來電四響內接聽
Hi all,
致各位同仁：
First of all, let me congratulate everyone on their exceptional performance thus far this year.
首先，感謝各位迄今為止傑出的表現。
congratulate(v.)祝賀;恭賀exceptional(adj.)傑出的;不同凡響的
That being said, I would like to bring everyone up to speed on our guidelines for answering calls from our customers.
不過，我仍希望所有人能了解接聽客服電話的指導原則。
bring sb. up to speed=跟上進度;了解最新情況
Here are a few helpful points to keep in mind.
以下是幾項需要留意的要點：
point(n.)重點;要點
1. The standard greeting to be used is as follows: “Good morning, J&J Supply. This is (your name) speaking. How may I help you?”
as follows=如下
2. If you must put a caller on hold, say “One moment, please.”
1. 標準開場問候語為：「早安，這裡是J&J供應商。我是（姓名），有什麼我可以為您服務的嗎？」
put sb. on hold=讓某人稍候
3. All calls should be answered within four rings. Note that calls from overseas always take top priority.
2. 若要請致電者稍後片刻，請說「請稍候」。
priority(n.)優先考量的事
4. You should divert a call to a colleague if you cannot take the call.
3. 所有來電皆得在四個響聲內接聽。特別注意的是，要優先接聽海外來電。
divert(v.)(使)改變方向;(使)轉向;改變…的用途
5. For matters that are considered beyond our scope, make sure that you turn down the customer’s requests in a positive manner.
4. 若無法接聽來電，應將之轉至其他人員。
beyond one’s scope=超出某人的能力或知識範圍turn down=拒絕;回絕
Instead of making a blunt refusal, use provided phrases like “As much as we’re willing to help, your request is beyond what we’re able to do for customers.”
5. 至於本公司無法處理的案件，請務必以正面積極的方式回絕顧客請求。
blunt(adj.)生硬的;直截了當的refusal(n.)拒絕;回絕refuse(v.)拒絕;回絕
Stay firm but kind and let them know we would like to be of assistance.
請勿直截了當地回絕，而是改以回覆「雖然我們很樂意協助，但您的請求已超出本公司的服務範圍」等既有話術。
firm(adj.)堅定的be of assistance=有幫助的be of use=有用的be of importance=重要的
6. When transferring a call, clearly explain to the caller what you are doing and why.
保持立場堅定而語氣和善，讓他們知道我們樂於協助。
transfer(v.)轉移;轉接
Before you put the call through, ensure that the colleague you are transferring the call to is able to deal with whatever the customer may require.
6. 轉接來電的時候，請向致電者具體說明此一動作與其原因。
put sb. through=轉接deal with=處理;應對
7. Please keep personal calls to a minimum.
轉接以前得確保另一名接手的同仁能夠處理顧客的需求。
minimum(n.)最小值;最低限度maximum(n.)最大值;最大限度
Should everyone follow these guidelines to the letter, it will help to solidify our already sterling reputation for incredible customer service.
7. 請儘可能避免接聽私人電話。
to the letter=絲毫不差地solidify(v.)鞏固;(使)凝固;固化sterling(adj.)傑出的;優秀的;令人讚賞的reputation(n.)名聲;聲譽
Thanks for taking the time to read this thoroughly.
懇請全體同仁能遵守上述指導原則，這將鞏固本公司優良客服的名聲。
thoroughly(adv.)仔細地
Best regards,
感謝各位撥冗詳閱以上內容。
Joanne Lim
致上問候