uint3职场英语textA原文及翻译

1、精选优质文档-倾情为你奉上How to Answer a Phone Call Telephone Etiquette for the Called Party Telephone calls are often the first point of contact a customer or client will have with a company, so it is very important that you make a good impression when youre answering the phone. Obviously in specific telephone

2、 related jobs such as sales, customer service and marketing, youre going to need to adopt different styles and techniques in order to be successful, such as being able to handle difficult complaint calls or being persuasive enough to encourage people to buy a product or service from your company. Bu

3、t in general terms, even if you only answer the phone as a routine matter, of course as part of your overall duties, there are guidelines and etiquette to be followed.电话通常是客户或客户与公司的第一个联系方式，所以在接电话时留下好印象是非常重要的。显然在特定的电话销售等相关工作,客户服务和营销,你需要采取不同的风格和技术为了成功,如能够处理困难的投诉电话或不够有说服力的鼓励人们从你的公司购买产品或服务。但总的来说，即使你只是例行

4、公事地接电话，当然也是作为你整体职责的一部分，你也要遵循一些指导方针和礼仪。Be Prompt Whenever PossibleUnless you are working in a busy call center or on a switchboard, be as prompt as possible in answering the phone. Potential clients and many customers lead busy lives and if you let the phone ring too long before answering, they might

5、 have already hung up and taken their business elsewhere.除非你是在一个繁忙的呼叫中心或电话总机工作，在接电话时要尽可能迅速。潜在的客户和许多客户过着忙碌的生活，如果你在接电话前让电话响得太久，他们可能已经挂断电话，把生意转到别的地方去了。Greetings and MoodFirstly, we all have off days when we feel the world is against us or were simply too busy or do not feel in the mood for work or we m

6、ight even feel a little under the weather. Whilst all these things can happen to us from time to time, the last thing a caller needs to hear on the other end of the phone is a sullen voice which gives off the impression that you cant be bothered talking. So, its important to be upbeat and positive w

7、hen answering the phone. Smiling before you pick up the phone often helps in this regard. Always greet the caller according to the time of day and identify yourself with either a first name or first name and surname, unless your company has a strict "no name policy, and the company name followe

8、d by establishing the reason for the call. An example might be, Good morning, Washington Tyres, Paul speaking. How can I help you?首先，我们都有不开心的时候，我们觉得世界对我们不利，或者只是太忙，或者没有心情工作，或者我们甚至可能觉得有点不舒服。虽然这些事情有时会发生在我们身上，但打电话的人最不应该听到的是手机另一端的沉闷的声音，给人的印象是你根本不想说话。所以，在接电话的时候保持乐观和积极是很重要的。在拿起电话之前微笑通常会在这方面有所帮助。一定要按照每天的时间问

9、候对方，并表明你的姓名或姓名和姓氏，除非你的公司有严格的“无姓名政策”，公司名称后面还要加上电话的原因。例如，早上好，我是华盛顿轮胎公司的保罗。我能帮你什么忙吗? Be PreparedYou never know how simple or complex the nature of call might be so its important that youre prepared and know to handle the call. If youre working on a busy switchboard, youll need to understand how to tran

10、sfer calls internally and you should also keep a pen and pad handy so you can jot down details of the call as the caller may need you to take certain action on their behalf so its important that this is conveyed accurately. Information you could be looking to gather might include the caller's na

11、me, company name (if applicable), time and date of call, reason for call and their contact details.你永远不知道调用的本质有多简单或复杂，所以你要做好准备，知道如何处理调用。如果你工作在一个繁忙的总机,您需要了解如何调用内部转移,你也应该保持一个笔记本和笔方便的所以你可以记下细节调用者的调用可能需要你采取某些行动代表他们是很重要的,这是准确传达。您可能希望收集的信息可能包括呼叫者的姓名、公司名称(如果适用)、通话时间和日期、通话原因和他们的联系方式。 Putting Callers on Hold

12、People hate being put on hold, although most of them do understand that it is sometimes inevitable. If you need to place a caller on hold for any reason, firstly tell them why and ask them if they object to being placed on hold. If they agree it is OK, and you find that you're still going to be

13、delayed in getting them the information they need or being put through to the right person because theyre busy, you should go back to the caller every minute or so, explain that youre still trying to put them through to "X" or get the information they need and ask them if they would still

14、like to be put back on hold. And, you should repeat this every minute until either you can resolve the situation or they decide to try again another time. When you must put the telephone down during the conversation, do it gently, and when you hang up, do it gently. DO NOT SLAM THE RECEIVER DOWN. Th

15、e person at the other end may still have the phone close to his ear, and then a sudden sharp bang can be hurtful as well as rude.人们讨厌被搁置，尽管他们中的大多数人都明白这有时是不可避免的。如果你因为任何原因需要让一个打电话的人等待，首先告诉他们为什么，并问他们是否反对等待。如果他们同意就可以了,你会发现你仍然会被推迟让他们他们需要的信息或通过合适的人,因为他们很忙,你应该返回给调用者每一分钟左右,说明你还试图通过“X”或让他们得到他们需要的信息,问他们是否仍然喜欢

16、被搁置了。你应该每一分钟重复这句话，直到你可以解决这个问题，或者他们决定下次再来。当你在谈话中必须放下电话时，温柔地放，当你挂断电话时，温柔地接。不要把话筒摔下来。另一端的人可能仍然把手机放在耳朵旁边，然后突然的巨响既粗鲁又伤人。 Ending the CallBefore ending the call, you should always try to recap what youve discussed, if appropriate, and ask the caller if there is anything else you can help them with before s

17、aying goodbye and hanging up. Its also a good practice to let the caller hang up before you do.在结束电话之前，如果合适的话，你应该试着重述一下你所讨论的内容，然后在说再见和挂断电话之前，问一下打电话的人是否还有什么你可以帮助他们的地方。让打电话的人先挂断电话也是一种很好的做法。 Passing on Messages to ColleaguesIf youve been asked to pass a message on to a work colleague, always do so as s

18、oon as possible. The longer you leave it, the more likely you will either forget to do so or youll pass on incorrect details of the call.如果你被要求向同事传递信息，一定要尽快传递。你离开的时间越长，你就越有可能忘记这么做，或者你会传递错误的通话细节。 Other Useful TipsNever chew gum or be eating when youre answering the phone. It sounds extremely unprofessional to the person at the other end of the line. Speak slightly more slowly on the phone than you would if you were having a general face-to-face conversation. Important details can get overlooked if you speak too quickly and it