如何有效地用英语电话沟通？.ppt

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1、如何有效地电话沟通？Selina2015-6-41、电话沟通的重要性和一客户聊天，客户说每天会收到上千封来自中国的邮件,每封邮件花费的时间是一两秒。这么多邮件中，很有可能我们精心写好的邮件就石沉大海，这时候电话的重要性就可想而知了。2、拨打电话前的准备工作1.目标要明确：我的电话是要打给谁？2.主题要明确：打电话的目的是什么？3.电话沟通中可能会遇到的问题，及解决方法：1）对方语速太快。2）听不太懂对方讲的什么。3、有效沟通技巧Listen(聆听）：认真倾听，如实在听不懂，引领对方跟着你的思路走，把握主动权。或者说"iunderstandwhatyousaid,butcoul

2、dyousendanemailtometoconfirm,please?"Express（表达）:目的要明确，主题要集中。Write（列出清单）：简单明了。Smile（微笑）Polite（礼貌）4、常用电话用语MayIspeaktoXX?Yes,thisisXXspeaking.Who'sspeaking,please?I'msorry,heisnotinnow."Wouldyouliketoleaveamessage?XXisonanotherlinenowHoldthelineamoment,pleaseWillyouaskhimtocallmebacklater?Iwa

3、scutoff.Willyouconnectmeagain?We'llcallyoubackinafewminutes.Willyouhangupandwait,please?Wouldyouspeakalittlelouder?Couldyouputthatinmorespecificterms?Imnotsurewhatyoumean.Imsorry.Icouldntfollowyou.ImafraidIdidntunderstandthat.Couldyousaythatagain,please?紧急情况表达：It’surgent.CouldIhavehermobile

4、phonenumber?CouldyoutellmewhereIcanreachher?Thisisanemergency.Ineedtogetincontactwithhimrightnow.对方不在表达：It’snothingimportant。It’snothingurgent.Thankyou,good-bye.I’llcallheragain.I’llcallbacklater.PleaseaskXXtocallmeback.CouldyoutellhertocallXXassoonaspossible?CanIleaveamessage?Couldyouaskhi

5、mtotocallmeback?Letmecallbacklateragain.Thankyou.接到老外电话：Who'scalling,please?Who'sspeaking,please?MayIhaveyourname,please?MayIaskyourname?MayIaskwhoscalling,please?Whoisthatspeaking?结束语：Thankyouforcalling.Nicetalkingtoyou.Callmeagainanytime.I'malwaysgladtohearfromyou.Thanksforreturningmycall

6、,good-bye.Let'skeepintouch,good-bye.祝大家单子多多！Thankyou!