白領的一天 場景96:提高接電話技巧 Improving your telephone manner
Anna: (answering phone) Yes?
Denise: Stop! That's all wrong. I'm going to call you again. This time-
Narrator: 大家好，我們剛好回到Denise 和Anna 的電話培訓中。真有意思！
Denise: This time, you don't say 'yes' when you answer – it's rude. Call me and I'll show you how it's done.
(sound of 4-digit dialling, then phone rings) Hello? Tip Top Trading.
Anna: Wow, that’s good.
Denise: And, you can say your name. Hello? Tip Top Trading. Denise speaking. Try it.
(dialling, then ring)
Anna: Hello? Tip Top Trading. Denise speaking.
Denise: No!
Anna: What?
Denise: Say: Anna speaking!
Anna: Oh, sorry, I'm so stressed by all this. Hello Anna speaking!
Denise: You sound like you're sitting on a pineapple. Listen to my voice: Hello?
Denise speaking.
Anna: Hello? Anna speaking.
Denise: Good. Now, when the person has introduced themselves – this is Mrs Smith or whatever, say: Hello Mrs Smith, how can I help you? Or, if you know them already, you might say: Hello Mrs Smith, how are you?
Anna: Okay, what if Mrs Smith wants to speak to Tom but he's not there?
Denise: You say: I'm really sorry, he's not available at the moment. Can I take a message? Or: I'm afraid he's busy – shall I ask him to call you back?
Anna: Okay.
Denise: And, to end a conversation, you can say: Thank you for calling, goodbye. Let's do another practice!
(phone rings)
Anna: Hello? Tip Top Trading.
Denise: (putting on a stupid voice, without realising it's stupid) Hello, this is Mrs Smith.
Anna: Hello Mrs Smith, how can I help you?
Denise: I'd like to speak to Tom please.
Anna: I'm really sorry, he's not available at the moment. Can I take a message?
Denise: That's okay, I'll try again later.
Anna: Okay. Thank you for calling, goodbye. (hangs up)
Denise: Excellent! (phone rings) Oh!
Anna: How did you call me without dialling?
Denise: I didn't, that's a real call!
Anna: Oh no, I'm all nervous now. (Answers) Hello? Tip Top Trading. This is Anna speaking.
Mr Lime: Hello Anna, this is Seb Lime.
Anna: Sublime?
Mr Lime: Mr Lime from Citrus Ventures. But I think we should be on first name terms now, so call me Seb.
Anna: Okay, er, Seb. How can I help you?
Mr Lime: I just wanted to say again that your Imperial Lemon is fantastic... and I was wondering if you'd like to come to lunch with me?
Anna: Lunch? Er...
Narrator: 我就知道是這樣的！Lime 先生纔不是僅僅對檸檬感興趣呢！
Anna: Would you like to discuss the Imperial Lemon?
Mr Lime: Forget the lemons Anna! The reason I want to see you is more of a personal nature.
Anna: Personnel? Er... Can I call you back? I'm afraid I'm a bit busy at the moment... (hangs up)
Mr Lime: …bbbut…
Denise: Well Anna! Mr Lime eh?
Anna: Oh dear Denise, I think I need a bit more help from you. He wants to talk about personnel…people, staffing…
Denise: Are you sure? I think he means a personal nature – not personnel! That Mr Lime!
Anna: Oh!
Narrator: 這個Lime 先生可真是的！不過Anna 接電話的態度非常好。讓我們回顧一下她接電話時用到的一些短語。
Hello? Tip Top Trading. This is Anna speaking.
Hello? Anna speaking.
Hello Mrs Smith, how can I help you?
Hello Mrs Smith, how are you?
告訴對方，某位同事現在不能接電話， 想留言嗎？
I'm sorry, he's not available at the moment. Can I take a message?
告訴對方，某位同事現在很忙，需不需要告訴他稍後回電？
I'm afraid he's busy – shall I ask him to call you back?
結束電話對話。
Thank you for calling, goodbye.
話說回來，Anna 會怎麼處理Lime 先生的要求呢？我都迫不及待了！
聽力挑戰：
What does Seb Lime want Anna to do?
Seb Lime 先生想讓Anna 爲他做些什麼?
上期答案：
Paul 提醒Anna 在接電話時需要注意什麼？
答案：需要更有禮貌。
