Effective Listening <<
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Listening skills
聆聽技巧
The example below illustrates effective listening skills.
下面的示例說明了有效的聆聽技巧。
Representative: Hello, thank you for calling the Metro Power Company, how may I help you?
代表：您好，謝謝您致電都會電力公司，我該如何幫助您？
Customer: Hi, I need to report that my power is currently out.
客戶：您好，我這裡目前停電
Representative: I’m happy to record the outage. I’ll need to get just a bit more information from you to properly document the outage. What is the service address, please?
代表：我很高興為您記錄停電情況。我需要從您那裡獲取更多信息，以正確的記錄停電情況。請問服務地址是什麼？
Customer: 456 Park Street, Cityville, Delaware.
客戶：特拉華州Cityville公園街456號
Representative: Thank you. And your name, please?
代表：謝謝。請問您的名字？
Customer: Emily Fisher.
客戶：艾米麗·費舍爾。
Representative: Thank you Ms. Fisher. You are indicating that your power is out now. Let me check to see if we are already aware of the outage in your area.
代表：謝謝費雪女士。您回報停電情況。讓我檢查一下我們是否已經知道您所在地區的停電情況。
(pause)
(暫停)
Representative: Thank you for your patience while I pull the information up in our system.
代表：謝您在我在系統中獲取信息時的耐心配合。
Customer: Sure.
客戶：好的。
Representative: OK, thanks again for your patience. An outage in your area has been documented, and there are currently technicians working to correct the issue.
代表：好的，再次感謝您的耐心配合。已記錄您所在的區域停電，目前有技術人員正在修復此問題。
Customer: Do you know when service will be restored?
客戶：您知道何時恢復供電嗎？
Representative: The current estimate is that power should be restored in two to four hours.
代表：約莫在兩到四個小時內恢復供電。
Customer: Well, that’s not too bad. Thanks for the information.
客戶：嗯，還算不錯。謝謝提供信息。
Representative: You’re quite welcome. Is there anything else that I can help you with today?
代表：非常歡迎。今天還有什麼我可以幫助您的嗎？
Customer: No, that’s all.
客戶：不，僅此而已。
Representative: Thank you for calling Metro Power Company.
代表：感謝您致電都會電力公司。
原文:
In the conversation that we just reviewed, the customer service representative is polite, asks clarifying questions and confirms that she has the correct information, which indicates that she is using effective listening skills. She also thanks the customer for her patience with the outage and provides information on when the power is expected to be turned back on. The customer service representative also asks if the customer has any additional needs and thanks her for reporting the outage. All of this is conducted in a polite tone of voice.
翻譯:
在我們剛剛審核的對話中，客戶服務代表很有禮貌，詢問您要澄清的問題並確認她掌握了正確的信息，這表明她正在使用有效的聆聽技巧。她還感謝客戶對停電的耐心等待，並提供了有關何時應重新打開電源的信息。客戶服務代表還詢問客戶是否還有其他需求，並感謝她報告中斷情況。所有這些都是以禮貌的語調進行的。
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