Despite the proliferation of e-mail today, the telephone is still one of the most widely used forms of communication in business. It offers us the speed of e-mail, but has the added advantage of making communications more personal and providing immediate two-way communication.

尽管电子邮件在今日大大的被采用，但生意沟通上电话联络还是被广泛使用。电话沟通，同样有电子邮件的快速便利，而且有私人及彼此间较直接的互动。

The image that you project to customers who call your company is extremely important in giving them the right impression of your company. If your telephone skills are poor and callers have difficulty getting transferred to the right person, obtaining information, or leaving urgent messages, they will feel that your company is not professional enough to competently handle their orders. According to surveys answered by customers, if the customer's first contact with your company is by telephone, the customer with make 85% of their decision about whether or not to do business with your company depending on what happens during that first phone call. Good telephone skills are an important part of the customer service your offer. Good telephone skills mean good business. And good business means higher profits.

客户来电时，你的表现，对公司的良好形象非常重要，如果你的电话应对技巧不好，会使来电者无法联络想找的人，得到想要的答复，及留下重要的信息，他们甚至认为你们根本无法处理他们的订单。根据一份客户的调查指出，如果客户和公司的第一次接触是以电话联络的话，他们85%会凭电话中的印象来决定是否和该公司做生意。好的电话应对技巧是你提供客户服务重要的一部分，所以有专业的电话技巧就可为公司带来生意及更高的利益。

The image you create on the telephone begins with answering the telephone. If you don't answer the telephone professionally and with the right attitude, the caller may simply hang up. If this happens, there is little chance of developing a relationship with the caller that will bring business to your company later. No matter what your current situation or mood, you must always answer your company telephone or extension professionally, politely, and with enthusiasm. The tone of your voice should say to the caller, "We're so glad you called," not, "I'm busy right now. What do you want?!"

你在电话中给客户的印象，从接起电话开始，如果不知道专业的电话应对及正确的态度，来电者很容易挂你的电话。如果发生类似的情形，将很难再挽回这位客户，不管你当时的心情好坏，你还是要有礼貌及热心的电话应对。你的语气听起来要像是"我们很高兴接到你的电话"而不是"我现在很忙，你到底要做什么?

Once you've answered the phone, you will need to continue your conversation by listening carefully, asking for information so you can understand how you can help the caller, and politely asking for clarification of information when communicating is difficult. All callers must be handled with confidence, extreme politeness, and professionalism in order to create the image your company needs to successfully build and maintain its business.

一旦接了电话，你就要仔细聆听，询问相关的问题，才能帮忙来电者的疑惑，如有不了解的，须问清楚并确认。在处理所有来电者时都要有自信，有礼貌，够专业，唯有如此才能为企业创造良好的形象及更好的业绩。