Telephone Etiquette

1. Telephone answering skills

Purpose

By phone, the caller left an impression that key bridge communication is a courteous, warm, enthusiastic and efficient company. We should be enthusiastic when we answer the phone, because we represent the image of the company.

2. The left hand holds the receiver and the right hand takes the pen.

Most people use the right hand to pick up the telephone receiver, but in the process of telephone communication with customers, they often need 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 unhealthy 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.

(3) the telephone calls rang within three tones.

Pay attention to voice and expression.

You must speak clearly, facing the microphone and pronouncing accurately. When you talk on the phone, you can't yell or whisper, but use your normal voice and try to use a warm and friendly tone.

You should also adjust your expression. Your smile can be delivered by telephone. Use polite phrases like "thank you". "What can I do for you?" "You're welcome."

Keep correct posture.

The correct posture should always be maintained when answering the phone. 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 the caller feel your joy.

Repeat the key points of the call.

Before answering the phone, do not forget to repeat the key points of the call, prevent misunderstandings caused by recording errors or deviations, and make the whole work more efficient. For example, information on meeting time, location, telephone number, area number and so on should be checked, proofread and avoided as far as possible.

Last thank you.

The last word of thanks is also a 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.

Let customers first take the line.

Whether it's manufacturing or service industries, we should keep in mind that customers should take the first place in the process of making phone calls and answering telephone calls. 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.

When you are talking on the phone and visiting the guests, you should first entertain visitors in principle. At this point, you should apologize to the caller as soon as possible and hang up the phone after you get the permission. However, when the content of the phone is very important and cannot be hung up immediately, the visitor should be told to wait a moment, and then continue to talk.

2. Telephone transfer process

When we receive an outside call, we should follow the following procedures:

(1) use the following statement: "Hello, key bridge communication."

2. Different callers may ask to transfer to some people. Any phone call to the manager or leader must first be transferred to the relevant secretary or assistant. This ensures that managers or leaders are not disturbed by unimportant phone calls.

(3) if a caller requests someone to transfer to a post, such as "would you please call your HR Director?" "I'll transfer you to his office." Then, we try to transfer the call to the relevant secretary.

(4) if the caller says the name of the person you want to find, you must answer, "just a moment, please. I'll help you transfer to his office." Then, I tried to transfer the call to the relevant secretary.

If the Secretary's line is busy or you can't find a secretary, you must answer: "sorry, Mr. *, the line is busy. Would you like to wait?"

If the other person answers "yes", please keep the caller's phone free, but wait until the next minute, you must confirm with the caller whether you want to continue to wait. You must say, "Mr. Ma's line is still busy. Would you like to wait?" If you answer "no", you must say, "may I tell you something?"

If you know that the relevant personnel are not in the office now, you must say, "I'm sorry, Mr. * is not in the office for the time being. Is there anything I can tell you?" Or, "sorry, Mr. * * has gone to Hongkong on business. What can I tell you?"

If the caller does not want to talk to someone who is uncertain or who is uncertain, you must say, "what can I do for you?" Understand the purpose of the caller through dialogue with him. If it's a complaint call, you should listen carefully and help them find someone who can help, but you can't directly transfer the phone to the company leader. If it's a general sales call, you must say, "I'm sorry, Mr. * * is out in Hongkong. His secretary can't get in touch for a while. What information do you need to convey to me?"

If the caller dialed the wrong number, you must say, "excuse me, did you dial the wrong number? This is the key bridge communication. If necessary, you can also tell the caller that "the number here is 25625233".

If a call takes longer time and there are other calls coming in, you must say, "excuse me, sir, could you wait a moment and let me pick up another phone?"

When you switch on the phone, tell your leader or secretary's name if you know.

Four, etiquette and order within the company

1, leaving and going out

The particularity of the front desk staff determines that their seats should not be too long, usually not more than 10 minutes. If you need to go out for special reasons, you should first find the agent and give clear answers to the phone calls.

2, strictly observe working hours

Receptionists should strictly observe their work schedules. Under normal circumstances, you should arrive 5-10 minutes ahead of time, and you should delay 20-30 minutes in the afternoon.

3, gossip and conversation

We should distinguish between gossip and conversation. Front desk staff should try to avoid long time private phone calls. You should not even chat with other colleagues at the front desk.

4. Abide by the company system.

5. About professional ethics.