Telephone Etiquette For Front Desk Receptionists

The front desk is a unit's face and business card, so the front desk staff must master the company receptionist etiquette, which plays a very important role in shaping the company's image.

Purpose

By phone, the caller left an impression that key bridge communication is a courteous, warm, enthusiastic and efficient company.

We should be enthusiastic when we answer the phone, because we represent the image of the company.

2. The left hand holds the receiver and the right hand takes the pen.

Most people use the right hand to pick up the telephone receiver, but in the process of telephone communication with customers, they often need to make necessary written records.

When writing, usually the microphone is clipped on the shoulders, so that the phone can not be easily clamped down and shrill, so as to bring discomfort to the customers.

In order to eliminate this unhealthy phenomenon, we should advocate using the left hand to hold the receiver, write or manipulate the computer with the right hand, so that we can easily achieve the purpose of communicating with customers.

(3) call up within three tones of the telephone ring.

Pay attention to voice and expression.

You must speak clearly, facing the microphone and pronouncing accurately.

When you talk on the phone, you can't yell or whisper, but use your normal voice and try to be enthusiastic and friendly.

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You should also adjust your expression.

Your smile can be delivered by telephone.

Use polite phrases like "thank you". "What can I do for you?" "you're welcome."

Keep correct posture.

The correct posture should always be maintained when answering the phone.

Under normal circumstances, when a person's body slightly sinks, when the Dan Tian is oppressed, it is easy to cause the sound of Dan Tian not to be emitted. Most people use the chest in speech, so it is easy to dry up. If using the sound of Dan Tian, not only can make the voice have magnetism, but also will not hurt the throat.

Therefore, keep sitting posture, especially not on the edge of the table, so that the voice can be natural, fluent and pleasant.

Besides, keeping a smiling face can also make the caller feel your joy.

Repeat the key points of the call.

Before answering the phone, do not forget to repeat the key points of the call, prevent misunderstandings caused by recording errors or deviations, and make the whole work more efficient.

For example, information on meeting time, location, telephone number, area number and so on should be checked, proofread and avoided as far as possible.

Last thank you.

The last word of thanks is also a basic etiquette.

Customers must be guests and guests should be respected. They should not be ignored because they are not directly facing the customers.

In fact, customers are the company's parents. The growth and profitability of the company are closely related to the customers' dealings.

Therefore, employees should be grateful to their customers and thank them.

Let customers first take the line.

Whether it's manufacturing or service industries, we should keep in mind that customers should take the first place in the process of making phone calls and answering telephone calls.

Because once you hang up the phone, the other person will hear "click" sound, which will make the customer feel uncomfortable.

Therefore, when the phone is about to end, it is polite to ask the customer to take the line first, then the whole telephone will be successfully concluded.

When you are talking on the phone and visiting the guests, you should first entertain visitors in principle. You should apologize to the caller as soon as possible and get permission.

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However, when the content of the phone is very important and cannot be hung up immediately, the visitor should be told to wait a moment, and then continue to talk.

When we receive an outside call, we should follow the following procedures:

(1) use the following statement: "Hello, key bridge communication."

2. Different callers may ask to pfer to some people.

Any phone call to the manager or leader must first be pferred to the relevant secretary or assistant.

This ensures that managers or leaders are not disturbed by unimportant phone calls.

(3) if a caller requests someone to pfer to a post, such as "would you like to speak to your HR Director?" "I'll help you pfer to his office."

Then, we try to pfer the call to the relevant secretary.

(4) if the caller says the name of the person you want to find, you must answer, "just a moment, please. I'll help you pfer to his office."

Then, I tried to pfer the call to the relevant secretary.

If the Secretary's line is busy or you can't find a secretary, you must answer: "sorry, Mr. *, the line is busy. Would you like to wait?"

If the other person answers "yes", please keep the caller's phone free, but wait until the next minute, you must confirm with the caller whether you want to continue to wait.

You must say, "Mr. Ma's telephone is still busy. Would you like to wait?" if you answer "no", you must say, "may I have your message, please?"

If you know that the relevant personnel are not in the office now, you must say, "I'm sorry, Mr. * is not in the office for the time being. What can I tell you?" or "sorry, Mr. * * has gone to Hongkong on business. What can I tell you?"

If a caller does not want to talk with someone or who is not sure, you must say, "what can I do for you?" through the dialogue with him to understand the purpose of the caller.

If it's a complaint call, you should listen carefully and help them find someone who can help, but you can't directly pfer the phone to the company leader.

If it's a general sales call, you must say, "I'm sorry, Mr. * * is out in Hongkong. His secretary can't get in touch for a while. What information do you need to convey to me?"

If the caller dialed the wrong number, you must say, "I'm sorry, did you dial the wrong number? This is the key bridge communication."

If necessary, you can also tell the caller that "the number here is 25625233".

If a call takes longer time and there are other calls coming in, you must say, "excuse me, sir, could you wait a moment and let me pick up another phone?"

When you switch on the phone, tell your leader or secretary's name if you know.

For more information, please pay attention to the world clothing shoes and hats and Internet cafes.