Professional Telephone Communication Skills

Every word we say is an evaluation criterion from outside to our company and employees.

We want to make a good impression on the other person. We need to adopt a clear, crisp, pleasant and smiling voice, restrained tone, but not exaggerated. Your voice reflects your personality and attitude.

"The voice with a smile", "appropriateness" and "quick wit" are the essential qualities in good telephone communication.

Try to use "magic language", such as "please, please wait, thank you, sorry, goodbye".

Avoid using informal or sloppy language.

When answering the phone, the voice of a person changes with the posture and attitude when speaking.

If your posture is incorrect, it is impossible to convey the correct courtesy to each other.

We should understand the public nature of the telephone. The telephone can only be used one time at a time. In order to make more people use the phone, we should strive to develop the habit of ending the call in 3 minutes and control the private telephone.

The average call time of a telephone is also one of the yardsticks for measuring the level of national education in the whole country.

Two. Answer the phone.

1, greeting (Language handshake)

(1) when the telephone rings two times, the phone is answered at most (not more than 3 times).

(2) maybe someone else or other department's phone is ringing. When they are away, or if he can't get rid of his work for the time being, you should answer it, so that the phone will ring without stopping, and it will cause a very bad impression to the other party.

Maintaining the company's image and reputation is the common responsibility and obligation of all our staff.

(3) no matter who the other person is, he may be a company clerk, your good friend, or a senior manager of a company, a client of a company, etc., you should let the other person feel that he has received friendly reception.

(4) if you have a phone call with a guest, you should first say "sorry" to the guest, then get the answer, then pick up the phone.

After receiving the phone greeting, you should sincerely ask the other person to understand: "I'm really sorry, but I have a visitor right now. I'll call you back later.

"

(5) use appropriate greeting words: "good morning", "good afternoon", "good evening" or "hello".

(6) "feeding" or "anything" is not appropriate.

We should show our courtesy and professionalism.

(7) tell each other's own company, department and name: "Hello, XX company finance department, I am Gao Jie.

"To avoid wasting time by calling the wrong person or asking for another inquiry.

(8) confirm who the other person is, then greet: "excuse me, who are you, please?"

(9) do not assume that our assumptions will no doubt be always correct.

2, listen attentively and offer help.

(1) let go of anything on your hands, hold the receiver in your left hand, prepare your records in your right hand, and listen attentively to what the other person is saying.

(2) do not do anything else, such as typing, reading materials, while answering the phone.

Don't let anything distract you.

Otherwise, it's very impolite, and it's easy for the other side to notice your absent mindedness.

(3) if the person you are looking for is not in or busy with other things, you should not just tell the other person not to be there or busy. Tell the other person how you want to help the other person and let the other person feel that you are willing to help him in good faith.

I'm sorry, Mr. Chen is picking up another phone now / Mr. Chen is out for a while. Can I leave a message for him? / can I ask him to call you? / can you call back in five minutes? / if you want, please leave your name and telephone number, so I'll ask him to call you. Do you think so?

(4) in a request or euphemistic tone, do not ask the other person to provide information in a required way.

Do not say, "what is your name?" or "what is your telephone number?"

(5) in the process of receiving the phone, cover the microphone so that the other side can not hear the other voice.

3, telephone message skills:

(1) prepare recording tools next to the phone, such as recording paper, pen, telephone number list, etc.

(2) when records are recorded, they repeat on one side, especially on figures, dates, time and data, or when they need to convey the contents of the other party's speech. They follow the 6 principles: when, where, who, what, He Yin, how to wait.

(3) confirm each other's speech after completion, and retell the content briefly.

(4) repetition and confirmation are one of the most important skills in telephone communication. He can avoid misunderstanding or leave out important information. {page_break}

4, turn the phone skills:

If you need to pfer the phone, explain the reason to the other person: "sorry, you have the wrong number. Mr. Wang is in the marketing department. Just a moment, please. I'll pfer the call to you.

"

5. Telephone listening skills:

(1) restraint and patience are essential in the entire telephone communication process.

Don't be influenced by guests' emotions.

The guest is angry, is angry to the situation, does not extend to the individual, does not think opposite party has the prejudice to you.

You need to mature and show your professionalism.

(2) cultivate the following habits: A agree with each other; B, try to use the other's language in the process of telephone communication; C; praise the other side more often, such as praising the other's judgement.

(3) be smart, be a good listener, show your interest in the conversation: A, do not show impatience; B do not interrupt others; C, do not finish the sentence for each other; D, do not rush to conclusions without listening; E responds to each other, using "listening interval" to show that we are listening attentively.

(4) answering questions:

A, answer all questions responsibly, if you don't know something clearly, or say the main idea, or ask the person who knows the situation to answer the phone.

Answer questions should not be vague.

B, when you don't know the situation and can't convey your phone's content, you can say to the other person, "I don't know the details. I'll call you back later. Do you think so?"

Three, the end of the telephone:

(1) before the end of the call, let the other person feel that you are very willing to help, express your gratitude and say "goodbye". After waiting for the other party to put down the microphone, then gently put down the receiver: "what else can I do for you?" Mr. Chen, thank you for calling. Goodbye!

(2) it's impolite to hang up the phone while the other person is still speaking.

Four, calling:

(1) phase I: preparation before calling.

A, confirm the other's phone number, unit and name: to reduce the waste of time and money; to be able to communicate with each other accurately.

B, record the order of things to do: to make the call brief and concise; to avoid missing the main points.

C, prepare the necessary documents and materials: in order to make the other party do not wait for themselves in the call; to accurately convey information; to prevent wasting time and money.

D, when making long distance calls, we should prepare relevant information beforehand.

2, greeting (Language handshake)

(1) after the call is passed, confirm the identity of the other person for the call.

If the other person doesn't give his name, he can say, "are you XX company?"

(2) if you make a wrong call, it is polite to apologize from the bottom of your heart. You can say, "Oh, the wrong number, sorry.

Silence will make the other person unhappy.

(3) when calling a person of high status, calling his name is impolite. He should say, "Hello, I am XXX of the Sales Department of XX company. I wonder if Mr. Wang is able to make a phone call for the promotion of your products."

(4) tell your own name and unit.

You can say, "Hello, I am XXX of Finance Department of XX company.

"

(5) ask the other party to connect the telephone to the office and personnel to be sought.

I'm sorry, please turn to a certain gentleman.

"

(6) greeting and courtesy

3, the reasons for this:

(1) the reasons should be concise, sound, and six principles: time, place, person, event, reason and how to do it.

(2) simply repeat the reasons, that is, repeat the key points, and listen to what the other side is talking about.

4, the end of the call:

Before the end of the call, thank you and say "goodbye": Thank you, Mr. Chen. Goodbye!