uint3职场英语textA原文及翻译

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2024年4月1日发(作者：)

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 you’re answering the

phone. Obviously in specific telephone related

jobs such as sales, customer service and

marketing, you’re 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. But 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.

Be Prompt Whenever Possible

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。

Unless 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 have already hung up and taken their

business elsewhere.

Greetings and Mood

Firstly, 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 might

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 can’t

be bothered talking. So, it’s important to be

upbeat and positive when 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

followed by establishing the reason for the call.

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。

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。

An example might be, Good morning,

例如，早上好，我是华盛顿轮胎公司的保罗。

Washington Tyres, Paul speaking. How can I

我能帮你什么忙吗?

help you?

Be Prepared

You never know how simple or complex the

nature of call might be so it’s important that

you’re prepared and know to handle the call. If

you’re working on a busy switchboard, you’ll

need to understand how to transfer 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 it’s important that this

is conveyed accurately. Information you could

be looking to gather might include the caller's

name, company name (if applicable), time and

date of call, reason for call and their contact

details.

Putting Callers on Hold

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 delayed in getting them the

information they need or being put through to

the right person because they’re busy, you

should go back to the caller every minute or so,

explain that you’re still trying to put them

through to "X" or get the information they

need and ask them if they would still 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. The 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.

Ending the Call

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。

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。

Before ending the call, you should always try to

recap what you’ve discussed, if appropriate,

and ask the caller if there is anything else you

can help them with before saying goodbye and

hanging up. It’s also a good practice to let the

caller hang up before you do.

Passing on Messages to Colleagues

If you’ve been asked to pass a message on to a

work colleague, always do so as soon as

possible. The longer you leave it, the more

likely you will either forget to do so or you’ll

pass on incorrect details of the call.

Other Useful Tips

Never chew gum or be eating when you’re

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 also saves you from having to repeat yourself.

This is especially true if you have a very

pronounced regional accent.

It is not quite proper to always have calls of a

personal nature. Therefore make sure you

dissuade relatives and friends from calling you

at work. Emergency is the exception.

In general, however, if you’re friendly,

courteous and helpful, answering the phone

should not present you with too many

problems.

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。

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。

不要在接电话时嚼口香糖或吃东西。

对电话另一端的人来说，这听起来非常不专

业。

在电话里说话要比面对面交谈时慢一点。

如果你说得太快，重要的细节可能会被忽略，

这也会让你不必重复自己说过的话。

如果你有非常明显的地区口音，这一点尤其

正确。

总是有私人性质的电话是不太合适的。

因此，一定要劝阻亲戚朋友在工作时打电话

给你。紧急情况是例外。

一般来说，如果你友好、礼貌、乐于助人，

接电话不会给你带来太多的麻烦。

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