Telephone Answering Skills

Telephone is a convenient tool for communication and communication between modern people.

In the era of no telephone calls, it is very likely that we must go all the way to visit one another in order to speak one sentence.

Now, you can contact your partner immediately by phone.

In the field of business, telemarketing can improve the overall efficiency of the company.

As the telephone application is becoming more and more extensive in commercial activities, it is very necessary for the company's relevant personnel to master some phone answering skills, such as keeping a warm and friendly attitude during the reception process, determining the purpose of the call, and determining the identity of the caller. 1., the left hand receiver and the right hand pen, are mostly used to pick up the telephone receiver with the right hand. However, in the process of telephone communication with the customer, it is often necessary to make necessary written records.

When writing, usually the microphone is clipped on the shoulders, so that the phone can not be easily clamped down and shrill, so as to bring discomfort to the customers.

In order to eliminate this undesirable phenomenon, we should advocate using the left hand to hold the receiver, write or manipulate the computer with the right hand, so that we can easily achieve the purpose of communicating with customers.

2. ringing the phone rang two times after answering the phone. Inside the company, many employees offended customers by worrying about the improper handling method, thus causing the boss to blame. Therefore, many people regard the phone as a hot potato and have the emotion of not answering the phone as far as possible.

In fact, the process of telephone communication with customers is also a process of training employees' abilities.

It's not difficult to answer the phone if you develop good listening habits.

Usually, the phone should be answered after two phone rings. If the ringing of the phone ringing on the three ring is still unanswered, customers will often think that the employee's mental state is not good enough.

3. reported the name of the company or department --- Hello, may I ask who is calling? After the call is connected, the caller should first greet the other person, and immediately announce the name of the company or department, such as "Hello, this is a certain company..."

With the growth of age, many people will not be able to put their weight down. When they pick up the phone, they often ask, "Hey, who are they looking for? Why?"

This is very impolite. We should pay attention to it and greet our customers with courtesy.

4. determines the identity of the caller - the name / company name / location of the city.

Telephone is the lifeblood of communication. Many large companies call through the front desk. If the listener does not ask the identity of the caller, it is difficult to answer the questions during the pfer process, which wastes valuable working hours.

In the process of determining the identity of callers, we should pay special attention to giving each other friendly and easy-going greetings to avoid impatience.

5. listen to the purpose of the call clearly and understand the purpose of the call, which is conducive to the proper handling of the call.

The receiver of the telephone should find out the following questions: what is the purpose of this call?

Could you give me a message?

Is it necessary for the naming person to answer in person?

Is it a general telemarketing or a telephone call?

Every employee in the company should take the initiative and not be absent minded because it is not his phone.

6. pay attention to the politeness and expressive politeness in communication. The politeness reflects the basic quality of a person, and the habit of forming polite words at any time can make customers feel relaxed and comfortable.

Therefore, pay attention to the voice and expression when answering the phone.

Pleasant voice and friendly manner will give customers the urge to come to the company in person.

Do not expose your bad mood in the process of answering the phone, nor do you want to trample the company's golden signboard under your feet because of your voice.

7. keep the correct posture. When you answer the phone, you should always maintain the correct posture.

Under normal circumstances, when a person's body slightly sinks, when the Dan Tian is oppressed, it is easy to cause the sound of Dan Tian not to be emitted. Most people use the chest in speech, so it is easy to dry up. If using the sound of Dan Tian, not only can make the voice have magnetism, but also will not hurt the throat.

Therefore, keep sitting posture, especially not on the edge of the table, so that the voice can be natural, fluent and pleasant.

Besides, keeping a smiling face can also make your customers feel your joy.

8. repeats the key points of the call. Don't forget to repeat the key points of the call before you answer the phone, so as to prevent misunderstandings caused by recording errors or deviations, and make the whole work more efficient.

For example, information on meeting time, address, telephone number, area number, etc. should be checked, proofread and avoided as far as possible.

Thank you for your call, and I wish you a good job. Thank you for your final thanks. 9. is also the basic etiquette.

Customers must be guests and guests should be respected. They should not be ignored because they are not directly facing the customers.

In fact, customers are the company's parents. The growth and profitability of the company are closely related to the customers' dealings.

Therefore, employees should be grateful to their customers and thank them.

10. allows customers to take the first line, whether it's manufacturing or service industries.

Because once you hang up the phone, the other person will hear "click" sound, which will make the customer feel uncomfortable.

Therefore, when the phone is about to end, it is polite to ask the customer to take the line first, then the whole telephone will be successfully concluded.

The following is a case of telephone etiquette: Ms. Lin Yu of Taiwan calls Mr. Gao Qi of time company to discuss business.

Hello, time company.

Who are you calling, please?

Lin Yu: is Gao Qi in?

Colleague: where are you from?

Lin Yu: I am Lin Yu, Taiwan.

Colleague: please wait a moment. I'll connect you to see if he is in.

Lin Yu: Thank you!

Miss Lin: I'm sorry, Miss Lin.

Gao Qi has not gone back yet.

May I ask if you have anything I need to tell him?

Lin Yu: please tell me about Gao Qi's video script. I have Mail to his mailbox, please ask him to come back and see if there is anything to be changed.

Colleague: OK, I will tell Gao Qi that you have brought the script SEND.

Lin Yu: Thank you!

Don't mention it!

Lin Yu: goodbye!