国际商务师业务外语辅导:商务电话的用语

来源:来源于网络发布时间:2010-04-29

 英:
  ● (Receptionist/Assistant))
  ► (Caller)
  Guidelines for external calls to the company receptionist
  ● Use a positive salutation.
  (example: Good morning,)
  ● Identify your company and yourself.
  (example: ABC Incorporated, Marie speaking.)
  ● Give a standard offer of service.
  (example: May I help you?)
  ► Wait for the caller to identify herself/himself and to state
  her/his purpose.
  (example: Hi, this is Sarah. I’d like to talk to Mr. Long)
  ● Give an appropriate response.
  (example: Just a moment, please. I’ll transfer your call)
  Guidelines for external calls to an administrative assistant
  ● Use a positive salutation.
  (example: Good morning,)
  ● Identify your superior and yourself.
  (example: Mr. Long’s office, Helen speaking.)
  ► Wait for the caller to identify herself/himself and to state
  her/his purpose.
  (example: Good morning, Helen. This is Sarah. Can I
  speak to Mr. Long, he’s expecting my call?)
  ● Give an appropriate response.
  (example: Just a moment, please, while I put you
  through.)
  Guidelines for internal calls to a departmental secretary/receptionist
  ● Use a positive salutation.
  (example: Good morning,)
  ● Identify your department and yourself.
  (example: Marketing Dept. This is Lucy.)
  ► Wait for the caller to identify herself/himself and to state
  her/his purpose.
  (example: Hi, Lucy. How are you doing? Is Jack around?)
  ● Give an appropriate response.
  (example: Sorry, he just stepped out.)
  ► Possible return response.
  (example: OK, I’ll call back later.)
  中:
  ● (接待员/助手)
  ► (打电话者)
  公司接待员接听外部电话的原则
  ● 用积极的问候语。
  (例: 早上好)
  ● 表明公司和你的身份。
  (例: ABC有限公司,我叫Marie。)
  ● 使用标准的服务客套话。
  (例: May I help you?(我能为您做点什么?)
  ► 等侯对方说出其身份和来电话的目的。
  (例: 早上好,Helen。我是sarah, 请Long先生接
  听电话。)
  ● 给一个恰当的回答。
  (例: 等一下,我把电话转过去。)
  公司行政助理接听外部电话的原则
  ● 用积极的问候语。
  (例: 早上好)
  ● 表明你的上级和你的身份。
  (例: Long先生的办公室,我是Helen。)
  ● 等侯来电话者表明他的身份和目的。
  (例: 早上好Helen,我是Sarah。我能和Long先
  生说话吗?她在等我的电话。)
  ● 给一个恰当的回答。
  (例: 稍等,我帮你接通。)
  部门秘书或接待员接听内部电话的原则
  ● 用积极的问候语。
  (例: 早上好)
  ● 表明你所在部门和你自己的身份。
  (例: 销售部。 我是Lucy。)
  ► 等侯对方说出其身份和来电话的目的。
  (例: 你好,Lucy。你怎么样?Jack在吗?)
  ● 给一个恰当的回答。
  (例: 对不起,他刚出去。)
  ● 可能得到的回答。
  (例: 好的,我过会儿再打来吧。)