1.2_技术对话

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1、FirstDayatWork1.2ForwardingyourcallsContentsWhatdoyousaywhenforwardingacall?1Trysolvingthetechnicalproblem2Oralpractice3Tryyourearsandhands(dictation)4Whatdoyousaywhenforwardingacall?感谢对我公司产品的兴趣自报家门听取客户的需要验明客户身份建议将电话转到另一部门新客户老客户Michael:GeneralComputers.Can

2、Ihelpyou?Customer:Hi,IamDavidYoungfromWesthouseConsultingCompany.Ourcompanyneedstoenhanceitsnetworksecurity,andIamgatheringsupplierinformation.Iheardthatyourcompanyisawell-knownproviderforrelevantproducts.CanIgetalistofsuchproductsandpricesfromyou?A.Forwar

3、dingtoanotherdepartmentMichael:Thankyouforyourinterestinourproducts.Wedohaveseveralproductsthatmaymeetyourneeds.You’renowcallingthetechnicalsupportdepartment,andIwouldrecommendyoutocontactoursalesdepartment.MayIforwardyourcalltooursalesdepartment?Customer:

4、Sure,pleasedo.Thanks!Michael:You’rewelcome.Pleaseholdonforamoment.Announcingthenameofyourcompany/departmentGeneralComputersCorporation.CanIhelpyou?MichaelGeneralComputersTechnicalSupport.WhatcanIdoforyou?MichaelORAdobesystemsMacromedia,Inc.“Thankyouforyour

5、interestin…”(forpotentialcustomers)Michael感谢您对我们公司产品的兴趣。Customer可以提供一些关于这种产品及价格的信息吗？CanIgetalistofsuchproductsandpricesfromyou?theinformationabout…(alistof…)CanIget…Thankyouforyourinterestinourproducts.Michael:Hello,GeneralComputersTechnicalSupport.CanIhel

6、pyou?Customer:Hello,IamcallingbecausetheLANadapterofmydesktopcomputerisnotworking.Michael:Ok.CouldyoutellmeyourcustomerIDnumberplease?Customer:It’sLA2918.B.ForwardingtoanothersupportteamMichael:Thankyou.Wehaveyourrecordhere.Ms.Smith,tosolveyourproblem,yous

7、houldcheckifyouradapterisrecognizedbytheoperatingsystem.Customer:WhatshouldIdonow?Michael:Areyouinfrontofyourcomputer?Customer:Yes,Iam.Michael:Ok,then.PleasegotoControlPanel,clickSystem,andthenopentheDeviceManagertocheckthestatusofyouradapter.Andseeifthere

8、isayellowmark.Customer:Aha,theproblemis:Ican’tfindmynetworkadapterthere.WhatshouldIdonow?Michael:Inthatcase,Iwouldadviseyoutocontactourhardwaresupportstaff.ShallIforwardyoucalltothemnow?Customer:Thatwouldbegr