掌握電話技巧之 留言 Taking Messages

留言　Taking Messages

沒有人能保證24小時不關(guān)手機、8個小時都守在座機旁。而人工留言或語音信箱都能保證你在“第二時間”有效收到這些信息。時間就是金錢?。═ime is money?。┥虅?wù)溝通中，丟掉的可能不只是一個簡單的信息，而是大筆的利潤。如下的注意事項和步驟將幫助你獲取準確且及時的電話留言。

電話留言要素

●致電人的姓名；

●公司名稱；

●致電人的電話號碼和分機號；

●打入電話的日期和時間；

●希望在收到留言后的回應(yīng)（回電話，等候第二次打入電話等）

⊙I’m sorry, Mr.Erickson isn’t here at the moment.May I take a message?

對不起，埃里克森先生現(xiàn)在不在。要我給他捎個口信嗎？

⊙I can take a message and make sure she gets back to you when she returns to the office.

我可以帶口信并且保證她回到辦公室就回復(fù)您。

⊙Would you mind spelling your name for me?

您介意拼寫一下您的名字嗎？

⊙You’re calling about the statistical report, is that correct?

您致電是為了統(tǒng)計報告的事情，對嗎？

⊙Is there a number that Ms.Lawson can reach you back at?

有沒有一個電話號碼可以讓勞森女士聯(lián)系到您？

⊙When would be a good time for Mr.Jenkins to return your call?

詹金斯先生什么時間給您回電話比較合適呢？

⊙Who can I tell her called?

我該跟她說來電人是誰呢？

⊙Mr.Lester, would you please spell your name for me?

萊斯特先生，您能拼寫一下您的名字嗎？

⊙And what company did you say you were calling from?

您剛才說您是來自哪個公司的？

⊙Your phone number is 808-760-2394，extension 394.Is that correct?

您的號碼是808-760-2394，分機號碼是394，對嗎？

做注明

如果需要越快越好（ASAP=as soon as possible）的回復(fù)，就應(yīng)當(dāng)在留言中注明。不要把留言隨意地扔在他們的辦公桌上（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.

來自《感動》雜志的瑪麗·史密斯打過電話。她說事情緊急并要您盡快回電。

⊙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.

財務(wù)部的馬克要您盡快回電。他說您一定要在今天下午3點之前和他通話。

掛線前要再次確認

用一分鐘的時間和來電方確認記錄的信息是否準確，拼寫是否正確。

⊙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?

確認一下。您打電話是關(guān)于審計報告的事情，您的號碼是898-987-6768，您來自麥凱股份有限公司。您的名字是J-U-D-Y，朱蒂；M-I-L-L-E-R，米勒。對嗎？

⊙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?

我來確認一下我記錄的是否正確。您來自偉峰機械制造，要找特雷西女士，她可以打0086-1348287791聯(lián)系到您。對嗎？

簽名

如果你是留言記錄者，不妨在紙的下方簽上你的名字。如果留言對象有什么疑問，可以來問你。

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：馬西，是你早上幫我記的這個留言嗎？

B：不是，是托尼幫你留的。你看，在留言的末端有他的簽名。如果你有什么問題，別問我，問他！

總結(jié)

留言信息的準確性直接決定信息的有效性，尤其是關(guān)鍵信息，如回電號碼和致電人的姓名。信息有誤會直接導(dǎo)致聯(lián)絡(luò)失效，延誤生意。所以應(yīng)當(dāng)給予重視。

Words　單詞表

cell number手機號碼

confirm確認

contact聯(lián)系方式

contract合同

correct正確的

coworker同事

either或者，也

fine好的

office number辦公室號碼，公司電話

urgent著急的，緊急的

Phrases　短語表

get back to sb給（某人）回電話

good time快樂時光

I'm calling from（place）我自/從（某處）打電話

May I please speak to sb?我能否和（某人）通話？

May I take a message?我可以捎個口信嗎？

no big deal沒什么大不了的

one more time……再一次……

reach（someone）at找到某人/聯(lián)系到某人

return a call回電話

return to the office回到辦公室

what did you say you were……您剛才說您是……

this is（person）speaking我是……

speak with sb和……通話

實景對話1

A：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，感謝致電麥凱出版社。我是保拉·阿伯內(nèi)西。有什么我可以幫您的嗎？

B：我可以和埃里克森先生通話嗎？

A：對不起，埃里克森先生現(xiàn)在不在。我可以帶口信并保證他回到辦公室就讓他回復(fù)您。

B：好的。請告訴他伯尼·麥基給他打過電話。

A：麥基先生，您介意拼寫一下您的名字嗎？

B：B-E-R-N-I-E M-A-C-K-E-Y.

A：好的，謝謝您。還有您剛才說您是來自哪個公司的？

B：我是本森圖書公司的。我想和埃里克森先生談?wù)勱P(guān)于上周他發(fā)給我的合同的事。

A：埃里克森先生什么時間給您回電話比較合適呢？

B：今天下午5點前都可以，如果他5點之前回不來的話，就明天再打給我。

A：通過哪個號碼埃里克森先生可以聯(lián)系到您？

B：我辦公室的電話號碼是880-989-8976。他可以打這個，或打我的手機，號碼是880-987-8787，哪個都行。不是那么著急，如果他今天沒辦法回復(fù)我，沒關(guān)系的。

A：我跟您再確認一下。您的名字是伯尼：B-E-R-N-I-E；麥基：M-A-C-K-

E-Y。您來自本森圖書公司，您想跟埃里克森先生談有關(guān)他上周發(fā)的合同的事情。他可以撥打880-989-8976或您的手機880-987-8787聯(lián)系到您。他可以在今天下午5點鐘之前或者明天打給您。對嗎？

實景對話2

A：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：特雷西女士辦公室。我是托尼·馬丁。有什么可以幫您的？

B：您好，我能和特雷西女士通話嗎？

A：對不起，特雷西女士此刻不方便接聽電話。我能否帶個口信給她？

B：可以，我是偉峰機械制造。我要和特雷西女士談?wù)剝芍芮八碌挠唵巍?

A：我該告訴她和誰聯(lián)系呢？

B：我叫丹尼·林。她可以給我回電話，也可以和我的同事吉恩·趙談。

A：有沒有特雷西女士可以聯(lián)系到您的電話號碼？

B：我的電話號碼是0086-1348287791。她也可以打我辦公室的電話，號碼是0086-10876342。

B：我來確認一下我記錄的是否正確。您來自偉峰機械制造，要找特雷西女士。

她可以回電到0086-1348287791或者0086-10876342聯(lián)系到您。她可以找您，丹尼·林，也可以找吉恩·趙。您打電話是想問她兩周前的訂單。對嗎？

B：是的。

A：我會讓特雷西女士看到留言的。

B：非常感謝您。