让致电方等候为其转接电话,是商务电话中习以为常(second nature)的内容。彬彬有礼并提供快捷有效的转接,让对方领略公司的优良服务。
先要说明一个让对方等候的理由,然后以询问的方式让对方稍等。
⊙Thank you for calling Medford Insurance, this is Marcie Stevens.
Would you please hold?
感谢致电梅德福保险,我是玛茜·史蒂文斯。您能否稍等片刻?
⊙I’m sorry, I need to answer the other line.Would you mind holding momentarily?
对不起,我需要接听一个别的电话。您是否介意稍等片刻?
⊙Let me check the information in our computer database.Could you hold for a moment, please?
让我查一下电脑里的数据库。您可不可以稍等片刻?
⊙I’ll take a look and see if Mr.Johnson is available to take your call.
Would you like to hold for a moment, please?
我要看一下约翰逊先生是否方便接听您的电话。您能否稍等一下?
⊙We’re experiencing heavier than usual call volumes.I need to place you on hold for a few minutes.
现在我们的线路比往常繁忙。我得请您稍等几分钟。
尊重来电者的意见
一定要询问来电方(caller)是否愿意其电话被挂起,或者是否愿意随后再打(call back)。避免使用生硬词语(abrupt phrase),要让来电方知道可能要等多长时间。
⊙Mr.Samuels is meeting with a client at the moment.Would you prefer to leave a message on his voice mail?Or I can put you on hold?
塞缪尔斯先生此刻正在会见一个客户。您愿意在他的语音信箱中留言吗?或者将您的电话挂起?
⊙I need to find the information you are requesting in my file cabinet.It may take a few minutes. Can you hold, or would you like me to call you back?我得在我的文件柜里找一下您要的信息。可能得等一会儿。您别挂,或者一会儿我给您回过去?
⊙I will transfer you over to Mr.Griggs’line.Please hold for just a moment.
我将把您(的电话)转接给格里格斯先生。请您稍等。
⊙We are experiencing a high call volume at the moment.I need to place you on hold for several minutes. Would you rather leave your name and number and I can call you back?
现在是电话线路使用的高峰时段,我得让您稍等几分钟。您是否愿意留下您的姓名和号码,我一会儿给您回过去?
继续等待
如果来电方同意电话暂被挂起,在过了你所说的挂起时间后,一定要重新接通(return to the line),并询问是否愿意再等。
⊙Hello?Mr.O’Brian has still not returned to the office.Would you like to continue to hold for him?
您好!奥布赖恩先生还没有回到办公室,您是否愿意继续等他?
⊙Ms.Lewis is still with a client.Did you want to keep holding for her?Or I can transfer you to her voice mail?
刘易斯女士还在会见客户,您是否愿意继续等待?还是帮您转到她的语音信箱?
⊙Mr.Kline is still on the other line.Did you want to continue holding?
克兰先生还在接别的电话。您要继续等吗?
确认回复
在来电被挂起后,应及时回复确认进展,别长时间地挂起(hang there)。大约每隔30秒钟应该告知对方接通的近况。
⊙I am still looking through the information.Can you please hold for a fewmore minutes?
我还在浏览信息。您能再等几分钟吗?
⊙I will be with you shortly, please continue to hold.
我会尽快,但是请您稍等一下。
⊙I need to check on a few more items.Can you please continue holding for a moment?
我需要查看更多的项目,您是否可以再等一会儿?
总结现代都市生活节奏飞快的标志之一就是来电的应接不暇,或者去电被挂起许久都得不到答复确认。掌握礼貌用语或技巧可以使等待的焦急得以平息,忙碌的压力得以舒缓。
Words 单词表agent代理;经纪人
budget report预算报告
database数据库
experience体验,感受
figure数据,数字
file cabinet文件柜,文件箱
insurance保险
item项目
matter事情
momentarily即刻,瞬间
originally本来,原来
policy政策,方针
prefer更喜欢,宁愿
Sir先生
specific具体的;明确的
transfer转移,转送
voice mail语音信箱
Phrases 短语表at the moment此刻
call sb back回电话给(某人)
call volume通话量
can I help you我能帮您吗
check on(sth)检查(某事)
didn't think so本来就不这样认为
direct(a call)直拨(电话)
final numbers最终数据
for a moment片刻,一会儿
give sb a run over(of sth)允许某人充分使用(某物),获准充分使用(某物)
give me a holler喊我一声/叫我一声
have(figures/numbers)in已有/存有(数据/数字)
I think I'll我想我会
I was wondering if……我想知道如果……
leave a message(on voice mail)留言(通过语音信箱)
put sb on hold让某人候听
sorry about that对此深表歉意
speak to sb about……和某人谈有关……
take a look看一下
take your time慢慢来,不必着急
with a client和客户在一起
Would you mind(doing sth)您是否介意……
You mean……您的意思是……
实景对话1A:Thank you for calling Medford Insurance, this is Marcie Stevens. Would you please hold?
B:Uh, Okay.
A:Thank you.(Puts caller on hold)
A:Sorry about that Sir. We are experiencing a high volume of calls at the moment. What can I do for you today?
B:Yes. My name is Bill Smith and I'm calling about a specific insurance policy package. I have a few questions, and……
A:I'm sorry, I need to answer the other line. Would you mind holding momentarily?
B:Uh. I suppose……
A:Thank you.(Puts caller on hold)
A:Yes, Sir. Thank you for holding.So you have some questions about a policy?I can transfer you to one of our agents……
B:Actually, I would like to talk to Mr. Samuels.He's the agent I originally spoke to about the matter.
A:I'll take a look and see if Mr. Samuels is available to take your call.Would you like to hold for a moment, please?
B:Okay.
A:(Puts caller on hold)Hello, is Mr. Samuels at his desk?
C:He's with a client now. He should be a few minutes more.
A:Okay, thank you.(Takes caller off hold)Mr. Samuels is meeting with a client at the moment. Would you prefer to leave a message on his voice mail?Or I can put you on hold?
B:Well……I think I'll just leave a message.
A:Very well. Please hold for a moment while I transfer you to Mr.Samuels's voice mail.
A:感谢致电梅德福保险,我是玛茜·史蒂文斯。您能否稍等片刻?
B:嗯,好的。
A:谢谢。(暂时挂起对方电话)
A:不好意思,先生。现在是电话线路使用的高峰时段。有什么可以为您效劳的?
B:我叫比尔·史密斯。我打电话要了解保险政策的具体信息。我有几个问题……
A:对不起,我需要接听另外一个线上的电话。您是否介意稍等片刻?
B:嗯,好吧……
A:谢谢您。(暂时挂起对方电话)
A:您好,先生。感谢您的等候。您是说对政策有些疑问,对吗?我可以把您的电话转给我们的经纪人……
B:事实上,我是想和塞缪尔斯先生通话的。我一直就是和他谈这个事情的。
A:我要看一下塞缪尔斯先生是否方便接听您的电话,您能否稍等一下?
B:好的。
A:(暂时挂起对方电话)您好,塞缪尔斯先生在座位上吗?
C:他正在会见一个客人。可能还需要几分钟。
A:好的,谢谢您。(转回在线来电)塞缪尔斯先生此刻正在会见一个客户。您愿意在他的语言信箱中留言吗?或者您再稍等一会儿?
B:那……我留言吧。
A:好的,请稍等,我帮您转到塞缪尔斯先生的语音信箱。
实景对话2A:Good afternoon, Diamond International Group, Sunny Hong speaking.
How may I direct your call?
B:Hello. Is Mr.Griggs available?
A:I will transfer you over to Mr. Griggs'line.Please hold just for a moment.
B:Okay.Thank you.
C:Hello. Bob Griggs.Accounting.Can I help you?
B:Hi Bob, this is Larry. I was wondering if you could give me a run over of the final numbers on the last budget report?
C:You mean for August?
B:Yes. You don't have the September figures in yet, do you?
C:No, not yet.
B:Didn't think so. Yeah.Then could you take a look at August for me?
C:No problem. Let me check the information in our computer database.
Could you hold for a moment please?(Put's caller on hold, one minute later)I am still looking through the information. Can you please hold for a few more minutes?
B:Sure, take your time.
C:Thanks.(Puts caller on hold, two minutes later)I need to check on a few more items, can you please continue holding for a moment?
B:Okay.
C:I will be with you shortly, please continue to hold.(Puts caller on hold, one minute later)I haven't been able to find the budget report for August in the computer database. I need to find the information you are requesting in my file cabinet.It may take a few minutes.Can you hold, or would you like me to call you back?
B:Don't worry, it's all good. Why don't you take a look around for the numbers and give me a holler when you find them. There's no hurry.
A:下午好,钻石国际集团。我是苏尼·洪。您要接哪里?
B:您好,格里格斯先生有空吗?
A:我这就把您的电话转接给格里格斯先生,请您稍等。
B:好的,谢谢。
C:您好。我是财务部的鲍勃·格里格斯。有什么可以帮您的?
B:嗨,鲍勃,我是拉里。我想知道我能用一下最新预算报告的最终数据吗?
C:您是说8月份的吗?
B:是的。您还没有9月份的数据,对吧?
C:是的,还没有。
B:我想也是(没有)。那能帮我看一下8月份的吗?
C:没问题。让我查一下电脑里的数据库。您可不可以稍等片刻?(挂起对方电话,一分钟后)我还在浏览信息。您能再等几分钟吗?
B:当然,不着急。
C:谢谢。(挂起对方电话,两分钟以后)我需要查看更多的项目,您是否可以再等一会儿?
B:好的。
C:我会尽快的,但是请您稍等一下。(挂起对方电话,一分钟后)在电脑数据库中,我没有找到8月份的预算报告。我得在我的文件柜里找一下您要的信息。可能得等一会儿。您别挂,或者一会儿我给您回过去?
B:别着急,都行。要不您再看看,找到的时候喊我一声,不着急的。