Telephone Etiquette And Customer Communication Skills

(1) an important first sound. When we call a certain unit, if we connect it, we can hear the friendly and graceful greeting of the other party. We will be very happy in the heart, so that the dialogue between the two sides can be carried out smoothly and have a better impression of the unit.

If you pay attention to your behavior on the phone, you will leave a different impression on the other person.

He said, "Hello, this is XX company".

But the voice is clear, melodious and articulate, leaving a good impression on the other side, and the other party will have a good impression on its unit.

So remember that when you answer the phone, you should have the sense of "I represent the unit image".

Two, we must have a happy mood. When we make a phone call, we should keep a good mood, so that even if the other person can not see you, you will be infected by the cheerful tone. You will leave a good impression on the other person. Since facial expression will affect the change of voice, you should also be able to deal with the mentality of "the other side looking at me" on the phone.

(three) correct posture and clear and bright voice can not be allowed to smoke, drink tea or snacks during the phone call. Even the lazy posture can listen to each other.

If you are bent on your chair when you call, your voice will be lazy and listless. If you sit upright, your body will be straight and your voice will be pleasant and vibrant.

So when you call, even if you can't see the other person, you should regard it as your partner's eyes and pay attention to your posture as much as possible.

The voice of Wen Ya should be polite and express in sincere words.

Keep the distance between the mouth and the microphone, and control the volume properly so as not to hear clearly and breed misunderstanding.

Or because loud voice, let people mistaken for arrogant.

(four) quickly and accurately answer the modern staff's busy business. There are often two or three telephones on the table. When you hear the phone ringing, you should pick up the receiver correctly and answer the phone. Priority is given to long distance calls, preferably within three tones.

The phone rings for about 3 seconds. It's impolite to wait for a long time without a phone call or to keep the person waiting. The other person will be very impatient when waiting, and your unit will leave him with a bad impression.

Even if the telephone is far away from you, when there is no other person near the phone, we should pick up the receiver with the fastest speed. This attitude should be owned by everyone. This habit should be cultivated by every office worker.

If the phone rings five times to pick up the microphone, you should apologize to the other person first. If the phone rings for a long time, pick up the phone just "hello", the other will be very dissatisfied, will leave a bad impression on the other side.

(five) take a careful and clear account of the 5WIH skills. Keep in mind that 5W1H means When, when Who, Who, Where, What and Why.

These data are very important in the work.

Calling and answering the phone are of equal importance.

Telephone records should be concise and complete, depending on 5WIH skills.

(six) effective telephone communication. Telephone calls during work hours are almost all related to work. Every phone call is very important and must not be perfunctory. Even if the person is not there, avoid answering it rash: "he is not here" is about to hang up.

When you answer the phone, you should also try to ask the reason as far as possible and avoid any mistake.

When inquiring the telephone numbers of other units in the Department, the other party should promptly check and tell them.

First, we should confirm the identity of the other person and understand the purpose of the other party's call. If we can not handle it, we should also record it carefully and explore the purpose of each other's euphemism.

They should listen patiently to each other's questions. When expressing their opinions, they should be allowed to speak freely, unless they have to.

During this period, questions and needs can be explored.

Paying attention to listening and understanding, empathy and affinity are the key to effective telephone communication.

When a person receives a blame or critical phone call, he should euphemistically explain and apologize to him or thank him for not arguing with the speaker.

We should pay attention to the correctness of the telephone conversation matters, and make clear the matter clearly, so as to increase the recognition of the other party and not to perfunctory matters.

If you need to search for data or contact other cases, you should first estimate the length of time that may be spent. If you check or check for a long time, you'd better not let the other party wait for a long time. You should use a separate reply and reply as soon as possible.

When you ask for a form by telephone, you should record the case and grasp it as soon as possible.

If you want to finish your phone conversation before you hang up the phone, you usually have to ask the person on the phone to ask for it. Then you should be polite to each other. You should have a definite concluding remarks, say "thank you", "good-bye", and hang up the phone again, so you can't hang up the phone just after you finish talking to yourself. "Seven".

The telephone is of the same importance.

Telephone records should be concise and complete, depending on 5WIH skills.

(six) effective telephone communication. Telephone calls during work hours are almost all related to work. Every phone call is very important and must not be perfunctory. Even if the person is not there, avoid answering it rash: "he is not here" is about to hang up.

When you answer the phone, you should also try to ask the reason as far as possible and avoid any mistake.

When the other person inquires the phone number of other units in this department, it should be quickly checked and not not known.

First, we should confirm the identity of the other person and understand the purpose of the other party's call. If we can not handle it, we should also record it carefully and explore the purpose of each other's euphemism.

They should listen patiently to each other's questions. When expressing their opinions, they should be allowed to speak freely, unless they have to.

During this period, questions and needs can be explored.

Paying attention to listening and understanding, empathy and affinity are the key to effective telephone communication.

When a person receives a blame or critical phone call, he should euphemistically explain and apologize to him or thank him for not arguing with the speaker.

We should pay attention to the correctness of the telephone conversation matters, and make clear the matter clearly, so as to increase the recognition of the other party and not to perfunctory matters.

If you need to search for data or contact other cases, you should first estimate the length of time that may be spent. If you check or check for a long time, you'd better not let the other party wait for a long time. You should use a separate reply and reply as soon as possible.

When you ask for a form by telephone, you should record the case and grasp it as soon as possible.

If you want to finish your phone conversation before you hang up the phone, you usually have to ask the person on the phone to ask for it. Then you should be polite to each other. You should have a definite concluding remarks, say "thank you", "good-bye", and hang up the phone again, so you can't hang up the phone just after you finish talking to yourself. "Seven".