Telephone Communication Basic Etiquette

　 1. the left hand holds the receiver and the right hand takes the pen.

Most people use the right hand to pick up the phone. Customer Conduct Telephone communication 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 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.

　　 2. the phone rings after two calls.

In the company, many employees offend customers by worrying about the way of dealing with them, 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 if they can not answer the phone. 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. name of company or department.

After the call is connected, the caller should first greet the other person, and immediately report the name of the company or department. "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 bad. politeness We should pay attention to correct and greet our customers with courtesy.

4. confirm the identity of the caller.

Next, we need to determine the identity of the caller. 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 transfer 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. {page_break}

　 5. listen to the call clearly.

Understanding the purpose of the call 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? Can I give it to you? Is it necessary for the person to answer in person? Is it a general telephone marketing or a telephone call? Every employee in the company should take an active responsibility and not be absent-minded because it is not his phone.

　 6. pay attention to voice and expression.

The politeness reflected in communication can best reflect one's basic qualities, 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. maintain 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 your customers feel your joy.

　 8. 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.

　 9. 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.

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.