掌握电话技巧之 让对方等候 Placing the Caller on Hold

让对方等候　Placing the Caller on Hold

让致电方等候为其转接电话，是商务电话中习以为常（second nature）的内容。彬彬有礼并提供快捷有效的转接，让对方领略公司的优良服务。

先要说明一个让对方等候的理由，然后以询问的方式让对方稍等。

⊙Thank you for calling Medford Insurance, this is Marcie Stevens.

Would you please hold?

感谢致电梅德福保险，我是玛茜·史蒂文斯。您能否稍等片刻？

⊙I’m sorry, I need to answer the other line.Would you mind holding momentarily?

对不起，我需要接听一个别的电话。您是否介意稍等片刻？

⊙Let me check the information in our computer database.Could you hold for a moment, please?

让我查一下电脑里的数据库。您可不可以稍等片刻？

⊙I’ll take a look and see if Mr.Johnson is available to take your call.

Would you like to hold for a moment, please?

我要看一下约翰逊先生是否方便接听您的电话。您能否稍等一下？

⊙We’re experiencing heavier than usual call volumes.I need to place you on hold for a few minutes.

现在我们的线路比往常繁忙。我得请您稍等几分钟。

尊重来电者的意见

一定要询问来电方（caller）是否愿意其电话被挂起，或者是否愿意随后再打（call back）。避免使用生硬词语（abrupt phrase），要让来电方知道可能要等多长时间。

⊙Mr.Samuels is meeting with a client at the moment.Would you prefer to leave a message on his voice mail?Or I can put you on hold?

塞缪尔斯先生此刻正在会见一个客户。您愿意在他的语音信箱中留言吗？或者将您的电话挂起？

⊙I need to find the information you are requesting in my file cabinet.It may take a few minutes. Can you hold, or would you like me to call you back?我得在我的文件柜里找一下您要的信息。可能得等一会儿。您别挂，或者一会儿我给您回过去？

⊙I will transfer you over to Mr.Griggs’line.Please hold for just a moment.

我将把您（的电话）转接给格里格斯先生。请您稍等。

⊙We are experiencing a high call volume at the moment.I need to place you on hold for several minutes. Would you rather leave your name and number and I can call you back?

现在是电话线路使用的高峰时段，我得让您稍等几分钟。您是否愿意留下您的姓名和号码，我一会儿给您回过去？

继续等待

如果来电方同意电话暂被挂起，在过了你所说的挂起时间后，一定要重新接通（return to the line），并询问是否愿意再等。

⊙Hello?Mr.O’Brian has still not returned to the office.Would you like to continue to hold for him?

您好！奥布赖恩先生还没有回到办公室，您是否愿意继续等他？

⊙Ms.Lewis is still with a client.Did you want to keep holding for her?Or I can transfer you to her voice mail？

刘易斯女士还在会见客户，您是否愿意继续等待？还是帮您转到她的语音信箱？

⊙Mr.Kline is still on the other line.Did you want to continue holding?

克兰先生还在接别的电话。您要继续等吗？

确认回复

在来电被挂起后，应及时回复确认进展，别长时间地挂起（hang there）。大约每隔30秒钟应该告知对方接通的近况。

⊙I am still looking through the information.Can you please hold for a fewmore minutes?

我还在浏览信息。您能再等几分钟吗？

⊙I will be with you shortly, please continue to hold.

我会尽快，但是请您稍等一下。

⊙I need to check on a few more items.Can you please continue holding for a moment?

我需要查看更多的项目，您是否可以再等一会儿？

总结

现代都市生活节奏飞快的标志之一就是来电的应接不暇，或者去电被挂起许久都得不到答复确认。掌握礼貌用语或技巧可以使等待的焦急得以平息，忙碌的压力得以舒缓。

Words　单词表

agent代理；经纪人

budget report预算报告

database数据库

experience体验，感受

figure数据，数字

file cabinet文件柜，文件箱

insurance保险

item项目

matter事情

momentarily即刻，瞬间

originally本来，原来

policy政策，方针

prefer更喜欢，宁愿

Sir先生

specific具体的；明确的

transfer转移，转送

voice mail语音信箱

Phrases　短语表

at the moment此刻

call sb back回电话给（某人）

call volume通话量

can I help you我能帮您吗

check on（sth）检查（某事）

didn't think so本来就不这样认为

direct（a call）直拨（电话）

final numbers最终数据

for a moment片刻，一会儿

give sb a run over（of sth）允许某人充分使用（某物），获准充分使用（某物）

give me a holler喊我一声/叫我一声

have（figures/numbers）in已有/存有（数据/数字）

I think I'll我想我会

I was wondering if……我想知道如果……

leave a message（on voice mail）留言（通过语音信箱）

put sb on hold让某人候听

sorry about that对此深表歉意

speak to sb about……和某人谈有关……

take a look看一下

take your time慢慢来，不必着急

with a client和客户在一起

Would you mind（doing sth）您是否介意……

You mean……您的意思是……

实景对话1

A：Thank you for calling Medford Insurance, this is Marcie Stevens. Would you please hold?

B：Uh, Okay.

A：Thank you.（Puts caller on hold）

A：Sorry about that Sir. We are experiencing a high volume of calls at the moment. What can I do for you today?

B：Yes. My name is Bill Smith and I'm calling about a specific insurance policy package. I have a few questions, and……

A：I'm sorry, I need to answer the other line. Would you mind holding momentarily?

B：Uh. I suppose……

A：Thank you.（Puts caller on hold）

A：Yes, Sir. Thank you for holding.So you have some questions about a policy?I can transfer you to one of our agents……

B：Actually, I would like to talk to Mr. Samuels.He's the agent I originally spoke to about the matter.

A：I'll take a look and see if Mr. Samuels is available to take your call.Would you like to hold for a moment, please?

B：Okay.

A：（Puts caller on hold）Hello, is Mr. Samuels at his desk?

C：He's with a client now. He should be a few minutes more.

A：Okay, thank you.（Takes caller off hold）Mr. Samuels is meeting with a client at the moment. Would you prefer to leave a message on his voice mail?Or I can put you on hold?

B：Well……I think I'll just leave a message.

A：Very well. Please hold for a moment while I transfer you to Mr.Samuels's voice mail.

A：感谢致电梅德福保险，我是玛茜·史蒂文斯。您能否稍等片刻？

B：嗯，好的。

A：谢谢。（暂时挂起对方电话）

A：不好意思，先生。现在是电话线路使用的高峰时段。有什么可以为您效劳的？

B：我叫比尔·史密斯。我打电话要了解保险政策的具体信息。我有几个问题……

A：对不起，我需要接听另外一个线上的电话。您是否介意稍等片刻？

B：嗯，好吧……

A：谢谢您。（暂时挂起对方电话）

A：您好，先生。感谢您的等候。您是说对政策有些疑问，对吗？我可以把您的电话转给我们的经纪人……

B：事实上，我是想和塞缪尔斯先生通话的。我一直就是和他谈这个事情的。

A：我要看一下塞缪尔斯先生是否方便接听您的电话，您能否稍等一下？

B：好的。

A：（暂时挂起对方电话）您好，塞缪尔斯先生在座位上吗？

C：他正在会见一个客人。可能还需要几分钟。

A：好的，谢谢您。（转回在线来电）塞缪尔斯先生此刻正在会见一个客户。您愿意在他的语言信箱中留言吗？或者您再稍等一会儿？

B：那……我留言吧。

A：好的，请稍等，我帮您转到塞缪尔斯先生的语音信箱。

实景对话2

A：Good afternoon, Diamond International Group, Sunny Hong speaking.

How may I direct your call?

B：Hello. Is Mr.Griggs available?

A：I will transfer you over to Mr. Griggs'line.Please hold just for a moment.

B：Okay.Thank you.

C：Hello. Bob Griggs.Accounting.Can I help you?

B：Hi Bob, this is Larry. I was wondering if you could give me a run over of the final numbers on the last budget report?

C：You mean for August?

B：Yes. You don't have the September figures in yet, do you?

C：No, not yet.

B：Didn't think so. Yeah.Then could you take a look at August for me?

C：No problem. Let me check the information in our computer database.

Could you hold for a moment please?（Put's caller on hold, one minute later）I am still looking through the information. Can you please hold for a few more minutes?

B：Sure, take your time.

C：Thanks.（Puts caller on hold, two minutes later）I need to check on a few more items, can you please continue holding for a moment？

B：Okay.

C：I will be with you shortly, please continue to hold.（Puts caller on hold, one minute later）I haven't been able to find the budget report for August in the computer database. I need to find the information you are requesting in my file cabinet.It may take a few minutes.Can you hold, or would you like me to call you back?

B：Don't worry, it's all good. Why don't you take a look around for the numbers and give me a holler when you find them. There's no hurry.

A：下午好，钻石国际集团。我是苏尼·洪。您要接哪里？

B：您好，格里格斯先生有空吗？

A：我这就把您的电话转接给格里格斯先生，请您稍等。

B：好的，谢谢。

C：您好。我是财务部的鲍勃·格里格斯。有什么可以帮您的？

B：嗨，鲍勃，我是拉里。我想知道我能用一下最新预算报告的最终数据吗？

C：您是说8月份的吗？

B：是的。您还没有9月份的数据，对吧？

C：是的，还没有。

B：我想也是（没有）。那能帮我看一下8月份的吗？

C：没问题。让我查一下电脑里的数据库。您可不可以稍等片刻？（挂起对方电话，一分钟后）我还在浏览信息。您能再等几分钟吗？

B：当然，不着急。

C：谢谢。（挂起对方电话，两分钟以后）我需要查看更多的项目，您是否可以再等一会儿？

B：好的。

C：我会尽快的，但是请您稍等一下。（挂起对方电话，一分钟后）在电脑数据库中，我没有找到8月份的预算报告。我得在我的文件柜里找一下您要的信息。可能得等一会儿。您别挂，或者一会儿我给您回过去？

B：别着急，都行。要不您再看看，找到的时候喊我一声，不着急的。