外企接听电话指南.doc

Answering phone guideline 接听电话指南 purpose目标: This program is a guideline for all of you on how to answer a phone call when you are working. 本纲要是关于大家在接听工作电话的问答指南。 When your phone rings, you need to: 当你本人的分机响时： ANSWER THE CALL 接听电话 You should pick up the phone within 3 times of ring, and use one of the three possible answers: 你应在三声之内拿起电话听筒，并从以下方式中择一作为回答： “ ADEN SERVICES, may I help you? “ (in English) “ ADEN SERVICES, good morning / good afternoon “ (in English) “ ADEN SERVICES, 你好(Ni Hao)” (Please use English name 请使用英文公司名) GENERAL PROCEDURE 一般程序 The call is for you 当所接到的电话是找你的: If it is for you, you may say 如果这是找你的电话，你可以说: ‘Yes, this is XX’ As you need the caller to wait for a moment, you should say: 如果你需要对方等候，你应该说： ‘Hold on a moment, please’ The call is not for you当所接到的电话不是找你的: A. You know the caller你认识来电者: Even if you know the caller, you have to be sure that the person he wants to talk to is available.即使你认识打电话的人,你也需要先确认一下其要找的人是否方便接听 You should say: “Hold on please, I will see if he/she is available.” 你可以说’请稍候,我看一下他/她是否在. Press “R” and dial extension number 按’R’ 键及分机号 If the addressee is in his office, ask him if he wants to talk to the caller / if he is available:如果被拨叫者在办公室,请问他是否希望和来电者说话/是否他方便接听电话. YES是: hang up the phone挂上话筒 NO否: Ask addressee what he wants: call back later or let the caller call back (when?). Then press “R” again to go back to the caller. 询问被拨叫者准备如何答复:过会儿打过去或让来电者过会再打过来(什么时间?).然后按’R’键回到与来电者的通话状态. If addressee is not in his office, take a message 如果被拨叫者不在办公室,请帮他听取留言 Please see specific situation.请见特殊情况. B. You do not know the caller 当你不认识来电者时: If you don’t know the caller, you must follow the following steps: 如果你不熟悉打电话的人，应需要遵循以下步骤： Ask the caller’s and Company’s name and write it down 在转电话之前问请来电者的公司及姓名： “May I have your name and company, Sir / Madam?” “Could you please spell your name / your company’s name?” “先生/女士,请问您可以告诉我您的公司和您的名字吗?’’ “请您拼一下您的名字/公司名字,好吗?” Ask purpose of the call and write it down: “May I know what is it about?” 询问来电的目的