首部曲:正式电话英文 step by step
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).
可以请帮我转接给(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「表明身分之后」,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
表明身分:
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?
要求更多讯息、资讯时
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____?
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,例如: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?
你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要点就可以啰。
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。
无法满足来电者需求时的回答
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,您可以等会在回播吗?
通话中遇到沟通问题
有时候因为环境吵杂或是通讯品质不佳,通话中可能会有听不清楚的情形,你可以用以下应对方式来处理:
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 / 不好意思可以请你讲大声一点吗? / 你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,你能再重复一次句子吗?
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?
你想要留个言吗? / 请问我可以记下你的名字和电话号码吗?
留讯息时遇到需要问清楚的资讯,可以直接表达:
Could you spell that for me please? / Would you like (name) to call you back?
不好意思请问可以请你拼出那个字吗? / 你希望___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?