筛选来电 Screening Calls
有时候,筛选电话是迫不得已的,因为来电要找的人并不是任何时间都方便接电话,尤其是一些不方便接的来电,同事可以帮忙暂时回话。
筛选来电的关键是:无论如何都不能让对方感觉被轻视(putting down)。
⊙Mr.Melvin is not available at the moment.Is there something I can help you with?
梅尔文先生现在不方便(接听您的电话)。有什么我可以帮您的吗?
⊙Can I let him know who’s calling?
我能否让他知道是谁打的电话?
⊙May I ask who is calling?
请问您是哪位?
⊙Mr.Zhang is meeting with a client.Can I tell him who called?
张先生正在会见一位客人。能否告诉我您是哪位,我好转告他?
⊙Ms.Kline is not available.May I take a message?
克兰女士现在正忙,您要留口信吗?
“不方便接听”的含义
电话要找的人如果在办公室但是很忙,或者有重要的事情不容打断,或是他不想接这个电话,都意味着他此时“不方便接电话”(not available)。
⊙I’m sorry Mr.Griggs is not available at the moment.Can I tell him who called?
不好意思,格里格斯先生此刻不方便(接电话)。我能告诉他是谁打的电话吗?
⊙Mr.Liu is currently unavailable.Do you have a number he can reach you back at?
刘先生正忙着。您能留个他可以回电的号码吗?
⊙Ms.Chen is unavailable right now.Can I take a message for you?
陈女士现在不太方便(接电话)。要我帮您带个口信给她吗?
⊙Ms.Clancy is not available to take your call just now.Is there something I can help you with?
克兰西女士这会儿不方便接您的电话。我能帮您做什么吗?
语序
首先告知对方他要找的人现在正忙或者不方便接听电话,然后再问对方的姓名和电话号码(name and telephone number)。否则,对方会对“某人正在忙”有所怀疑。总之,在帮助同事节省时间的同时,不要让来电方有不被重视的感觉。
A:Mr. Castro's office.Marshall Miller speaking.
B:Hello, may I speak to Mr. Castro please?
A:I'm sorry, Mr. Castro is not available.May I help you?
B:No, you can't.I have to speak to Mr.Castro.
A:I'll be glad to ask him to return your call if you will leave your name and number.
A:卡斯特罗先生办公室。我是马歇尔·米勒。
B:您好,我能否和卡斯特罗先生通话?
A:不好意思,他现在不方便(接电话)。有什么我可以帮您的吗?
B:不,您帮不了。我必须和卡斯特罗先生讲。
A:请您留下您的姓名和电话号码,我会让他回电话给您的。
重要的电话
如果来电方说他是一个重要人物,或者他真有急事,该怎么办呢?那你可以这样说来弥补:“他吩咐我说,如果是您的电话就可以打断他。”这样还能让来电方感到自己很重要。
A:I'm sorry, Mr. Castro is not available.May I help you?
B:No, I have to talk to Castro. This is Paul Shin.Tell him I called and ask him to call me back.
A:Mr. Shin, Mr.Castro asked me to interrupt him if you call.I'll get him for you.
A:对不起,卡斯特罗先生现在在忙。有什么我可以帮助您的吗?
B:不,我必须和卡斯特罗先生讲。我是保罗·希恩。告诉他我打过电话并让他回电话给我。
A:希恩先生,卡斯特罗先生吩咐过我,如果是您的电话,我可以打断他。马上帮您接通。
必须接通的电话
有些重要的电话是不能错过的。记住要把这些人的姓名记下来。
⊙I’m heading off to my meeting now.Please let me know if Margaret Hall or John Stevens calls.
我现在要去开会。如果是玛格丽特·霍尔或约翰·史蒂文斯来电的话,请告诉我。
⊙Please hold all my calls.Don’t interrupt me unless you receive a call from……帮我截下所有的来电,除非是来自……的电话,否则不要打扰我。
总结不管是方便还是不方便接听的电话,都应当避免让来电方有“吃了闭门羹”的感觉。请来电方留言并保证会回复,即便没能接通电话,来电方也不会有被轻视的感觉。
Words 单词表certainly当然
currently目前,现在
customer service客户服务
direct line直线
finish完成
hold拿起;保持
interrupt打断
should应该
unavailable不方便,没有空
Phrases 短语表as soon as……一……就……
as soon as possible尽可能快地
check on检查
should be able to应该可以
go ahead and(do sth)继续做某事
head off(somewhere)离开/前往(某地)
hold all my calls截住我的所有来电
I have to(do sth)我不得不(做某事)
I'll be glad to(do sth)我很愿意(做某事)
leave(name and number)留下(姓名和电话号码)
let sb know让(某人)知道
May I help you?我能帮您吗?
receive a message收到信息
return a call回电话
ship(an order)货运
实景对话1A:Marshall, I'm heading off to my meeting now. Please hold all my calls.
Please let me know if Margaret Hall or Paul Shin calls. I am expecting their call.My meeting should finish around four o'clock.
B:Yes, Sir.(Phone rings)
B:Mr. Castro's office.Marshall Miller speaking.
C:Hello, may I speak to Mr. Castro please?
B:I'm sorry, Mr. Castro is not available.May I help you?
C:No, you can't.I have to speak to Mr.Castro.
B:I'll be glad to ask him to return your call if you will leave your name and number.
C:This is John Taylor from Interview Magazine. Can you have him call me back as soon as possible?My number is 890-555-7875.
B:Certainly, Mr. Taylor.I will be sure he receives you message.
C:Thanks.
B:You're welcome. Goodbye.(Phone rings again)Hello.Mr.Castro's office.
Marshall Miller speaking.
D:Hello.Is Mr.Castro there?
B:I'm sorry, Mr. Castro is not available.May I help you?
D:No, I have to talk to Castro. This is Paul Shin.Tell him I called and ask him to call me back.
B:Mr. Shin, Mr.Castro asked me to interrupt him if you call.I'll get him for you.
A:马歇尔,我现在要去开会,帮我截下所有来电,但如果是玛格丽特·霍尔或保罗·希恩来电的话,请告诉我。我正在等他们的电话。我的会议大概4点钟左右结束。
B:好的,先生。(电话铃声响)
B:卡斯特罗先生办公室。我是马歇尔·米勒。
C:您好,我能否和卡斯特罗先生通话?
B:不好意思,卡斯特罗先生现在不方便(接电话)。有什么我可以帮您的吗?
C:不,您帮不了。我必须和卡斯特罗先生讲。
B:如果您能留下您的姓名和电话号码,我会让他给您回电话的。
C:我是《面对面杂志》的约翰·泰勒。您能否让他尽快回电话给我?我的号码是890-555-7875。
B:当然,泰勒先生。我保证他会收到您的留言。
C:谢谢。
B:不客气,再见。(电话再次响起)您好,卡斯特罗先生办公室。我是马歇尔·米勒。
D:您好,卡斯特罗先生在吗?
B:对不起,卡斯特罗先生现在在忙。有什么我可以帮您的吗?
D:不,我必须和卡斯特罗先生讲。我是保罗·希恩。告诉他我打过电话并让他回电话给我。
B:希恩先生,卡斯特罗先生吩咐过我,如果是您的电话,我可以打断他。马上帮您转接给他。
实景对话2A:Hello, Jiangsu Tools. This is Mei Yuan.How may I help you?
B:May I please speak to Mr.Liu?
A:I'm sorry, Mr. Liu is currently unavailable.Is there something I can help you with?
B:I wanted to speak to Mr. Liu about our order.I don't know if you can help me or not. I wanted to see if our order has been shipped or not.
A:I can connect you with someone in the customer Service Department. Nick Jin should be able to check on your order for you.Would you please hold while I transfer your call?
B:Okay.
A:(Phone rings)Hello, Jiangsu Tools. Mei Yuan speaking.
C:Hello.I would like to speak to Emily Chen.
A:Ms. Chen is unavailable now.Can I take a message for you?
C:This is Linda Li. Please let Emily know I called and have her call me back as soon as she can.
A:Ms. Li, I know Ms.Chen would want to talk to you.I will go ahead and put you through to her direct line.
C:Thank you.
A:您好,这里是江苏工具。我是袁梅。有什么需要我帮忙的吗?
B:我能和刘先生通话吗?
A:对不起,刘先生目前不方便(接电话)。有什么我可以帮您的吗?
B:我想和刘先生谈谈有关我们的订单的事情。我不知道您能否帮我。我想知道我们的订单是否已经发货。
A:我可以帮您接通客户服务部的相关人员。尼克·金应该可以帮您查阅您的订单。您能否稍等一下,我把您的电话转过去?
B:好的。
A:(电话铃响)您好,我是江苏工具的袁梅。
C:您好,我想和埃米莉·陈通话。
A:陈女士现在不太方便(接电话)。要我帮您带个口信给她吗?
C:我是琳达·李。请告诉埃米莉我给她打过电话,让她尽快回复我。
A:李女士,我知道陈女士会愿意和您通话的。我帮您转到她的线上。
C:谢谢。