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Telephone Communication Skills With Customers

2011/5/23 11:05:00 67

(1) an important first sound.

When we call a unit, if we connect it, we can hear the friendly and graceful greeting of the other party. We will be very happy in the heart, so that the dialogue between the two sides can start smoothly and have a better impression of the unit.

If you pay attention to your behavior on the phone, you will leave a different impression on the other person.

Similarly, "Hello, this is XX company".

But the voice is clear, melodious and articulate, leaving a good impression on the other side, and the other party will have a good impression on its unit.

So remember that when you answer the phone, you should have the sense of "I represent the unit image".

(two) be happy.

hit

Telephone

We must maintain a good mood, so that even if the other side can not see you, but from cheerful tone will also be infected with you, leaving a good impression on the other side, because facial expression will affect the change of voice, so even in the phone, also need to hold the "look at me" mentality to deal with.

(three) correct posture and clear and clear voice.

You must not smoke, drink tea or eat snacks during the phone call. Even if you are lazy, the other person can "listen".

If you are bent on your chair when you call, your voice will be lazy and listless. If you sit upright, your body will be straight and your voice will be pleasant and vibrant.

So when you call, even if you can't see the other person, you should regard it as your partner's eyes and pay attention to your posture as much as possible.

Wen Ya should be polite and express in sincere words.

Keep the distance between the mouth and the microphone, and control the volume properly so as not to hear clearly and breed misunderstanding.

Or because loud voice, let people mistaken for arrogant.

(four) quick and accurate answer.

Modern staff

business

Busy, there are always two or three phone calls on the table. When you hear the phone ringing, you should pick up the receiver correctly and answer the phone. Priority is given to long distance calls, preferably within three tones.

The phone rings for about 3 seconds. It's impolite to wait for a long time without a phone call or to keep the person waiting. The other person will be very impatient when waiting, and your unit will leave him with a bad impression.

Even if the telephone is far away from you, when there is no other person near the phone, we should pick up the receiver with the fastest speed. This attitude should be owned by everyone. This habit should be cultivated by every office worker.

If the phone rings five times to pick up the microphone, you should apologize to the other person first. If the phone rings for a long time, pick up the phone just "hello", the other will be very dissatisfied, will leave a bad impression on the other side.

(five) record carefully and clearly

Keep in mind 5WIH

Skill

The so-called 5W1H refers to when When is Who, who is Where, where is What and why Why is HOW.

These data are very important in the work.

Calling and answering the phone are of equal importance.

Telephone records should be concise and complete, depending on 5WIH skills.

(six) effective telephone communication

Phone calls during work hours are almost all related to work. Every phone call is very important and must not be perfunctory. Even if the person you are looking for is not available, avoid answering it rash: "he is not here" is about to hang up.

When you answer the phone, you should also try to ask the reason as far as possible and avoid any mistake.

When inquiring the telephone numbers of other units in the Department, the other party should promptly check and tell them.

First of all, we should confirm the identity of the other person and understand the purpose of the other party's call. If we can not handle it, we should also record it carefully and explore the purpose of each other's euphemism.

We should listen patiently to each other's questions. When expressing our opinions, we should allow him to speak freely.

During this period, questions and needs can be explored.

Paying attention to listening and understanding, empathy and affinity are the key to effective telephone communication.

When you receive a censure or critical phone call, you should make a euphemistic commentary and apologize or thank you. You must not argue with the speaker.

We should pay attention to the correctness of telephone conversation matters, and make clear the matter clearly, so as to increase the recognition of the other party and not to perfunctory matters.

In case of need to search for data or to contact other cases, we should first estimate the length of time that may be spent. If we check or check for a long time, we'd better not let the other party wait for a long time. We should switch to another way and reply as soon as possible.

When you ask for a form by telephone, you should record the case and grasp it as soon as possible.

(seven) courtesy before hanging up the phone.

When you end the phone conversation, you should put it on the side of the calling party. Then you should be polite to each other. You should have a definite concluding remarks, say "thank you", "good-bye", then hang up the phone gently, so you can't hang up the phone just after you finish talking.

The telephone has the same importance.