Training Strategies For Telephone Communication Skills

Telephone communication skills training is mainly aimed at the training of language skills in telephone communication. Communication is an art and an indispensable ability for an excellent staff. Whether it is a negotiation or a speech, it can enhance the communication of information. Communication is the basis of human behavior.

Success is not so much about communication as it is in communication.

Skill is the foundation of telephone communication. Telephone is the most convenient way of communication at present. It is time-saving, labor-saving and fast communication. Therefore, we should pay attention to details in the process of communication, prepare for the preparation of the call process and the purpose of the call.

Be reasonable

And improve the language, pay attention to the core content.

Step / skill

Stage 1: preparation for telephone calls

Confirm the phone number, unit and name of the person, prepare the paper, pen and related information, and write down the things and order to be said.

The second stage: learn to greet.

After the call is passed, you must first notify your unit or name.

After politely asking if the other person is convenient, then start talking.

If you make the wrong call, it is polite to apologize from the bottom of your heart.

When calling a person of high status, it is rude to call him by his first name.

The third stage: learn to tell the reasons.

The reasons should be concise, sound, and 5W1H principles: time, place, character, event, reason and how to do it.

Simply repeat the reasons, not only repeat the key points, but also listen to what the other side is talking about.

The fourth stage: end the call.

Before the end of the call, thank you.

Other matters needing attention in telephone communication.

Do not make product descriptions on the phone.

Do not talk about the details of the product, that will lengthen the conversation time, and the customers will not be able to understand it.

Matters needing attention

Call the other's home and avoid the 8 o'clock before 10 o'clock in the evening.

Phone calls to units are best advised to avoid 10 minutes before work.

It's not convenient for the other person to answer the phone, such as on the high speed road, having a meal or having important matters.

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When the phone is connected, the person who answers the phone wants to report home. For example, "Hello, this is the XX beauty body center" or "Hello, I am very glad to serve you!" absolutely forbids to catch up and asks, "Hello, who are you looking for? Who are you?" this is not only a waste of time but also very impolite, so that the image of the beauty salon is greatly reduced in the minds of customers.

Before answering the phone, you usually have to let the phone call one or two long sounds, and do not let the phone have a slow response.

It is best to place some paper and pen beside the phone so that you can listen to the phone and record the key points. After the phone is over, answering the phone calls should be properly handled or reported seriously.

When the customer calls to order, she will say the product name or number and when to pick it up.

At this time, we should not only record, but also reclaim it to the other side to confirm it.

If you need to wait for each other during the call, the receiver must say, "excuse me, please wait a moment."

Then tell her the reason for waiting, so as not to be anxious about waiting.

When you answer the phone again, you must apologize to the other person: "I'm sorry to have kept you waiting."

If the waiting time is longer, the receiver should show the reason, and ask her to hang up the phone first and then call back later.

If the voice is too small, the receiver can directly say, "excuse me, would you please speak louder?" I can not hear you very well.

Never shout, "Hello, Hello! Hey, louder!" it's the other person, not you, who wants to speak loudly.

If you are trying to find a person's phone, you should quickly pfer the call to the person you are looking for. If the person you are looking for is not responding, say, "I'm sorry, XX is out now. I'm ZZ. If it's convenient, can I help you?" or you can leave your phone number and wait for someone to come back and tell him to call back.

Whether you call or answer the phone, you can reflect the image of a person or company.

Telephone is a window for the company to communicate with each other.

A good call and phone call process is a good impression and vice versa. Therefore, you should pay special attention to your words and mood on the phone, whether you dial or receive, a phone call may change your current situation or even a person's life.