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1、07EC_Q17SHE72778T,preparepaperandpen2,donoteatanddrink3,keepyourbodyinrightposition4,pick鳢蠡callsvv_囊鳄震鲈帽thatj臀e蔓niotwiiteansweringthecalls二ansieringthecal1s育动功功eeca1s马SmiJe助iIeyouarespeahing史Lieproperposturetoaviodconstricingyourchojce丿5peaking缪/缪8rZY2nd夏Zn蒯y1IhcnUIOLUL,.COIm5Cireyour万/“attentiont6e
2、ca历6useca11sthe1rstpame1fyouKnom74vojdambjguitJ.吊rgon,angsang力00:00-12:00,Gooamor7IPRS212.:00二16:006ooaqaffer7zooR仁18:00-24:00,GooaereRpIRSrternalcalls:CarelIne:Coodll/8thiankyou/orcal1ingDoubletreeDy办ItonMangzhoueastfspteahinghopar丿elpyou2吊下切/陡上妃,煌腺放凶芸加和怀耆尔频达林渡广愁p行仁么万介勇动伟切?otherdepartpept:6oodW/tha
3、nkyouJorcal1ing(departmentpame)eY娜婀侧hoa生0P吴(口。,外7弃芸/84L办-俊伯医心gn兵怡noo孕仁久历以郭动伟仁?Unterpalcalls:CoodM/B(depatmentpame)rtrspeakinghopay7helpyou2多LX下仁/陡上妤r邹7,孕怡t内介么历以劾8伟肖?,Care1Ine,FD,BFCopciergeshou1QspeatBng11shXIrst,t0epCpInpese.刁Dea1prIyateCa11s-(aopo有帕媳白灭婀婀力刀垠Z()porzryozX7ace,(2)1furgeptspeatkguzietI
4、Fandprief7070actstage(3)eepgoodmipdy/Alwaysofertotakeamessageforcaller主动为来电者提供帮助Takedownthefollowinginformation-Forwhom爹戈谁-Caller“sname汝电者妍名-Caller“seompany来畜者公司-DateandTime门期和时闰,!|-Caller,stelephonenumber:来电者话号码-Reasonforthecall来电事由Alwaysrepeatallinformationwiththecaller与来电者重复确认留言内容Signyourname在留言单
5、上签你的姓名和目期Makesureyoufollowupthemessage确保路进留言TransferingCalls转接电话Findoutwhothecallerwantstospeak,whatinreferenceandthecaller“Sname转接电话前先了解来者需要技谁、事由及的姓名TallthecallerwhichdepartmentandwhoTheyarebeingconnectingto,。需告知来电者诵将被转车哪个剖门及灌-Youmay薯ayThentyoaforcalting,MIMs=,tWiltransferyouto,。你可以说:ssv心先生/奶d慈渡惠的水
6、电现作戎吧咔轩到FindcomecttSlsphohenumberandconnectthecal找到正确的分机号并转接电话Intormthepersonreceivingcallwhotheyareabouttospeakandwhatneedbefororeputtingthecallthrough挂上电话前,需告知接电话的同事来者姓名及汝电事由PuttingACustomeronHold在线等待Alwaysaskthecaller“spermissionbeforeputingonhold需要来电者在线等候时,必须首先征求来电者的同意Nevercovermouthpiecewithhan
7、d不可用手逢住听简Usetheholdmutebuttonwhen氨pp【opna【e使用电话办上的等佩或解音键Alwaysgetbacktocallerwithin30seconds,oferingthecallerchoiceofremainonholdleavingingamessagerrecevingacallback。每隔30秒需回到线上,询问来电者是否愿意继续等候、还是留言或者待回电继续等候-Youmaysay“Couldyoupleaseholdtheline,Mr/Ms_thankyou你可以说:先生/女士,请稍等谢。EndingCalls结束通话Alwaysasktheca
8、llerifyoucanbeofanyfurtherassistanceattheendofcall。结李通话前总是询问来电者否需要更多帮助。-Youmaysay“lsthereanythingelse1candoforyou?MMs.2你可以说;“还有什么事可以帮您吗2_先生/女士。女士。“Alwaysthankyouthecallerbeforeendingcalls结束通话前总是感谢来电者-Youmaysay;“Thankyouforcalinghaveanicedey,MMs_“你可以说:“先生/如止,感谢您的来用。alwaysletthecallerhangupfirst总是让来电者先挂上电话Donotbangdownthereceiver总是轰括电话
