Telephone Answering Service Skills

(1) basic preparation for telephone calls.

1, confirm the phone number of the other person and the name of the receiver.

2, if possible, choose the appropriate time to talk, so that the effect of the call can be improved.

3, prepare pen and paper before speaking.

4, make a memorandum.

The memorandum should be simple and clear, recording the main contents, such as: name, time, place, content, reason and result.

(two) telephone service

1, the telephone rang, and immediately answered it.

If the phone rings after more than 4 rings, there must be an apology: "I'm sorry, I've been waiting."

2, use appropriate greetings.

3, speak clearly, gently, with moderate intonation.

4, if you are dealing with an urgent matter, you should immediately pick up the phone when you hear the phone call. Then you have to apologize and explain to the other person, "excuse me, wait a moment," or ask for your advice. Can you call another time or make another phone call?

If you are sorry, would you please call once more? "If you put the phone aside for a while, when you answer it again, say," I'm sorry to have kept you waiting. "

Or "I'm sorry to waste your time."

5, if the phone calls to break the line halfway, generally speaking, the person who answers the phone should put down the phone and wait for the other party to dial the phone again, while the party on the phone should dial again. After reconnecting the phone, it should add a sentence: "I was sorry to have broken the line just now."

(three) basic skills of telephone answering service

1. Transfer calls from customers or superiors.

(1) when accepting the other party's entrustment to pfer the phone to the superior, be sure to ask the other party and its name first.

Remember, repeat the content of the phone.

(2) if the other side has already said the cause of the call, when the phone is reported, the telephone content of the other party will be brief and clear, so as to prevent the other party from saying the same thing again, resulting in adverse effects.

(3) when pferring calls to guests or superiors, they must wait for customers or superiors to talk to each other and put down their receiver.

(4) when you do not know the source and intention of the other party, do not hang up the line first, and then handle it after asking for instructions.

(5) when receiving a guest's reservation, it is necessary to record guests' names, units, reservation numbers, cost standards, telephone numbers and so on, whether they are ordering a banquet, booking a house or meeting.

2, telephone calls from guests or superiors at meetings.

(1) when the guest (superior) is in a meeting, there is a phone call to find, first explain to the other party, the guest (superior) is in a meeting, ask the other party what needs to be answered or asked, can you leave the phone number and so on?

If you have any messages, you should make a good record according to the telephone memorandum.

(2) if the other party insists on making a call with the guest (superior), he should first record the basic information of the other person, then tell the person: "please wait a moment" or "please call again in five minutes", then write the information on the note to the conference room and deliver it to the guest (superior) and accept the order.

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3. The receiver is answering the phone when he is visiting.

(1) the receiver is meeting with the visiting guest. If there is a call, he should first explain to the guest: "a gentleman is meeting the guest, can he call back later?"

(2) in case of an urgent or important phone call, you must ask the person to wait for a while, then put down the phone (not hang up the line) to another phone, and call the telephone into the reception hall.

(3) if the receiver is participating in an important interview, it is difficult to decide whether or not to make a phone call, then he must say to the other person, "I am really sorry, can I call you again after the meeting or after the meeting is over?"

4. Telephone calls from superiors or colleagues after going out.

(1) explain the general direction of the superiors or colleagues.

(2) explain the approximate return time;

(3) ask the other person if someone else needs to listen to the phone. If it is not convenient, you can leave your phone number and name.

(4) if you hear the phone from the superior in the office, and your leader is not present, avoid answering the other person's "no" or "never seen" or "coming to work in the future". Instead, you should reply "someone is not in the office for the time being. Is there anything I can do for you?"

5. The receiver is answering the phone when he is attending the banquet.

(1) the speaker is attending the banquet. There is an urgent telephone call. First, extract the main contents of the telephone.

(2) contact the banquet hall attendant by phone.

(3) there are three ways for banquet hall attendants to handle external calls.

Tell the other party that the banquet is in progress. Can you call back later?

Please wait for a moment, then whisper to the receiver and call the direction.

3. When the guests are seated in a more dense and inconvenient way, they should write the names and units of the other person on a piece of urine and submit the recipients in due circumstances.