B：Hi, Linda, my name is Jeffery Wu. I wanted to ask about the specifications of some of your products. I was told you could help me.

C：Certainly.Which particular products are you interested in?

A：麥加登電子，我是亞萍。有什么可以幫您的嗎？

B：張先生方便接電話嗎？

A：您是想找張小平先生嗎？對(duì)不起，張先生現(xiàn)在不在。要我把您的電話轉(zhuǎn)到他的語(yǔ)音信箱嗎？

B：我本來(lái)想和張先生談的，但是，也許你們別的什么人也可以幫助我。我是想問(wèn)些有關(guān)你們產(chǎn)品規(guī)格的一些情況……

A：如果您愿意，我可以把電話轉(zhuǎn)給技術(shù)人員。

B：那太好了！謝謝您。

A：韓小姐是我們的技術(shù)人員之一，她現(xiàn)在方便接聽(tīng)您的電話。我可以把您的電話轉(zhuǎn)到她的專(zhuān)線。

B：您能否告訴我她的號(hào)碼？這樣我下次可以直接聯(lián)系她。

A：好的。她的分機(jī)號(hào)是880。我現(xiàn)在就幫您轉(zhuǎn)。

C：技術(shù)部，我是琳達(dá)·韓。（A掛斷電話）

B：您好，琳達(dá)。我是賈弗里·吳。我想咨詢(xún)一下你們有關(guān)產(chǎn)品的規(guī)格。他們說(shuō)您可以幫助我。

C：是的。您對(duì)哪些產(chǎn)品感興趣呢？