Telephone Etiquette And Customer Communication Skills

When we call a unit, if we connect it, we can hear the friendly and graceful greeting of the other party. It will be very pleasant in our heart, so that the dialogue between the two sides can be carried out smoothly.

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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 image of the unit".

We should keep a good mood when making phone calls, so that even if the other person can not see you, you will be infected by the cheerful tone. You will leave a good impression on the other person. Since facial expression will affect the change of voice, even if you are on the phone, you should also face the mentality of "the right side looking at me".

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 mouth and microphone properly.

Control the volume properly so as not to hear clearly and breed misunderstanding.

Or because loud voice, let people mistaken for arrogant.

Always keep in mind the 5WIH skills. The so-called 5W1H refers to when When is Who, who is Where, where What is, 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.

Almost all the phone calls during work hours are related to work.

It's all very important, not to be perfunctory.

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.

With the busy business of modern staff, 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, and it is best to listen in three tones.

The phone rings 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.