Importance And Rules Of Telephone Etiquette

　　 Answer Telephone Etiquette

(1) why are you so important when answering the phone?

1, you represent the company.

2, the way you speak and deal with problems will affect the judgement of the company's efficiency, friendliness, facilities and grades.

3, you can find a potential guest for the company.

(two) Answer the phone Points for attention:

1, the phone picked up within the three ring of the bell.

2, there should be paper and pen beside the telephone.

3, friendly, courteous and smiling. Even if the other person is rude, we must be polite.

4, speak clearly, speak slowly and slowly, and use popular language. (do not use terms, abbreviations)

5. When you call, you can't eat, drink or smoke.

6, do not speak to two people at the same time. If you need to consult with colleagues, you should tell the other person.

7. Receive the phone call, introduce yourself as usual. The steps are as follows:

A, greetings

B, reporting Department

C, introduce yourself

D, help

8, can not tell the guest room number to outsiders.

9, understand the answers to general guest inquiries. (company service items)

(three) ten steps to deal with external calls:

1, answer the phone within three rings.

2, greeting greetings.

3. Name the club / name / department.

4, provide help;

5, understand what the other person wants to do.

6, make notes;

7, provide services;

8. Confirm details;

9, the end of the telephone;

10, implementation.

(four) record the main points of telephone message:

1, writing norms;

2. Record integrity;

Time and date of telephone call

Name of caller

Who is the message to?

Caller's phone number (room number)

Message

Is the message urgent?

Record the name or signature of the message person.

3, pay attention to the accuracy of the message, should repeat the content of the phone.

(five) let the other person wait on the phone.

1, give the other party a choice: continue to wait or leave a message.

2, keep in touch with callers at any time.

3, give the caller a choice again.

(six) Telephone transfer Attention should be paid to:

1, tell the other person that you are about to make the call.

2. Tell the other person whom you are transferring to.

3, try to help the guests.

(seven) the ten steps to make the call:

1, preparation;

2, greeting, give name;

3. Name the person you want to find.

4. Confirm the identity of the person you are looking for.

5. List the reasons for calling.

6, listen to each other's answers clearly.

7, do a good job of recording;

8. Confirm details;

9, thank each other, hang up;

10, implementation.

(eight) when hanging up the phone, you should pay attention to:

1, hang up the phone, can not be careless, let people feel your. Hang up mode It's a hotel style, gentle and elegant.

2, no matter playing or entering the phone, hang up the phone until the other person hangs up.

3, when you encounter a wrong call, you should be polite as usual. If you call the wrong person, you should say "excuse me." If the other person has made a wrong call, he should also say, "I'm sorry, you have the wrong number."