電話應(yīng)對(duì)用語專業(yè)培訓(xùn)

1、電話應(yīng)對(duì)用語交待受話者不能接聽的原因受話者外出不好意思，陳先生現(xiàn)在不在公司，他大概四點(diǎn)鐘會(huì)回來。Im sorry, Mr.Chen is not in/out now. Hell come back around four oclock. 受話者正在接電話不好意思，正在講電話。Im sorry, Mr. Chens line is engaged/busy.Im sorry, Mr. Chen is on another line now.受話者正在接待客人不好意思，陳先生正在會(huì)見客人。Im sorry, Mr. Chen is meeting some guests.受話者正在開會(huì)不好意思，

2、陳先生正在開會(huì)。Im sorry, Mr. Chen is in a meeting/conference now.受話者不在桌位不好意思，陳先生不在他的桌位上。Im sorry, Mr. Chen is now at his desk/away from his desk now.不好意思，陳先生不在辦公室，他在賣場。Im sorry, Mr. Chen is not in the office, he is somewhere in the salesfloor.受話者沒空不好意思，陳先生正在忙。Im sorry, Mr. Chen is tied up/busy at the momen

3、t.受話者正在出差不好意思，陳先生去外地出差了，下星期一才會(huì)回來。Im sorry, Mr. Chen is on a business trip.Hell come back next Momday.受話者正在休假不好意思，陳先生今天放假。Im sorry, Mr. Chens got day off today.受話者已經(jīng)辭職不好意思，陳先生已經(jīng)辭職了。Im sorry, Mr. Chen has quit already.電話系統(tǒng)故障不好意思，我們的電話系統(tǒng)有故障。Im sorry, we seem to have a poor connection.處理不能接聽的情況請來電者稍等麻煩你

4、等等,電話一通立即幫您接線.A moment please. Ill connect for you when the line is available.請來電者再打來請您遲些再打過來.Could you call again later?請您三點(diǎn)以后再打回來Could you call him back after three oclock?接線給其他人請等一等,我?guī)湍雨愊壬浇碾娫?A moment please. Ill try to put you through to other extension.請問要不要同部門的其他同事聽呢?Would you like to talk

5、to someone else in the same department?請問要不要同黃先生講呢?Would you like to speak with Mr. Huang.留口訊請您留下姓名、公司名和電話號(hào)碼，我讓陳先生給您去電話。May I have your name. Company name and telephone. Ill have Mr. Chen call you back later.方不方便留下口訊呢?Would you mind leaving a message?請問貴姓?請問怎樣寫呢?May I ask who is calling? Could you s

6、pell the name, please?聽不清楚來者的話對(duì)不起,.我聽不太清楚,麻煩您再重復(fù)一次。Would you mind repeating it?日常電話應(yīng)對(duì)一、 接電話時(shí)1、有禮的招呼（12：00前）早上好，樂富隆超市/_部門。 Good Morning, LIFELONG/_Dept. May I help you? (12：00后) 中午好，樂富隆超市/_部門。Good Afternoon, LIFELONG/_Dept. May I help you? （6：00后） 晚上好，樂富隆超市/_部門。Good Evening, LIFELONG/_Dept. May I hel

7、p you?2、給予回應(yīng)（例如） 是。 Yes我明白。 I see不用客氣。 Youre welecome.3、接線前麻煩您等等。 Just a moment, please.二、 線路不通時(shí)對(duì)不起，先生/小姐，現(xiàn)在線路不通，方不方便留個(gè)口訊或者_(dá)時(shí)間再打來呢？Im sorry, The line is engaged. Would you like to leave a message or call again?遇緊急事件麻煩您等等，電話一通就替您接上。A moment please. Ill connect for you when the line is available.請等一等，

8、我替您接_先生/小姐附近的電話。A moment Please, Ill try to put you through to the other extension.方不方便留個(gè)口訊呢？我盡快替您轉(zhuǎn)達(dá)給行_先生/小姐。Would you mind leaving a massage,_Sir/Madam? Ill inform Mr/Ms_as soon as possible.三、 當(dāng)沒有人接電話時(shí)不好意思，_先生/小姐的電話沒人聽，方不方便留下口訊呢？Im sorry, No one answers from Mr/Ms_s office. Would you mind leaving a

9、 message?不好意思，_先生/小姐不在，方不方便留下口訊呢？Im sorry, Mr/Ms_is not in. Would you mind leaving a message?四、 記錄口訊時(shí)，必須正確無誤麻煩您留下姓名、公司名和電話，我可以替您轉(zhuǎn)達(dá)給_先生/小姐。Would you mind repeating it. Sir/Madame?當(dāng)有疑問時(shí)對(duì)不起，我聽得不太清楚，可以麻煩您重復(fù)一次嗎？Would you mind repeating it, Sir/Madame? Could you spell the name, please?處理電話投訴的基本原則1) 誠懇的道歉；2) 細(xì)心聆聽，表示重視；3) 收集詳細(xì)資料及事件經(jīng)過，并做清楚記錄；4)