評論
打印
32. Professional Telephone Etiquette
專業的接打電話禮儀
(ring...ring...ring...)
（電話鈴響）
"Hello?"
“喂？”
"Uh, excuse me, but is this Dragon Mountain Trading Company?"
“呃，對不起，貴寶號是龍山貿易公司嗎？”
"Who's calling?"
“你哪一位？”
"Well, I'm Mr. David Parker, and I...."
“我是白戴維先生，我……”
"What do you want?"
“你想要干什么？”
"I'd, uh, like to speak with your manager."
“我想跟貴公司經理談談。”
"He's busy. Call back later. (click)"
“他正在忙。待會兒再打過來。”咔（掛電話聲）
Unfortunately, some companies still have not trained their employees in the professional use of the telephone.
很遺憾地，還是有些公司未能訓練員工職業的電話禮貌。
The above telephone conversation is not only discourteous, but also hurts business prospects.
以上的電話交談非但粗魯，亦損及商機。
If Mr. Parker is calling to speak with a number of companies in order to build business relationships with them, he is not very likely to call Dragon Mountain Trading Company again.
如果白先生打電話是要與若干公司聊聊以建立商業關系，很可能就不會再打電話給龍山貿易公司了。
To prevent this from happening, those who are responsible for the conduct of business over the telephone should keep a few simple but important points of telephone etiquette in mind.
為了防止類似的事情發生，負責使用電話洽商的人士應牢記一些有關電話禮儀的簡要重點。
The first and most important point concerning the professional use of the telephone is the attitude towards any caller.
有關職業電話禮貌首要重點就是對來電者的態度。
The telephone is the lifeline of the company with the outside world, and those who call in should be considered potential business prospects.
電話是公司對外聯絡的生命線。任何來電者都應被視為潛在未來的商業顧客。
However, customers are not nameless, faceless voices;
不過，來電的客戶可不是沒有姓名和沒有臉孔的聲音而已；
they are people who enjoy being and deserve to be treated courteously and fairly.
他們是喜歡被并也應被禮貌且公平對待的人。
Everyone who uses an office telephone should remember that a friendly, helpful, and efficient call can make the difference between success and failure with the caller.
每位公司電話使用者皆應牢記，一通友善、熱心又有效率的電話會決定與來電者關系的成敗。
Once this is appreciated, a business office can operate at its full potential.
一旦了解這點之后，公司便可全面發揮潛能運作了。
How can all office workers put the above principle into practice?
公司所有員工要如何履行上述原則呢？
Several tips on the successful use of the office telephone have been collected from many companies over the years.
多年來不少公司行號累積了有關成功運用公司電話的若干提示。
This advice is timeless and covers all manner of businesses.
這些提示不受時間限制且涵蓋所有的行業。
Companies whose employees use the following telephone etiquette are more likely to keep their clients and attract new customers.
員工若能遵行下列電話禮儀，公司便可能留住老客戶也能吸引新客戶。
When answering the phone, all employees should identify the company and themselves.
所有員工在接電話時，應報出公司的名號及自己的姓名。
In the above hypothetical conversation, the office worker should have answered the call with, "Dragon Trading Company, Janice Wang, speaking."
在上述的仿真電話交談中，那位員工就應向來電者作這種的回應：“您好，這里是龍山貿易公司，我是王阿珍。”
rather than force Mr. Parker to inquire whether or not he had dialed the company telephone number correctly.
而不是迫使白先生詢問自己是否撥對了公司電話號碼。
In some companies, employees will further identify their position within the company,
有些公司的員工會進一步地表明自己在公司的職稱，
such as "Kodak, Michael Chou, sales representative, speaking."
如：“這里是柯達公司，我是業務代表周麥可。”
or "Great Light Sports Equipment, Frances Chang, personnel director, speaking. May I help you?" and so on.
或是“這里是巨光運動器材公司，我是人事主任張佛蘭。我能為您效勞嗎？”諸如此類。
Of course, in larger companies which have automated dialing or an operator, it is often unnecessary to state the name of the company
當然，規模較大的公司設有自動轉接電話系統或總機時，通常不需要報出公司的名號
(that has been done already on the tape or by the operator),
（電話錄音或總機就已提供這些訊息了），
but self-identification continues to be helpful, and, thus, important.
但是自我介紹仍是有所幫助，也因此是很重要的一步。
As with Frances Chang above, a simple "May I help you?" is enough to invite the caller to state his or her business with the company.
上述范例中，張佛蘭簡單的一句：“我能為您效勞嗎？”就足以讓來電者愿意表明他或她與公司的商務關系。
However, it is always important to listen carefully to the caller's request.
不過，仔細聆聽對方的需求永遠是最重要的。
It is possible, for example, that the callee is not the right person for whom the caller is looking;
舉例而言，接話者可能不是來電者所要尋找的對象；
by listening carefully, the callee can respond to the needs of the customer on the line.
只要仔細聽，接話者就能在電話中響應對方的需求。
Treating callers as routine or even annoying interruptions to one's work is a mistake.
將來電者當做例行公事般來應付，或將之視為中斷自己工作的困擾，這樣的態度是不對的。
If someone outside the company has taken the time to call in, someone inside the company should take the time to respond to it.
公司外的人若撥冗來電，公司員工理應撥冗應對。
If the caller is looking for someone not presently in the office, a message should be taken and then repeated over the phone to make sure all the information is correct.
如果來電者找尋的人目前不在公司內，應請對方留下口信并覆誦內容確定無誤。
If a product or service is unavailable, the caller should be told what possible substitute is available or when the desired item will be back in stock.
如果公司無法提供現貨或服務，應將可以替代的現貨或指定產品的進貨日期告訴來電者，
Every effort should be made to please the caller.
必須盡心地來討好來電者，
This extra effort makes a lasting impression, the kind of impression that often results in repeat business.
這種盡心會留下難以磨滅的印象，并往往帶來不斷的商機。
In our conversation above, the callee should have told Mr. Parker when the manager would return to take his call, or offered to take a message for him.
在上述的對話中，接話者理應告訴白經理先生何時會返回公司回電，或是主動為他留話。
Hanging up on the caller is the best way to lose business.
失去商機最快的途徑莫過于向來電者掛電話了。
After information has been given or help offered, the call should not be considered finished.
提供訊息或服務后，并不表示這通電話就結束了。
Each call is an opportunity to further the interests of the company, as with "We have other fine products.
每通來電都是促進公司利益的機會，譬如我們可以說：“本公司尚有其它不錯的產品。
I'd be happy to send you our catalogue."
我很樂意把公司產品目錄寄給您。”，
or "Our company can offer additional services.
也可說：“本公司尚可提供其它的服務，
My manager or I would be happy to make an appointment with you to discuss them."
經理或我本人很樂意與您約個時間見面談一談。”
Above all, end each conversation with a genuine " Thank you for calling.
尤其重要的是，每次的電話交談結束前別忘了獻上誠摯的一句：“謝謝您的來電。
It's been a pleasure serving you."
很榮幸能為您服務。”
or other lines to make the customer feel he or she is not being discarded as just another business obligation.
或者是別的禮貌結束語，讓顧客感到自己并沒有像（履行完了）一項商業義務一樣被拋棄。
Successful calls make customers feel welcome to call again.
成功的電話交談會使客戶感到開心而愿意繼續來電。
Today's world of business is highly competitive.
今天商場上的競爭非常激烈。
People have not changed, however.
但是，人的基本習性還是沒變。
They still like to be treated in a friendly and helpful way, even over the telephone.
每個人都希望自己被善待，即使是在電話上也是一樣。
A genuinely friendly and helpful attitude on the phone,
在電話中展現出真誠友善及助人的態度，
identification of company and callee, offers of help or message taking,
先行介紹自己和公司，提供對方協助，為對方留口信，
promotion of further business opportunities, and leaving the caller with the feeling that he would like to call again seem like insignificant matters.
為公司爭取其它商機，以及讓對方覺得很開心而愿意繼續來電等，這些看似微不足道的小事，
Added up, however, they can make the difference between a company's success and failure in our high-tech but still human world.
在我們這個高科技卻仍以人為主導的世界中，卻是公司成敗的主要關鍵。
