让对方等候 Plac坡纠课柩ing the Caller on Hold
让致电方等候为其转接电话,是商务炼蓄晦擀电话中习以为常(second nature)的内容。彬彬有礼并提供快捷有效地转接,让对方领略公司的优良服务。
先要说明一个让对方等候的理由,然后以询问的方式让对方稍等。
⊙ Thank you for calling Medford Insurance, this is Marcie Stevens. Would you please hold?
感谢致电Medford保险,我是Marcie Stevens。您能否稍等片刻?
⊙ I'm sorry, I need to answer the other line. Would you mind holding momentarily?
对不起,我需要接听别的线路的电话。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?
让我查一下电脑里的数据库。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Johnson先生是否方便接听您的电话。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.
现在我们的线路比往常繁忙。我得把您的电话挂起几分钟。
尊重来电者的意见
一定要询问来电方(caller)是否愿意其电话被挂起,或者是否愿意随后再打(be called back)。避免使用生硬词语(abrupt phrase),要让来电方知道可能要等多长时间。
⊙ 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?
Samuels先生此刻正在会见一个客户。您愿意在他的语音信箱中留言吗?或者我可以将您的电话挂起吗?
⊙ 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。可能得等一会儿。您能等一等或一会儿我给您回过去?
⊙ I will transfer you over to Mr. Griggs' line. Please hold for just a moment.
我将把您(的电话)转到Griggs先生的线上。请您稍等。
⊙ 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?
现在是电话线路使用的高峰时段,我得把您的电话挂起几分钟。您是否愿意留下您的姓名和号码,我一会儿给您回过去?
继续等待
如果来电方同意电话暂被挂起,在过了你所说的挂起时间后,一定要重新接通(return to the line),并询问是否愿意再等。
⊙ Hello? Mr. O'Brian has still not returned to the office. Would you like to continue to hold for him?
您好?O'Brian先生还没有回到办公室,您是否愿意继续等他?
⊙ Ms. Lewis is still with a client. Did you want to keep holding for her? Or I can transfer you to her voice mail?
Lewis女士还在会见客户,您是否愿意继续等待?或者我可以帮您转到她的语音信箱吗?
⊙ Mr. Kline is still on the other line. Did you want to continue holding?
Kline先生还在别的线上。您要继续等吗?
确认回复
在来电被挂起后,应及时回复确认进展,别长时间的挂起(hang there)。大约每隔30秒钟应该告知对方接通的近况。
⊙ I am still looking through the information. Can you please hold for a few more minutes?
我还在浏览信息。您能再等几分钟吗?
⊙ I will be with you shortly, please continue to hold.
我会尽快,但是请您稍等一下。
⊙ I need to check on a few more items. Can you please continue holding for a moment?
我需要查看更多的项目,您是否可以再等一会儿?
实景对话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:感谢致电Medford保险,我是Marcie Stevens。您能否稍等片刻?
B:嗯,好的。
A:谢谢。(暂时挂起对方电话)
A:不好意思,先生。现在是电话线路使用的高峰时段。有什么可以为您效劳的?
B:是的,我叫Bill Smith。我打电话要了解关于具体的一揽子保险政策。我有几个问题……
A:对不起,我需要接听另外一个线上的电话。您是否介意稍等片刻?
B:嗯,可以吧……
A:谢谢您。(暂时挂起对方电话)
A:你好,先生。感谢您的等候。您是说对政策有些问题,对吗?我可以把您的电话转给我们的经纪人……
B:事实上,我是想和Samuels先生通话的。我起初就是和他谈这个事情的。
A:我要看一下Samuels先生是否方便接听您的电话,您能否稍等一下?
B:好的。
A:(暂时挂起对方电话)您好,Samuels先生在座位上吗?
C:他正在会见一个客人。可能还需要几分钟。
A:好的,谢谢您。(转回在线来电)Samuels先生此刻正在会见一个客户。您愿意在他的语言信箱中留言吗?或者我将您的电话挂起?
B:那……我想我留言吧。
A:好的,请稍等,我帮您转到Samuels先生的语音信箱。
实景对话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,钻石国际集团。我是Sunny洪。您要接哪里?
B:您好,Griggs先生有空吗?
A:我这就把您的电话转到Griggs先生的线上,请您稍等。
B:好的,谢谢。
C:您好。我是财务部的Bob Griggs。有什么可以帮您的?
B:嗨, Bob,我是Larry。我想知道我能用一下最新预算报告的最终数据吗?
C:您是说八月份的吗?
B:是的。您还没有九月份的数据,对吧?
C:是的,还没有。
B:我想也是(没有)。那能帮我看一下八月份的吗?
C:没问题。让我查一下电脑里的数据库。你可不可以稍等片刻?(挂起对方电话)。(一分钟后)我还在浏览信息。您能再等几分钟吗?
B:当然,不着急。
C:谢谢。(挂起对方电话)。(两分钟以后)我需要查看更多的项目,您是否可以再等一会儿?
B:好的。
C:我会尽快的,但是请您稍等一下。(挂起对方电话)。(一分钟后)在电脑数据库中,我没有找到八月份的预算报告。我得在我的文件柜里找一下您要的信息。可能得等一会儿。你能等一等或者一会儿我给您回过去?
B:别着急,都行。要不你左右再看看,找到的时候喊我一声,不着急的。