一家公司的接待人員通常是前來到訪客戶所接觸的第一個人，因此客戶對該公司的第一印象及觀感也就取決於接待人員的服務態度和溝通能力。今天，Funday小編要帶大家學習在兩種情境下，接待人員如何與來訪客戶應對和溝通。

 

Scenario 1: On the phone

Julie: Hello, Dr. Johnson’s office. Julie speaking. May I help you?

Carol: Hi, is Dr. Johnson in?

Julie:

1. Yes, he is. I’ll transfer your call. Just a moment.

2. He’s actually in a meeting right now. Could I take your name and phone number and have him call you back?

3. He’s just busy at the moment. Could I take a message?

Carol:

2. Sure. That would be fine. My name is Carol Stone and my number is 1234-5678.

3. Sure, could you let him know that I have to cancel my meeting with him on Friday. My name is Carol Stone.

Julie:

2. Okay. I’ll have him call you back after his meeting.

3. All right, I’ll let him know that. Is there anything else I can help you with?

Carol:

1. 2. Thanks a lot.

3. No, that’s it. Thanks.

Julie: You are welcome. Have a good day. Bye Bye.

 

情境一：電話中

茱莉：您好，強森醫師辦公室，我是茱莉，請問能幫您什麼忙？

凱若：嗨，強森醫師在嗎？

茱莉：

1. 是的，他在，讓我轉接您的電話，請稍後。

2.他現在正在會議中，請問您的大名和聯絡電話，我請他回電給您。

3.他目前正在忙，您需要留言嗎？

凱若：

2. 好的，我的名字是凱若．史東，我的電話是1234-5678。

3. 當然好，請告訴他我必須取消週五的會議，我是凱若．史東。

茱莉：

2. 好的，會議結束後我請他回電給您。

3. 好的，我會留言給他，還有什麼我可以幫您的嗎？

凱若：

1. 2. 謝謝您。

3. 沒有了，就這樣，謝謝。

茱莉：別客氣，祝您有個愉快的一天，再見。

 

小叮嚀

• Julie speaking.=This is Julie speaking.

• May I help you?=What can I do for you today?

• transfer (v.) 轉接電話。在上面的例子中，你也可以這麼說：I’ll put you through to Dr. Johnson now.

• actually在這個句子中可幫助緩和語氣，若接待人員直接回答：No, he’s not in./No, he’s busy.則會讓客戶感到粗魯無禮、不受尊重。

• Could I take a message?= Would you like to leave a message?

 

Scenario 2: At the office

Receptionist: Good afternoon. May I help you?

Andy: Yes. I’m here to see Kelly Peterson. I have an appointment with her at 4.

Receptionist: Certainly. May I take your name? I’ll let her know you’ve arrived.

Andy: Sure. It’s Andy Kirby.

Receptionist: Ms. Peterson will be with you momentarily. Can I offer you something to drink?

Andy: Yes. Coffee would be nice. Thank you.

Receptionist: Ms. Stevens is ready for you now. I’ll show you to her office. Right this way, please.

 

情境二：在辦公室

接待人員：午安，請問能幫您什麼忙？

安迪：我是來見凱莉彼得森，我和她四點有約。

接待人員：沒問題，請問您的大名是？我會通知她您到了。

安迪：我是安迪柯比。

接待人員：彼得森小姐很快就會與您碰面。您要喝點什麼嗎？

安迪：咖啡，謝謝您。

接待人員：彼得森小姐現在可以見您了，我帶您去她的辦公室，這邊請。

 

小叮嚀

• certainly在此是讓對方知道你了解他所說的，也等同於of course或no problem。

• May I take you name?是一種詢問對方姓名的有禮貌的說法，可別直接問對方What is your name?

• momentarily= in a short time=soon，但用momentarily可以顯得更正式、專業。

• be ready for you= is prepared to meet with you

• show someone to somewhere= take someone to somewhere

 

 

撰稿編輯：Chloe

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