掌握电话技巧之 留言 Taking Messages
留言 Taking Messages
没有人能保证24小时不关手机、8个小时都守在座机旁。而人工留言或语音信箱都能保证你在“第二时间”有效收到这些信息。时间就是金钱！（Time is money！）商务沟通中，丢掉的可能不只是一个简单的信息，而是大笔的利润。如下的注意事项和步骤将帮助你获取准确且及时的电话留言。
电话留言要素
●致电人的姓名；
●公司名称；
●致电人的电话号码和分机号；
●打入电话的日期和时间；
●希望在收到留言后的回应（回电话，等候第二次打入电话等）
⊙I’m sorry, Mr.Erickson isn’t here at the moment.May I take a message?
对不起，埃里克森先生现在不在。要我给他捎个口信吗？
⊙I can take a message and make sure she gets back to you when she returns to the office.
我可以带口信并且保证她回到办公室就回复您。
⊙Would you mind spelling your name for me?
您介意拼写一下您的名字吗？
⊙You’re calling about the statistical report, is that correct?
您致电是为了统计报告的事情，对吗？
⊙Is there a number that Ms.Lawson can reach you back at?
有没有一个电话号码可以让劳森女士联系到您？
⊙When would be a good time for Mr.Jenkins to return your call?
詹金斯先生什么时间给您回电话比较合适呢？
⊙Who can I tell her called?
我该跟她说来电人是谁呢？
⊙Mr.Lester, would you please spell your name for me?
莱斯特先生，您能拼写一下您的名字吗？
⊙And what company did you say you were calling from?
您刚才说您是来自哪个公司的？
⊙Your phone number is 808-760-2394，extension 394.Is that correct?
您的号码是808-760-2394，分机号码是394，对吗？
做注明
如果需要越快越好（ASAP=as soon as possible）的回复，就应当在留言中注明。不要把留言随意地扔在他们的办公桌上（just dump it on their desk），而要放在醒目的地方。
⊙Mary Smith from In Touch Magazine called.She said it was urgent and to call her back as soon as possible.
来自《感动》杂志的玛丽·史密斯打过电话。她说事情紧急并要您尽快回电。
⊙Mark in Accounting needs you to return his call ASAP.He says it’s very important that you talk to him before 3 pm today.
财务部的马克要您尽快回电。他说您一定要在今天下午3点之前和他通话。
挂线前要再次确认
用一分钟的时间和来电方确认记录的信息是否准确，拼写是否正确。
⊙Just to confirm.You’re calling about the auditing report, your number is 898-987-6768. You're calling from McKay Inc.and your name is J-U-D-Y, Judy, M-I-L-L-E-R, Miller.Is that correct?
确认一下。您打电话是关于审计报告的事情，您的号码是898-987-6768，您来自麦凯股份有限公司。您的名字是J-U-D-Y，朱蒂；M-I-L-L-E-R，米勒。对吗？
⊙Let me make sure I have this correct.You’re calling from Weifeng Machinery Manufacturing for Ms. Tracy.She can reach you back at 0086-1348287791.Is that correct?
我来确认一下我记录的是否正确。您来自伟峰机械制造，要找特雷西女士，她可以打0086-1348287791联系到您。对吗？
签名
如果你是留言记录者，不妨在纸的下方签上你的名字。如果留言对象有什么疑问，可以来问你。
A：Marcy, did you take this message for me this morning?
B：Nope. It was Tony who took the message for you.Look, his name is right there at the bottom of the message. If you have any questions about it, don't ask me.Ask him！
A：马西，是你早上帮我记的这个留言吗？
B：不是，是托尼帮你留的。你看，在留言的末端有他的签名。如果你有什么问题，别问我，问他！
总结留言信息的准确性直接决定信息的有效性，尤其是关键信息，如回电号码和致电人的姓名。信息有误会直接导致联络失效，延误生意。所以应当给予重视。
Words 单词表cell number手机号码
confirm确认
contact联系方式
contract合同
correct正确的
coworker同事
either或者，也
fine好的
office number办公室号码，公司电话
urgent着急的，紧急的
Phrases 短语表get back to sb给（某人）回电话
good time快乐时光
I'm calling from（place）我自/从（某处）打电话
May I please speak to sb?我能否和（某人）通话？
May I take a message?我可以捎个口信吗？
no big deal没什么大不了的
one more time……再一次……
reach（someone）at找到某人/联系到某人
return a call回电话
return to the office回到办公室
what did you say you were……您刚才说您是……
this is（person）speaking我是……
speak with sb和……通话
实景对话1A：Hello. Thank you for calling McKay Publishing.This is Paula Abernathy speaking. How may I help you?
B：May I please speak to Mr. Erickson?
A：I'm sorry, Mr. Erickson isn't here at the moment.I can take a message and make sure he gets back to you when he returns to the office.
B：Okay.Please tell him that Bernie Mackey called.
A：Mr. Mackey, would you mind spelling your name for me?
B：B-E-R-N-I-E M-A-C-K-E-Y.
A：Good. Thank you.And what company did you say you were calling from?
B：I'm calling from Benson Books.I wanted to speak with Mr.Erickson about the contract he sent to me last week.
A：When would be a good time for Mr. Erickson to return your call?
B：He can call me back before 5 pm today, or call me tomorrow if he doesn't get back before then.
A：What number can Mr. Erickson reach you at?
B：My office number is 880-989-8976. He can call me there.Or my cell phone number is 880-987-8787. Either one is fine.It's not that urgent, though, if he doesn't get back to me today, no big deal.
A：Let me confirm this with you one more time. Your name is Bernie B-E-
R-N-I-E, Mackey M-A-C-K-E-Y, calling from Benson Books. You would like to speak to Mr.Erickson about the contract he sent you last week.You can be reached at 880-989-8976，or you cell phone at 880-987-8787.He can call you before 5 pm today or tomorrow.Is that correct?
A：您好，感谢致电麦凯出版社。我是保拉·阿伯内西。有什么我可以帮您的吗？
B：我可以和埃里克森先生通话吗？
A：对不起，埃里克森先生现在不在。我可以带口信并保证他回到办公室就让他回复您。
B：好的。请告诉他伯尼·麦基给他打过电话。
A：麦基先生，您介意拼写一下您的名字吗？
B：B-E-R-N-I-E M-A-C-K-E-Y.
A：好的，谢谢您。还有您刚才说您是来自哪个公司的？
B：我是本森图书公司的。我想和埃里克森先生谈谈关于上周他发给我的合同的事。
A：埃里克森先生什么时间给您回电话比较合适呢？
B：今天下午5点前都可以，如果他5点之前回不来的话，就明天再打给我。
A：通过哪个号码埃里克森先生可以联系到您？
B：我办公室的电话号码是880-989-8976。他可以打这个，或打我的手机，号码是880-987-8787，哪个都行。不是那么着急，如果他今天没办法回复我，没关系的。
A：我跟您再确认一下。您的名字是伯尼：B-E-R-N-I-E；麦基：M-A-C-K-
E-Y。您来自本森图书公司，您想跟埃里克森先生谈有关他上周发的合同的事情。他可以拨打880-989-8976或您的手机880-987-8787联系到您。他可以在今天下午5点钟之前或者明天打给您。对吗？
实景对话2A：Ms. Tracy's office.This is Tony Martin.Can I help you?
B：Hello.May I please speak to Ms.Tracy?
A：I'm sorry, Ms. Tracy is unavailable at the moment.May I take a message?
B：Yes, I'm calling from Weifeng Machinery Manufacturing. I need to speak with Ms. Tracy about the order she made two weeks ago.
A：Who can I tell her to contact?
B：My name is Danny Lin. She can call me back, or she can also talk to my coworker Jean Zhao.
A：Is there a number that Ms. Tracy can reach you back at?
B：My number is 0086-1348287791. She can also call me at the office， which is 0086-10876342.
A：Let me make sure I have this correct. You're calling from Weifeng Machinery Manufacturing for Ms. Tracy.She can reach you back at0086-1348287791 or 0086-10876342.She can contact you, Danny Lin or Jean Zhao.And you're calling about her order of two weeks ago.Is that correct?
B：Yes.
A：I will see that Ms. Tracy gets the message.
B：Thank you very much.
A：特雷西女士办公室。我是托尼·马丁。有什么可以帮您的？
B：您好，我能和特雷西女士通话吗？
A：对不起，特雷西女士此刻不方便接听电话。我能否带个口信给她？
B：可以，我是伟峰机械制造。我要和特雷西女士谈谈两周前她下的订单。
A：我该告诉她和谁联系呢？
B：我叫丹尼·林。她可以给我回电话，也可以和我的同事吉恩·赵谈。
A：有没有特雷西女士可以联系到您的电话号码？
B：我的电话号码是0086-1348287791。她也可以打我办公室的电话，号码是0086-10876342。
B：我来确认一下我记录的是否正确。您来自伟峰机械制造，要找特雷西女士。
她可以回电到0086-1348287791或者0086-10876342联系到您。她可以找您，丹尼·林，也可以找吉恩·赵。您打电话是想问她两周前的订单。对吗？
B：是的。
A：我会让特雷西女士看到留言的。
B：非常感谢您。
