哑巴英语菜鸟接到客户电话怎么办
◆如果完全哑巴英语的菜鸟，请等客户来电结束，第一时间查清楚来电何人。如果有显示具体号码，但没备注。根据区号查清楚所处的国家地区，回忆最近是否有和哪个客户邮件/信息沟通中。或谷歌号码看看有无弹出来相关公司信息。
再进行邮件或信息沟通:Sorryto miss you call.Can youplease send me the details again byemail?Thanks.不好意思错过你的电话。能否发邮件再次告知细节呢?谢谢。
◆如果还是有一些英语基础，只不过口语一般的小伙伴。当接到电话，第一时间准备好纸和笔。过程中你懵懵懂懂不要怕，你可以先附和着:OK l，see.Tomake it more clear.can you please send methesedetails bye-mail?为了更了解清楚这些细节，能否再发我邮件呢?
客户一般不会拒绝。而你通过把电话沟通转化为书面沟通，这
样不会让你因为听不太懂错过重要细节。如果是因为客户语速太快，你可以在他说完，马上说一句Sorry?(升调)
Sorry?/Pardon?/Again please都是要求客户重复讲述的词/词组。这时候客户一般会放慢语速重复一次。如果还是听不懂照下述转化为书面沟通的办法。
一、电话开头寒暄
① Good morning. How are you today?(和客户常规问候)
② Hixxx,how's going?(常规问候)
③ Great to hear! I'm doing very well, thank you forasking.(回复客户问候)
④ All goodhope you too.(回复客户问候)
⑤ How can Ihelp you today?(询问来意)
⑥ May lask who is calling?(询问来者何人)
⑦ Mayl ask who is speakingthere?(询问来者何人)
二、电话确认细节
① can you please verify your zip code please?(和客户核实邮编)
② Is this one still your current billing address?(和客户核实地址）
③ How would you like to pay for the order? Weaccept PayPal, western union or all major credit cards.(和客户确认付款方式)
三、电话跟进订单
① I'm reaching out about the emailI sent on Thursday,did you geta chance to review?(跟进邮件反馈)
② I was calling to follow up on the proposal i sent.(跟进方案反馈)
③ I sent you the proforma invoice yesterday. Did youget a chance to read it?(跟进合同进展)
④ Design mock-up has been sent by email. Wanted tocheck if you gotit.(核实是否收到邮件)
⑤ Is there any progress on the project? We need yourfeedback on ourlast discussion to move forwardfurther.(跟进项目进展)
⑥ I'd like to check if all is clear for the quotation I sentyou last week.(询问报价是否有疑问)
⑦ I am calling to check if you have any questions for themanual?(询问对指南是否有疑问)
⑧ would you be able to finalize all details this morning?
⑨ We must start production today, otherwise it cannot bedelivered as scheduled.(急单，催促不回邮件的客户)
四、电话跟进样板反馈
① I am calling to check if you have got the parcel?(跟进样板动向)
② we checked and got to know that you got the samplelast week. May I have yourfeedbackplease?(跟进样板反馈)
③ I am calling to ask about your feedback on the samplewe sent(跟进样板进展)
④ Any improvement or changes need to be made basedon the current sample?(跟进样板质量)
⑤ Is the sample quality fine with you?(跟进样板质量)
⑥ I am calling to check when you can confirm thesamples,so we can start with production immediately(询问样板进展)
五、电话售后常规询问
① I hope the parcel is still in good condition.(询问货物状况)
② Iam calling to check if you are able to clear the goods.(询问货物清关情况)
③ How is the launch? Do you need any further technicalSupportfromus?(询问是否需要技术支持)
六、 电话回应客户投诉
① I know this is less than idealBut I'm going to have totalk to my manager and see what we can come up witto resolveyourissue(电话安抚客户并告知会出处理方案)
② )I'm really sorry that you weren't happy with yourgoods. I will get back to you once we have a solution.(安抚客户并告知会出解决方案)
③ I'm going to email them to you right now.(告知处理进展)
④ I'm so sorry your order didn't come in on time. Letme speak to my supervisor to see what we can doforyou.(货物延迟，口头安抚客户)
⑤ I'm so sorry that you've had to deal with thisproblem.Let me quickly check to see ifI can fixit.I willupdate you byemail(口头安抚客户，告知会邮件更新处理进展)
⑥ I completely understand the frustration you'refeeling.I feel the same way.Can laskyou a fewquestions so we can getthisresolved?(安抚客户，了解细节)
⑦ Please bear with us till tomorrow. We are lookinginto the issue and will update the solution by email.(表示目前正在调查中，并告知出解决方案的时间)
七、电话催客户付款
① I am calling to check if you are able to send balancepayment this week? ETA dateisapproaching.(电话告知客户货快到港，催尾款
② I'm calling on behalf of company you owe money to.Could you please give me an update on the paymentstatus?(电话询问欠款进展)
③ My apologies, I'll check our system and see why thiswasn't marked as paid and make sure it doesn't happenin future. Do you know when this was paid?(电话催款遇到客户已经付的情况)
④ Our accountant has sent you the updated statementlast Friday. I'd like to check if you can settle it withinthis week(提醒财务已经更新账单，请安排欠款)电话回复客户催货
⑤ I will need to check with production department andget back to youin halfanhour.(回复客户催货，需要和生产部确认)
⑥ Your goods are stillunder production and it shall beready next week.I will inform you by email as soon asthey areready(电话回复客户催货，告知货好会邮件通知)
八、电话与客户约会议时间
① When's a good time for us to have an online meeting?(电话询问客户会议时间)
② How does this week work, or is next week moreconvenient?(与客户电话商量会议时间）
③ What is the best way to get on your calendar?(电话询问客户合适的会议时间)
④ what is your availability for meeting over the nextfewdays?(询问客户接下来几天方便会议时间)
⑤ Perfect,I'll send you a calendar invite to confirm.(当客户电话中确认会议时间，回应邮件会更新会议邀请)
九、电话客户，非本人接
① can I leave a message for him/her?(电话客户，非本人接电话)
② could you tell him/her that I called,please?(电话客户，非本人接，告知对方你来电过)
③ could you ask him/her to call me backplease?(电话非本人接，告知对方让客户回电)
④ Okay, thanks.I'll call backlater.(会再来电)
十、和客户电话时信号不好
① It seems the network is not good now.I will send youan email for your required details(电话信号不好，改发邮件)
② I'm sorry,we have a bad connection. Could you giveme your phone number and I'll call you right back?(通讯软件信号不好，改打电话)
③ I think we have a bad connection.Could you speak alittle louder,please?(电话信号不好，让客户声音大一点)
④ I'm sorry,could you repeat that?(听不清，让客户重复)
十一、电话结束语
① Thanks for that, we really appreciate it. I'll make anote by email for our discussion then.Have a nice day.(结束通话前告知客户会发邮件书面总结)
② Thank you for your call. Do you have any otherquestionsorconcerns?(询问客户有无其他问题)
③ Thank you for your call. Enjoy your evening.(常规电话结束语)
④ Than you for your time. Have a nice day.(常规电话结束语)
