掌握电话技巧之 转接电话 Transferring Calls

转接电话　Transferring Calls

没有人能保证每个电话都能接到要找的呼叫对象，也很难保证不错过接听电话。如果有人转接，这两种情况都可以避免。电话可能转接到要找的人，也可能接到相关的同事，或者语音信箱。

礼貌

无论转电话或者将来电临时挂起，都要以礼相待（courtesy）。在转电话之前先要问：“您是否愿意我帮您转到（like to be transferred）……?”

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

对不起，加西亚先生现在不在。要我把您的电话转到他的语音信箱吗？

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

我把您的电话转给客户服务部，请稍候。

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

克里女士现在方便接听您的电话，我可以把您的电话转到她的专线。

⊙Let me transfer you now.

我现在就帮您转。

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

如果您愿意，我可以把电话转给一个技术人员。

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

塞缪尔斯先生正在接听别的电话。您愿意稍等一下吗？或者我帮您转到他的语音信箱？

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

我可以把您的电话转到结算部吗？

⊙Can I transfer you?

我能转您的电话吗？

提供号码

如果来电者同意转电话，你要告诉他那个相应的电话号码，以防（in case）电话被转后没有接通，也可以为来电者的下次来电提供直拨号码。

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

我现在可以把您的电话转到斯特普尔女士的办公桌那里，她的分机号码是880。

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

我现在把您的电话转到杰弗里先生那里。他的号码是8876-8766。

要等线路转接成功后再挂断。

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

B：Thank you！

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

A：我马上把您的电话转到贾弗里先生那里。

B：谢谢您。

C：您好，（我是）吉姆·贾弗里。（A挂断电话）

再转电话

如果一个电话被转遍整个公司还没有找到合适的人，你不妨记下来电者的姓名和号码，在找到合适人选（appropriate person）后再回电话给他。

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：我可以把您的电话转给结算部。

B：我最开始打给了结算部，他们把我的电话转给了会计部，会计部又把我的电话转给了财务部，财务部又把电话转给了你。你们就没有人可以帮我吗？

A：对于您的烦恼，我深表歉意。让我记录下您的联系信息，更多地了解一下您的情况。我会找到帮助您的最佳人选，并让他回电话给您。

总结

在现代社会，信息就是商机，错过一个电话导致错失一次挣钱机会的例子屡见不鲜，转接电话能避免这种情况。在转电话的过程中要有耐心，且保持礼貌，充分理解来电者的意愿，做到转接准确。没有人愿意像皮球一样被踢来踢去。

Words　单词表

accounting会计，财务

already已经

amount数量，数额

billing账单

customer service客户服务

department部门

extension扩展；延期

pay支付

product产品

service服务

situation情况，状况

specification规格，规范

still仍然

technician技术人员，技师

Phrases　短语表

be interested in对……感兴趣

best person to help最合适实施帮助的人

call（sb）back给（某人）回电话

contact information联系方式信息

direct a call直接通话

hang up挂断

have（sb do sth）让（某人做某事）

have a problem with（sth）在（某事上）有问题

have a question about（sth）对于（某事）有疑问/问题

if you like如果你愿意，如果你喜欢

in particular特别是，尤其是

Is that alright?还好吗？

private line专线

reach sb联系到（某人），找到（某人）

receive a bill收到账单

should be able to应该能够/应该可以

some kind of某种

take（sb's）contact information得到（某人）的联系信息

you guys各位，你们

实景对话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，普拉特广播公司。我是梅西·戈登。您要接哪里？

B：啊，我从贵公司收到的一份账单……

A：您愿意我把您的电话转到结算部吗？

B：我想可以……

A：请稍等，我帮您转。

C：结算部，我是玛吉。（A挂断电话）

B：您好，是关于我收到的一份账单。我已经付过款了，可你们又给我发了一份账单。

C：我们无法回答任何已支付的账单的问题。我把您的电话转给财会部，可以吗？他们应该可以帮到您。

B：好的。

D：您好，我是财会部的帕蒂。（C挂断电话）

B：我想问一份账单，这份账单，我已经付过了，可你们又发了一份给我。你们的服务是不是有什么问题……

D：关于服务的问题，您应该和客户服务部谈。请稍等，我把您的电话转到客户服务部。

B：但是……

E：客户服务部。我是玛丽。有什么可以帮助您的吗？

B：是的。我有一个问题是关于我的账单……

E：我可以把您的电话转给结算部。

B：我最开始打给了结算部，他们把我的电话转给财会部，财会部又把我的电话转给了你，你们就没有人可以帮我吗？

E：先生，对于您的烦恼，我深表歉意。让我记下您的联系信息，更多地了解一下您的情况。我会找到帮助您的最佳人选，并让他回电话给您。

实景对话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：麦加登电子，我是亚萍。有什么可以帮您的吗？

B：张先生方便接电话吗？

A：您是想找张小平先生吗？对不起，张先生现在不在。要我把您的电话转到他的语音信箱吗？

B：我本来想和张先生谈的，但是，也许你们别的什么人也可以帮助我。我是想问些有关你们产品规格的一些情况……

A：如果您愿意，我可以把电话转给技术人员。

B：那太好了！谢谢您。

A：韩小姐是我们的技术人员之一，她现在方便接听您的电话。我可以把您的电话转到她的专线。

B：您能否告诉我她的号码？这样我下次可以直接联系她。

A：好的。她的分机号是880。我现在就帮您转。

C：技术部，我是琳达·韩。（A挂断电话）

B：您好，琳达。我是贾弗里·吴。我想咨询一下你们有关产品的规格。他们说您可以帮助我。

C：是的。您对哪些产品感兴趣呢？