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电话转接的注意事项[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ ) $ PU HM �S=ms FroG]
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客户的电话打进来，可偏偏又不是你负责的业务，怎样才能礼貌地转接电话，又能把生意揽住呢？[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ !b@0!Xm|{7.?CFjo&iFroG]
C：我们刚换了新的电话系统，我昨天去参加培训，但是转接电话的时候还是有些问题。[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ ;iFzI5# Z@j+%J_(R|FroG]
A：Well, I am not much of a techie, but let me see what I can do to help.[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ [%, DAz7a|:IV9MSFroG]
C：我不是不知道怎么用，而是不知道怎样做最礼貌。[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ ( J\';=6#J$^/9= r=kkFroG]
A：Well that I can help with. Where shall we start?[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ cQFhk�Z)gcc?q^GFroG]
C：昨天有个客户打电话询问一件商品的情况，我只知道那个部门的经理是Mary Jo, 所以就把电话转了过去。[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ zk_\@:. HKH.pCaFroG]
A：What happened?[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ _&a|,Ap zk]1JuFroG]
C：没过几分钟，那个客户又打了回来，特别生气，因为Mary Jo没在办公室，客户只能电话留言。她说一定得找到管事的人，不愿意对着留言机讲话。[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ l{[sxV%; ZouPPgFroG]
A：I don't blame her, do you?[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ ?Pjha& ^p~` ) ( FroG]
C：我能理解她为什么会那么生气，但今后我要怎么做才能避免这种情况的发生呢？[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ O%(iDpibBV3*~� KC FroG]
A：It is simple. Before you transfer a call, you need to put the caller on hold, and contact the person whom you believe can help. When you do that, you learn two things.[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ F=p6LhW&*('e7FroG]
C：What are the two things then?[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ ww4!`M] %p;L_ 8bFroG]
A：First, you find out if the person you need is in the office and is answering the phone. Next you ask if that person, in this case, Mary Jo, can assist the caller.[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ ]9i - :f|DFKSP$FroG]
C：对呀，有时候大家都不知道管事的人是谁，把客户象皮球一样踢来踢去的。[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ Pq }VOfO}�5 hT2FroG]
A：There are a few other suggestions I have to help you handle transfer calls courteously and efficiently, but I don't have time to explain right now.[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ # ~}b(.r_,,SF*FroG]
C：转接电话的时候，还有其他要注意的吗？[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ VG/|^W"Qm !bU@`FroG]
A：Before you transfer the caller, let the person know to whom you are sending the call. Give the person's name, title and direct line to the caller.[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ N# #2/y0A aT+r3DPFroG]
C：好主意。我们把负责人的姓名、头衔和直线电话号码都告诉来电话的人。这样万一电话中途断掉，他们就可以直接打回去了。还有别的吗？[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ F YQ!G�CG Yflfk:FroG]
A：In addition to giving the caller the name and number of the person to whom you are connecting the call, give your name and repeat your number as well.[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ kr}YE-/6vK Pt"AFroG]
C：还要把我的名字和电话告诉他们。那又是为什么呢？[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ 3O3^ 99,`Nit,@FroG]
A：You do that to assure the caller that if anything goes wrong or if the caller does not get the help she needs, she can get in touch with you and you will do all you can to help.[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ -1Y es0"Iv?FxYFroG]
C：噢，我知道了。这样一来，客户就会觉得，不管怎样，最终总会有人帮助他们解决问题的。[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ ?isqx\X#d2/8pEjG#.IvFroG]
A：Not only that you have a client who feels valued by the company.[文章版权 禁止转载:考试与评价 http://www.trgroup.com.cn/te/ RhZ�eSf. 1�fnykw_FroG]
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