商務電話必備句型：接聽、轉接與留言

商務電話是許多台灣職場人士的噩夢：聽不懂對方說什麼、不知道怎麼回應、害怕口音或語速。其實，電話溝通與面對面不同——你無法依賴表情與肢體語言，只能靠聲音與用詞。只要掌握接聽、轉接、留言、結束通話等核心句型，並了解常見情境的應對方式，商務電話就能變得順暢許多。本文整理商務電話必備句型，涵蓋接聽、確認身份、轉接、對方不在、留言、結束通話等情境，並提供常見錯誤、情境模擬與練習建議，幫助你在電話中展現專業與自信。

情境一：標準接聽電話

接聽電話的第一句話要清楚表明公司名稱、自己的身份，並詢問對方需求。這是專業形象的開始。

Good morning, [Company Name]. This is [Your Name]. How may I help you?

最標準的接聽句型，適用於公司總機或部門電話。

Good afternoon, you've reached [Department Name]. [Your Name] speaking. How can I assist you today?

部門電話的變體，同樣清晰專業。

Thank you for calling [Company Name]. This is [Your Name]. What can I do for you?

「Thank you for calling」是常見的禮貌開場。

[Company Name], [Your Name]. How may I direct your call?

簡短版本，適合熟練後使用，但仍需清楚。

Hi, this is [Your Name] from [Company Name]. Sorry, I missed your call. How can I help?

回撥或漏接後回電時使用。

接聽時的注意事項

• 在第三聲鈴聲內接起，避免讓對方久等
• 語速比平常稍慢，咬字清楚
• 微笑說話——雖然對方看不到，聲音會更友善
• 手邊準備紙筆或電腦，方便記錄重要資訊

情境二：確認對方身份與來電目的

在轉接或處理請求前，禮貌地確認來電者身份與來電目的，有助於正確處理。

May I ask who is calling, please?

標準的確認身份句型。

Could I have your name and company, please?

同時確認姓名與公司，適合 B2B 情境。

And what is the call regarding?

確認來電目的，方便判斷是否轉接或自行處理。

May I ask what company you're calling from?

確認對方公司，尤其對陌生來電。

Is [Name] expecting your call?

確認是否為預約來電，可加快處理流程。

Could you spell your last name for me, please?

姓名不清楚時，禮貌請對方拼讀。

情境三：轉接電話與請對方稍候

轉接前務必告知對方稍等，並說明將轉給誰。若需較長時間，應定期回報進度。

Please hold for a moment. I'll transfer you to [Name/Department].

標準轉接句型。

Let me connect you with the right person. One moment, please.

表示會幫對方找到正確聯絡人。

I'm going to put you through to [Name] now. Please hold.

「put you through」是轉接的地道說法。

Thank you for holding. I'm still trying to reach [Name]. I'll put you through as soon as they're available.

若對方等候較久，主動更新狀態。

I'm afraid [Name] is on another call at the moment. Would you like to hold or call back later?

對方忙碌時，提供等候或稍後回電選項。

I'll transfer you now. If we get disconnected, please call back at [number].

轉接前提醒斷線時的回撥方式。

情境四：對方不在與留言

當要找的人不在時，提供留言或回電選項，並確實記錄與傳達。

I'm afraid [Name] is not available at the moment. May I take a message?

標準的「對方不在」句型。

Would you like to leave a voicemail, or shall I ask them to call you back?

提供留言或回電兩種選擇。

[Name] is in a meeting until [time]. Can I take a message and have them return your call?

說明對方狀態與預計回覆時間。

Could I get your name, number, and a brief message?

記錄留言的標準問句。

What is the best number to reach you at?

確認回電號碼。

And what is this regarding? I'll make sure [Name] gets the message.

確認留言主旨，確保傳達準確。

I'll pass this message along to [Name] as soon as they're available.

承諾會轉達留言。

情境五：結束通話與確認資訊

結束通話前確認是否還有其他需求，並禮貌道別。重要資訊應重複確認。

Is there anything else I can help you with?

結束前確認是否還有其他需求。

Thank you for calling. Have a great day!

標準的結束道別。

I'll make sure [Name] gets your message. Thank you for calling [Company Name].

留言後的結束語。

So to confirm, you're [Name] from [Company], and you'd like [Name] to call you back at [number] regarding [topic]. Is that correct?

重複確認重要資訊，避免錯誤。

Let me repeat that back to you: [details]. Did I get that right?

複述對方提供的資訊，確保正確。

Thank you for your patience. We appreciate your business.

對等候或配合的客戶表達感謝。

情境六：聽不清楚或需要對方重複

電話中聽不清楚是常態，不要假裝听懂。以下句型可禮貌請對方重複或放慢。

I'm sorry, could you repeat that, please?

請對方重複。

I'm sorry, I didn't catch that. Could you say it again?

「didn't catch」表示沒聽清楚。

Could you speak a little more slowly, please?

請對方放慢語速。

I'm having trouble hearing you. Could you speak up a bit?

請對方提高音量。

Sorry, the line is breaking up. Could you repeat the last part?

線路不穩時使用。

Could you spell that for me, please?

請對方拼讀（姓名、email、地址等）。

常見錯誤

錯誤一：接聽時只說 "Hello" 而不表明身份

• 改為：清楚說出公司名、自己的名字，並問 "How may I help you?"

錯誤二：轉接時不告知對方，直接斷線或長時間無聲

• 改為：先說 "Please hold" 或 "One moment"，轉接失敗時回來說明

錯誤三：不記錄留言或記錄不完整

• 務必記錄：來電者姓名、公司、電話、時間、主旨、是否需回電
• 複述給對方確認後再結束通話

錯誤四：假裝聽懂，導致後續誤會

• 聽不懂就請對方重複，比錯誤理解更好

錯誤五：語速過快或含糊

• 電話中語速應比面對面慢 10–20%，重要資訊可重複一次

錯誤六：結束時過於倉促

• 避免：處理完就說 "Bye" 掛斷
• 改為：確認無其他需求後，說 "Thank you for calling. Have a great day."

情境模擬：完整商務電話對話

以下是一段模擬的商務電話對話，涵蓋接聽、確認、轉接、留言與結束：

Receptionist: Good morning, Apex Solutions. This is Jenny. How may I help you?

Caller: Hi, I'm calling to speak with David Chen in the sales department.

Receptionist: May I ask who is calling, please?

Caller: This is Michael Wu from Global Trade Inc. I have a question about our order.

Receptionist: Thank you, Mr. Wu. Please hold for a moment. I'll transfer you to David Chen in sales.

[Hold]

Receptionist: I'm sorry, Mr. Wu. David is in a meeting at the moment. May I take a message, or would you like him to call you back?

Caller: A callback would be great. My number is 02-2345-6789.

Receptionist: Could you spell your last name for me, please?

Caller: W-U.

Receptionist: Thank you. And what is the call regarding?

Caller: It's about order number GT-2024-0892. We need to confirm the delivery date.

Receptionist: So to confirm: Michael Wu from Global Trade Inc., callback at 02-2345-6789, regarding order GT-2024-0892 and delivery date confirmation. Is that correct?

Caller: Yes, that's right.

Receptionist: I'll make sure David gets your message and calls you back as soon as he's available. Is there anything else I can help you with?

Caller: No, that's all. Thank you.

Receptionist: Thank you for calling Apex Solutions. Have a great day!

Caller: You too. Goodbye.

練習建議與檢查清單

事前準備：

• 熟記公司全名、自己姓名、部門名稱的英文發音
• 準備常用聯絡人名單，方便轉接
• 手邊備紙筆或留言模板

通話中檢查：

• 接聽時是否清楚表明身份？
• 轉接前是否告知對方稍等？
• 留言是否記錄完整並複述確認？
• 聽不懂時是否禮貌請對方重複？
• 結束前是否確認無其他需求？

練習方式：

• 與同事或語言夥伴模擬電話情境（接聽、轉接、留言）
• 錄下自己的練習通話，檢查語速、清晰度、語調
• 聽英文商務電話範例（YouTube、語言學習 App），模仿語調與句型
• 建立個人句型卡，貼在電腦旁方便快速參考

進階句型：外撥電話與視訊會議電話

除了接聽電話，外撥電話和視訊會議中的電話溝通也需要專門的句型。以下整理外撥開場、預約確認、以及視訊中切換電話的常用表達。

Hi, this is [Your Name] from [Company]. I'm calling regarding [topic/purpose].

外撥電話的標準開場，清楚表明身份與來電目的。

I'm calling to follow up on the email I sent on [date] about [subject].

接續先前 email 的電話跟進，幫助對方快速回想。

Is this a good time to talk, or would you prefer I call back later?

外撥時先確認對方是否方便接聽，展現尊重。

I'm calling to confirm our meeting scheduled for [date] at [time].

確認預約會議的電話開場。

I was wondering if we could reschedule our call from [original time] to [new time].

請求改期時的禮貌表達。

Could you hear me okay? I think there might be an issue with my connection.

視訊或電話中連線不穩時，主動確認對方能否聽清。

Let me switch to a phone call — the video seems to be lagging on my end.

視訊不穩時提議切換為電話，確保溝通順暢。

I'll send you a calendar invite with the dial-in details right after this call.

電話中約好會議後，承諾寄送會議邀請。

I'm returning your call from earlier today. You left a message regarding [topic].

回電時說明是回應對方先前的留言。

We seem to have a bad connection. Would it be better if I call you back on a landline?

連線品質差時，提議改用市話回撥。

Thank you for your patience while I looked up that information for you.

查詢資料讓對方等候時，表達感謝。

總結

商務電話的關鍵是「清楚、禮貌、確認」。接聽時表明身份、確認來電者與目的、轉接前告知稍等、對方不在時提供留言或回電、結束前確認資訊與需求。掌握本文各情境的句型，並避開常見錯誤，商務電話就不再是壓力來源。從下一次接聽電話開始，刻意使用一兩個新句型，逐步建立信心與專業形象。