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1、电话应对用语交待受话者不能接听的原因受话者外出不好意思，陈先生现在不在公司，他大概四点钟会回来。Im sorry, Mr.Chen is not in/out now. Hell come back around four oclock. 受话者正在接电话不好意思，正在讲电话。Im sorry, Mr. Chens line is engaged/busy.Im sorry, Mr. Chen is on another line now.受话者正在接待客人不好意思，陈先生正在会见客人。Im sorry, Mr. Chen is meeting some guests.受话者正在开会不好意思，
2、陈先生正在开会。Im sorry, Mr. Chen is in a meeting/conference now.受话者不在桌位不好意思，陈先生不在他的桌位上。Im sorry, Mr. Chen is now at his desk/away from his desk now.不好意思，陈先生不在办公室，他在卖场。Im sorry, Mr. Chen is not in the office, he is somewhere in the salesfloor.受话者没空不好意思，陈先生正在忙。Im sorry, Mr. Chen is tied up/busy at the momen
3、t.受话者正在出差不好意思，陈先生去外地出差了，下星期一才会回来。Im sorry, Mr. Chen is on a business trip.Hell come back next Momday.受话者正在休假不好意思，陈先生今天放假。Im sorry, Mr. Chens got day off today.受话者已经辞职不好意思，陈先生已经辞职了。Im sorry, Mr. Chen has quit already.电话系统故障不好意思，我们的电话系统有故障。Im sorry, we seem to have a poor connection.处理不能接听的情况请来电者稍等麻烦你
4、等等,电话一通立即帮您接线.A moment please. Ill connect for you when the line is available.请来电者再打来请您迟些再打过来.Could you call again later?请您三点以后再打回来Could you call him back after three oclock?接线给其他人请等一等,我帮您接陈先生附近的电话.A moment please. Ill try to put you through to other extension.请问要不要同部门的其他同事听呢?Would you like to talk
5、to someone else in the same department?请问要不要同黄先生讲呢?Would you like to speak with Mr. Huang.留口讯请您留下姓名、公司名和电话号码，我让陈先生给您去电话。May I have your name. Company name and telephone. Ill have Mr. Chen call you back later.方不方便留下口讯呢?Would you mind leaving a message?请问贵姓?请问怎样写呢?May I ask who is calling? Could you s
6、pell the name, please?听不清楚来者的话对不起,.我听不太清楚,麻烦您再重复一次。Would you mind repeating it?日常电话应对一、 接电话时1、有礼的招呼（12：00前）早上好，乐富隆超市/_部门。 Good Morning, LIFELONG/_Dept. May I help you? (12：00后) 中午好，乐富隆超市/_部门。Good Afternoon, LIFELONG/_Dept. May I help you? （6：00后） 晚上好，乐富隆超市/_部门。Good Evening, LIFELONG/_Dept. May I hel
7、p you?2、给予回应（例如） 是。 Yes我明白。 I see不用客气。 Youre welecome.3、接线前麻烦您等等。 Just a moment, please.二、 线路不通时对不起，先生/小姐，现在线路不通，方不方便留个口讯或者_时间再打来呢？Im sorry, The line is engaged. Would you like to leave a message or call again?遇紧急事件麻烦您等等，电话一通就替您接上。A moment please. Ill connect for you when the line is available.请等一等，
8、我替您接_先生/小姐附近的电话。A moment Please, Ill try to put you through to the other extension.方不方便留个口讯呢？我尽快替您转达给行_先生/小姐。Would you mind leaving a massage,_Sir/Madam? Ill inform Mr/Ms_as soon as possible.三、 当没有人接电话时不好意思，_先生/小姐的电话没人听，方不方便留下口讯呢？Im sorry, No one answers from Mr/Ms_s office. Would you mind leaving a
9、 message?不好意思，_先生/小姐不在，方不方便留下口讯呢？Im sorry, Mr/Ms_is not in. Would you mind leaving a message?四、 记录口讯时，必须正确无误麻烦您留下姓名、公司名和电话，我可以替您转达给_先生/小姐。Would you mind repeating it. Sir/Madame?当有疑问时对不起，我听得不太清楚，可以麻烦您重复一次吗？Would you mind repeating it, Sir/Madame? Could you spell the name, please?处理电话投诉的基本原则1) 诚恳的道歉；2) 细心聆听，表示重视；3) 收集详细资料及事件经过，并做清楚记录；4) 表示同情，体谅对方感受；5) 给予对方“面子”；6) 切勿争论或驳斥；7) 切勿打断对方讲话，保持耐性；8) 切勿动怒，好好控制自己情绪；9) 交待跟进措施，表示积极谋求解决方法；10) 对话完结前再道歉，并答谢对方之意见反映；11) 挂线后尽快汇报上司，或有关部门，以便做出跟进措施。
