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The Key Points And Taboo Of Receiving Customer Calls

2008/11/13 11:48:00 41904

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　　1、融入笑容的聲音

Even if you don't see people talking to you, you should treat them as if they were in front of you.

They have been watching your voice, including intonation and mood, and you need to put all your attention on the phone.

Your attitude should be polite, sound moderate, clear and soft, do not shout or sound on the phone.

Interestingly, if you want to make your phone sound good, you try and smile, but when you hear your voice, it's like you are smiling.

You can try this experiment. It's very effective. People can tell you whether your mood is happy or annoyed by your voice.

2、辦公室電話禮儀

（1）接聽電話

In a multinational office, calls must be answered after the second ring.

The company should answer the phone very regularly. After courtesy, it will first announce the name of the company or department.

Such as: "Hello, Yuesai.

Can I help you? "If you are a secretary, you should say," Hello!

This is the Office (Mr. / miss), I am (name).

Can I help you? "Don't pick up the phone and ask," Hello!

Who are you looking for? "

If you can't make a phone call more than four times at a time, pick up the phone and apologize to the other person: "I'm sorry to have kept you waiting."

When the person on the phone explains who to look for, there are three situations. One is that I just answered the phone; two is myself, but he is not answering the phone; three, he is not in the office.

In the first case, he said, "I am. Who are you?"

In the second case, the receiver said, "he wants to be on the side. Please wait a moment."

In the third case, the receiver said, "sorry, he just went out.

Would you like to leave a message? "

Never say "no", just hang up the phone. The caller needs to leave a message. He should clearly give name, unit, telephone number and message, but he should pay attention to succinct speech and save time.

I often make long-distance calls from the United States to find friends in my country, but because his colleagues or family members are rude, I can't leave messages, wasting a lot of money and time, and I need to dial again to find someone.

It's easy to make a speech for your colleagues. It's not difficult. Then this helps and helps two people. Why not?

It's best to call him when others are convenient, not just when you are convenient.

The conversation can start like this:

"Is it appropriate to talk with you now?"

You should also consider whether others are convenient to talk with you on the phone for a long time.

When you end the phone conversation, you should always ask the person on the phone to ask for it. Then you can say goodbye to each other, say goodbye, and hang up the phone. Don't hang up the phone just after you finish talking.

No matter what the reason is, telephone interruption, the first person to call should redial.

If you talk to someone in his office, and suddenly he receives an urgent call, you should ask, "should I go out for a while?"

And when he answers the phone, he should say, "I'm sorry, I have to answer the phone."

When you talk, pay attention to the background.

There is too much television or radio. Please try to make it lighter.

When you make a long-distance call to someone to ask for help, just when the other party is away, you should choose the right time to fight again. It is best not to let the other person call back, because the other person may worry about the expensive telephone bill.

If you dial the wrong number, you should say, "sorry, I dialed the wrong number."

If you receive a wrong call, you should be polite enough to tell the wrong person to dial the wrong number, ask him to redial again and not embarrass the other party.

(2) secretary's telephone etiquette.

If you use a new secretary, you should teach your secretary a good telephone etiquette and gradually instil all the essentials to her.

First of all, let her not participate too much in your phone, so that you can hardly contact the caller directly.

For this reason, as her boss, you should at least give her the following list:

Your closest relatives, family members, friends, doctors, teachers...

Those who can get in touch with you immediately.

After receiving such a call, the Secretary will say, "I know the boss wants to talk to you right away."

Your important customers, if you have time, talk to them.

If there is no time, the secretary should say, "I know that the boss wants to hear from you. He is receiving another long distance call. I will tell him to call you back when he is finished."

If you don't want to answer the phone, you can receive such a call. The Secretary said, "I'm sorry, the boss is still in a meeting now. He has no time to answer the phone.

So I can only suggest that you write a letter to you and send it to the office.

At the same time, tell the Secretary, do not let anyone wait for more than 15 seconds. If you have to stay longer, ask him to tell the caller that you will call him back in a few minutes.

Then it is necessary to do so.

In addition, you should teach your secretary how to pfer the call to other people.

In other words, let her know more about the company and what people are responsible for, so that when you are away, she will be able to refer the phone to other people who are also capable of solving such problems.

（3）做好電話留言

When someone calls you, it's polite to call back on the same day.

But if you haven't received a phone call, it's best to be in the office for two days. Everyone has different time to leave or go out to work, work and in the middle. When answering your colleagues' phone calls, they should make phone messages for colleagues and record names and telephone numbers of others.

We should help each other in this respect.

It's the same at home.

We should think more of others, whether in life or in work.

Now many people are installing tape recordings on the phone.

When you leave the device, you can record the incoming phone message.

When recording your own voice, pay attention to the intonation of the wording and say, "sorry, I'm not at home now. Please leave a message."

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When you hear a message, you should speak directly about the message you want to leave.

When you leave a message, the most important thing is to clearly say your name, slowly tell your return number and concise information, so you'd better repeat the number slowly.

(4) pay attention to time difference.

My home in the United States sometimes receives long-distance calls at 5 a.m., which is very impolite.

In particular, attention should be paid to time difference in making international calls.

If you really need to call in the middle of the night, you can see if the local telephone company has Call Waiting equipment so that others can know if anyone has called him.

Time choices include choosing the time to call and the duration of the telephone conversation.

In addition to important matters or prior arrangements, usually do not call before 7:00 in the morning or after 10:30 pm, so as not to affect the rest.

At the same time, we should also pay attention to the time difference between countries and regions.

The United States, for example, has 3 hours of jet lag on the east coast and the west coast.

There are 8 hours' difference between Hawaii and the east coast.

（5）不要煲“電話粥”

When you are in a hurry and the other party is always on the front line, you will be very anxious.

However, have you ever had a "phone call" situation yourself?

Phone calls must not be chattered, focused, nagged or talked about, but to be concise and save time.

The duration of telephone conversations depends on how much they talk.

If it is not for an appointment, the time should be more than 5 minutes, so you should first give your main idea and ask if the other person is speaking right now. If it is not convenient, ask the other party to make another appointment.

Sometimes people who come to the phone are bothersome, and you don't want to spend more time talking with him. You can politely say, "I don't want to take up too much of your time. I'll talk later, OK?"

3、家中電話禮儀

Next to my phone, I keep a pen and a small notebook to record important items in the call.

This must be prepared beforehand.

Because these things can be seen everywhere in the office, and sometimes they need to be looked for at home.

　　家中的電話在鈴響起后也應馬上接聽。

When you call, pay attention to the noise around you.

The sound of your TV and stereo sounds from inside the microphone is loud; the sound of chewing food in your mouth sounds like a storm; if you chew gum to make a blattling noise, it sounds like a machine gun fire.

It's impolite for some people to talk while doing something else, or to talk and laugh with the people next to you while they are on the phone. So if you want to eat and talk, you must apologize and say, "do you mind?"

Sorry, I'm eating. "

How can a child answer the phone at home alone?

Write a simple phone number list for your child and how to answer the phone politely, and put it on the phone to remind him at any time.

If a stranger calls, ask, "is your mom and dad at home?"

The child could not recognize the voice. He should teach you not to give any information to the other person. You can teach him to say, "I'm sorry, she can't come to the phone right now. Leave a message. I'll ask her to call you back."

If the stranger goes further, "OK, did she go to the meeting?"

Or "does she want a company?"

Then the child should answer: "she is busy now, can not be disturbed!"

It doesn't mean telling your child to lie. He simply says that mom can't come to the phone right now.

You can pretend to be a stranger to talk to your child.