Business Etiquette: Several Etiquette Knowledge About Answering Phone Calls

One, the telephone etiquette.

1, the second ring is the best time to answer.

It's not appropriate to answer the phone too fast or too slowly.

If you pick up the microphone immediately after the first sound, the other party will not be prepared mentally.

Just like you wish to speak to someone, if he rushes in front of you, you will be surprised; if you answer after third sounds, the other person will feel like waiting.

So we pick up the microphone after the second ring is the most appropriate.

If you answer after the fourth tone, there should be an apology, such as "Hello, I have kept you waiting."

2. Answer the phone call.

The first phone rings, we can put the left hand on the phone, ready to use the left hand to pick up the microphone, the right hand to make telephone records (the left hand writing tendency is just the opposite, and the right hand is ready to pick up the microphone).

3, the first sentence to answer.

Usually pick up the microphone, our habitual first sentence is "hello".

Strictly speaking, "hello" is the voice of the microphone.

When answering the phone is part of the work, it should reflect a refined and leisurely sense of occupation, so "feed" this opening must be removed.

Instead, it should be greeting.

The time characteristics of greetings:

Good morning before 9:00.

9:00 - 12:00, good morning.

12:00 - 13:30, good afternoon.

13:30 - 17:30, good afternoon.

You can say "hello" at other times.

According to the requirements of the company, after the greeting, you can give the name of the company and department and your personal name.

4, the contents of telephone records are 5 "W" and 1 "H".

The 5 "W" refers to when, who (whose), what, where, why, and the 1 "H" refers to how.

Specifically, telephone records should include call time, caller, caller reason, where to call, why to call, how to deal with and so on.

When making telephone records, the number, the time, e-mail address and other information of the other party should be repeated to confirm.

5, the name of the telephone.

When you ask the person's name, you should say, "may I have your name, please?" you can't directly ask, "what's your name?"

If the other person tells you his name, he should confirm every word in his name.

As we all know, name is the symbol of a person. The importance of name can imply respect for him, and at the same time, it can avoid the mistake of "different pronunciation".

Even if you know the other person's full name, do not call your name in the subsequent appellation, try to use the name of "surname + duty", or Mr. X * * * *.

6, wording.

It should be concise and elegant, and avoid slang or impolite language.

7, grasp the voice.

Studies show that when you communicate with others, the content of your speech affects others 20%, while your voice infuses 80% of others.

Therefore, the role of sound can not be underestimated.

On the phone, you should maintain a positive and clear intonation. Proper speed can control the pace of communication. If the other person speaks too fast, you can be slower than him. Conversely, if the other person speaks slowly, you can be a little quicker than him, and the gap between the two cases is not too large.

If two people speak differently, the two sides will feel discordant, which will affect the pleasant communication between the two sides. In short, the voice can handle the feeling of telephone communication and convey your positive and calm working style.

8.

Charm.

Don't think that people at the other end of the phone can't see you, so you don't have to worry about your expression.

In fact, people's emotions, attitudes, voices, facial expressions, movements and so on are unified in the internal and external state.

Don't try to make yourself face and speak pleasant sounds. Even then, your voice is dry.

Words.

A smile is not just an expression. It is a beautiful feeling that can not be seen on the phone but feels.

9, your mood and body posture.

If you lie on your desk and answer the phone, your voice will be stuffy and unsmooth. It will cause confusion to the other person. If you are worried about other things, you can be very anxious when you call.

Therefore, it is necessary to master emotions and maintain good body posture.

10, correctly handle various situations in the process of receiving telephone calls.

If the person you are looking for is not here, you should say "he (she) is not in the right place", or "go out on official business". Do not reveal the whereabouts of your colleagues.

If a message is to be sent, it should be recorded, so as not to forget to give it to a colleague, or because of too many things and the wrong phone content.

If the phone needs to be pferred, it should be said, "yes, please wait a moment."

If the extension is unanswered, it should be answered by the first call.

If the phone is too noisy to hear the other person, you should tell the other person directly, "sorry, I can't hear you clearly. Please redial again."

Sometimes there are guests in the office. When the phone rings, we should tell the guests politely "sorry, I answer the phone."

If you do not receive the call in time, you should give it back within twenty-four hours. If there is a special situation that you can not reply in time, you must give a simple explanation to the other party.

11. The time to answer the phone and hang up.

Business phone calls are not "porridge". The time should not normally exceed three minutes.

When you hang up the phone, you should say "good-bye" politely and hang up the phone by the person who makes the call.