掌握電話技巧之 讓對方等候 Placing the Caller on Hold

讓對方等候　Placing the Caller on Hold

讓致電方等候為其轉(zhuǎn)接電話，是商務(wù)電話中習(xí)以為常（second nature）的內(nèi)容。彬彬有禮并提供快捷有效的轉(zhuǎn)接，讓對方領(lǐng)略公司的優(yōu)良服務(wù)。

先要說明一個讓對方等候的理由，然后以詢問的方式讓對方稍等。

⊙Thank you for calling Medford Insurance, this is Marcie Stevens.

Would you please hold?

感謝致電梅德福保險，我是瑪茜·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?

對不起，我需要接聽一個別的電話。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?

讓我查一下電腦里的數(shù)據(jù)庫。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?

我要看一下約翰遜先生是否方便接聽您的電話。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.

現(xiàn)在我們的線路比往常繁忙。我得請您稍等幾分鐘。

尊重來電者的意見

一定要詢問來電方（caller）是否愿意其電話被掛起，或者是否愿意隨后再打（call back）。避免使用生硬詞語（abrupt phrase），要讓來電方知道可能要等多長時間。

⊙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?

塞繆爾斯先生此刻正在會見一個客戶。您愿意在他的語音信箱中留言嗎？或者將您的電話掛起？

⊙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?？赡艿玫纫粫?。您別掛，或者一會兒我給您回過去？

⊙I will transfer you over to Mr.Griggs’line.Please hold for just a moment.

我將把您（的電話）轉(zhuǎn)接給格里格斯先生。請您稍等。

⊙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?

現(xiàn)在是電話線路使用的高峰時段，我得讓您稍等幾分鐘。您是否愿意留下您的姓名和號碼，我一會兒給您回過去？

繼續(xù)等待

如果來電方同意電話暫被掛起，在過了你所說的掛起時間后，一定要重新接通（return to the line），并詢問是否愿意再等。

⊙Hello?Mr.O’Brian has still not returned to the office.Would you like to continue to hold for him?

您好！奧布賴恩先生還沒有回到辦公室，您是否愿意繼續(xù)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？

劉易斯女士還在會見客戶，您是否愿意繼續(xù)等待？還是幫您轉(zhuǎn)到她的語音信箱？

⊙Mr.Kline is still on the other line.Did you want to continue holding?

克蘭先生還在接別的電話。您要繼續(xù)等嗎？

確認(rèn)回復(fù)

在來電被掛起后，應(yīng)及時回復(fù)確認(rèn)進(jìn)展，別長時間地掛起（hang there）。大約每隔30秒鐘應(yīng)該告知對方接通的近況。

⊙I am still looking through the information.Can you please hold for a fewmore minutes?

我還在瀏覽信息。您能再等幾分鐘嗎？

⊙I will be with you shortly, please continue to hold.

我會盡快，但是請您稍等一下。

⊙I need to check on a few more items.Can you please continue holding for a moment?

我需要查看更多的項目，您是否可以再等一會兒？

總結(jié)

現(xiàn)代都市生活節(jié)奏飛快的標(biāo)志之一就是來電的應(yīng)接不暇，或者去電被掛起許久都得不到答復(fù)確認(rèn)。掌握禮貌用語或技巧可以使等待的焦急得以平息，忙碌的壓力得以舒緩。

Words　單詞表

agent代理；經(jīng)紀(jì)人

budget report預(yù)算報告

database數(shù)據(jù)庫

experience體驗，感受

figure數(shù)據(jù)，數(shù)字

file cabinet文件柜，文件箱

insurance保險

item項目

matter事情

momentarily即刻，瞬間

originally本來，原來

policy政策，方針

prefer更喜歡，寧愿

Sir先生

specific具體的；明確的

transfer轉(zhuǎn)移，轉(zhuǎn)送

voice mail語音信箱

Phrases　短語表

at the moment此刻

call sb back回電話給（某人）

call volume通話量

can I help you我能幫您嗎

check on（sth）檢查（某事）

didn't think so本來就不這樣認(rèn)為

direct（a call）直撥（電話）

final numbers最終數(shù)據(jù)

for a moment片刻，一會兒

give sb a run over（of sth）允許某人充分使用（某物），獲準(zhǔn)充分使用（某物）

give me a holler喊我一聲/叫我一聲

have（figures/numbers）in已有/存有（數(shù)據(jù)/數(shù)字）

I think I'll我想我會

I was wondering if……我想知道如果……

leave a message（on voice mail）留言（通過語音信箱）

put sb on hold讓某人候聽

sorry about that對此深表歉意

speak to sb about……和某人談有關(guān)……

take a look看一下

take your time慢慢來，不必著急

with a client和客戶在一起

Would you mind（doing sth）您是否介意……

You mean……您的意思是……

實景對話1

A：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：感謝致電梅德福保險，我是瑪茜·史蒂文斯。您能否稍等片刻？

B：嗯，好的。

A：謝謝。（暫時掛起對方電話）

A：不好意思，先生?，F(xiàn)在是電話線路使用的高峰時段。有什么可以為您效勞的？

B：我叫比爾·史密斯。我打電話要了解保險政策的具體信息。我有幾個問題……

A：對不起，我需要接聽另外一個線上的電話。您是否介意稍等片刻？

B：嗯，好吧……

A：謝謝您。（暫時掛起對方電話）

A：您好，先生。感謝您的等候。您是說對政策有些疑問，對嗎？我可以把您的電話轉(zhuǎn)給我們的經(jīng)紀(jì)人……

B：事實上，我是想和塞繆爾斯先生通話的。我一直就是和他談這個事情的。

A：我要看一下塞繆爾斯先生是否方便接聽您的電話，您能否稍等一下？

B：好的。

A：（暫時掛起對方電話）您好，塞繆爾斯先生在座位上嗎？

C：他正在會見一個客人?？赡苓€需要幾分鐘。

A：好的，謝謝您。（轉(zhuǎn)回在線來電）塞繆爾斯先生此刻正在會見一個客戶。您愿意在他的語言信箱中留言嗎？或者您再稍等一會兒？

B：那……我留言吧。

A：好的，請稍等，我?guī)湍D(zhuǎn)到塞繆爾斯先生的語音信箱。

實景對話2

A：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，鉆石國際集團(tuán)。我是蘇尼·洪。您要接哪里？

B：您好，格里格斯先生有空嗎？

A：我這就把您的電話轉(zhuǎn)接給格里格斯先生，請您稍等。

B：好的，謝謝。

C：您好。我是財務(wù)部的鮑勃·格里格斯。有什么可以幫您的？

B：嗨，鮑勃，我是拉里。我想知道我能用一下最新預(yù)算報告的最終數(shù)據(jù)嗎？

C：您是說8月份的嗎？

B：是的。您還沒有9月份的數(shù)據(jù)，對吧？

C：是的，還沒有。

B：我想也是（沒有）。那能幫我看一下8月份的嗎？

C：沒問題。讓我查一下電腦里的數(shù)據(jù)庫。您可不可以稍等片刻？（掛起對方電話，一分鐘后）我還在瀏覽信息。您能再等幾分鐘嗎？

B：當(dāng)然，不著急。

C：謝謝。（掛起對方電話，兩分鐘以后）我需要查看更多的項目，您是否可以再等一會兒？

B：好的。

C：我會盡快的，但是請您稍等一下。（掛起對方電話，一分鐘后）在電腦數(shù)據(jù)庫中，我沒有找到8月份的預(yù)算報告。我得在我的文件柜里找一下您要的信息?？赡艿玫纫粫?。您別掛，或者一會兒我給您回過去？

B：別著急，都行。要不您再看看，找到的時候喊我一聲，不著急的。