Telephone Answering Skills

1, you represent the company, and almost all the phone calls during office hours.

2. The way you speak, the way you deal with the problem will affect the customer's judgment on the company's efficiency, friendliness, facilities, and grade.

3, you can find a potential customer or partner for your company: your professionalism directly affects the service level and public image of the company, and has an important impact on marketing and promotion.

Two, answering telephone etiquette

1. Answer within three rings.

All incoming calls must be answered quickly within three channels to fully reflect the efficiency of CPE.

If the phone is ringing for more than four times, if you do not pick up the phone, you should first apologize to the other person: "sorry to keep you waiting."

What can I do for you? "

2, first say hello, then unit, and greetings.

This will avoid the confusion of identity and the wrong number of calls.

Standard phrase: "Hello, Peng Da holiday. What can I do for you?"

1) say hello to the newspaper - tell the unit - say hello, avoid yourself saying nothing, just ask the other person: "what is your name? Which unit are you in?" this is very impolite.

2) Hello, newspaper units and greetings. The order of the three words should not be reversed.

It seems polite and kind.

3, avoid using too casual language.

A warm, rhetorical statement is half the answer to a telephone's success, so don't use informal, unprofessional and impolite words.

There should be no excuse for speaking Putonghua and using standard language.

4. Keep a good record.

If it is important, make a note.

Repeat each other's words to check if they are correct.

Then you should wait for the other person to finish the conversation. If the phone is not fixed, you can inform the other person if you want to ask for leadership.

Elements of record:

1) call time, date 2) caller name 3. Message to whom?

4) caller's telephone number 5) message content

6) whether the message is urgent or not 7) record the name or signature of the message.

8) pay attention to the accuracy of the message, and repeat the contents of the phone once.

5, when the telephone conversation is finished, it should be put forward by one side of the telephone, and then be polite to each other. It should have a definite concluding remarks, say "thank you", "goodbye", and hang up the phone again. You can't hang up the phone just after you finish talking.

Three, to answer the phone's attention:

1, the phone picked up within the three ring of the bell.

2, do not speak to two people at the same time. If you need to consult with colleagues, you should tell the other person.

3, answering phone calls should be natural and friendly, and respond actively to the unit. Even if the other person is rude, we must be polite.

4, when answering the phone, we should pay attention to keeping the distance between the mouth and the microphone about 4 centimeters. Close the ear to the microphone, listen carefully to the other's speech, and usually take the phone in the left hand so that the right hand can keep a good record at any time.

5, do not give customers the impression that we are interrogating customers like prosecutors; we should be polite and friendly, so that we feel that we are standing on the other side's position, especially when we verify our identity.

6, do not ask "your name", but should ask, "how do I address you?"

7, do not reveal impatient tone.

For example, sometimes customers may ask a few times about the same question. At this time, be patient, instead of saying, "did I not tell you?" and so on, can say: "I'm sorry, maybe I just did not explain it clearly, let me explain it again for you."

8, when asking questions to answer immediately, the expression should be clear and concise.

If you can't answer it right away, you should say, "I'm sorry to wait for a few minutes. I'll call you back when I have consulted. Please leave your contact number."

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10, do not fight against angry customers (especially for our problem owners).

In this case, whether the client is reasonable or unreasonable, apologizing is the first step. After that, ask questions to understand the situation and give the client a very clear concept of what we will do next.

But we must remember that we must not give any commitment to our customers, whether it is something our company can do or not.

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