陳豪在北京的ABC美國(guó)公司工作，他在走廊里遇到了美國(guó)同事Amy。
(Office ambience)

C：碰到你可真是太好了，Amy。
A：It's nice to see you, too, Chen Hao. What's going on?

C：我們剛換了新的電話系統(tǒng)，我昨天去參加培訓(xùn)，但是轉(zhuǎn)接電話的時(shí)候還是有些問(wèn)題。
A：Well, I am not much of a techie, but let me see what I can do to help.

C：我不是不知道怎么用，而是不知道怎樣做最禮貌。
A：Well that I can help with. Where shall we start?

C：昨天有個(gè)客戶打電話詢問(wèn)一件商品的情況，我只知道那個(gè)部門(mén)的經(jīng)理是Mary Jo, 所以就把電話轉(zhuǎn)了過(guò)去。
A：What happened?

C：沒(méi)過(guò)幾分鐘，那個(gè)客戶又打了回來(lái)，特別生氣，因?yàn)?/span>Mary Jo沒(méi)在辦公室，客戶只能電話留言。她說(shuō)一定得找到管事的人，不愿意對(duì)著留言機(jī)講話。
A：I don't blame her, do you?

C：我能理解她為什么會(huì)那么生氣，但今后我要怎么做才能避免這種情況的發(fā)生呢？
A：It is simple. Before you transfer a call, you need to put the caller on hold, and contact the person whom you believe can help. When you do that, you learn two things.

C：What are the two things then?
A：First, you find out if the person you need is in the office and is answering the phone. Next you ask if that person, in this case, Mary Jo, can assist the caller.

C：對(duì)呀，有時(shí)候大家都不知道管事的人是誰(shuí)，把客戶象皮球一樣踢來(lái)踢去的。
A：There are a few other suggestions I have to help you handle transfer calls courteously and efficiently, but I don't have time to explain right now.

C：我們下午一起喝咖啡吧！
A：See you then.
******
下午陳豪和Amy一起在餐廳里喝咖啡。

C：Amy, 上午說(shuō)到一半，轉(zhuǎn)接電話的時(shí)候，還有其他要注意的嗎？
A：Before you transfer the caller, let the person know to whom you are sending the call. Give the person's name, title and direct line to the caller.

C：好主意。我們把負(fù)責(zé)人的姓名、頭銜和直線電話號(hào)碼都告訴來(lái)電話的人。這樣萬(wàn)一電話中途斷掉，他們就可以直接打回去了。還有別的嗎？

A：In addition to giving the caller the name and number of the person to whom you are connecting the call, give your name and repeat your number as well.

C：還要把我的名字和電話告訴他們。那又是為什么呢？
A：You do that to assure the caller that if anything goes wrong or if the caller does not get the help she needs, she can get in touch with you and you will do all you can to help.

C：噢，我知道了。這樣一來(lái)，客戶就會(huì)覺(jué)得，不管怎樣，最終總會(huì)有人幫助他們解決問(wèn)題的。
A：Not only that you have a client who feels valued by the company.

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