The Etiquette And Skill Of Answering Customer Calls

1. The sound of smiling.

Even if you don't see people talking to you, you should treat them as if they were in front of you.

They have been watching your voice, including intonation and mood, and you need to put all your attention on the phone.

Your attitude should be polite, sound moderate, clear and soft, do not shout or sound on the phone.

Interestingly, if you want to make your phone sound good, you try and smile, but when you hear your voice, it's like you are smiling.

You can try this experiment. It's very effective. People can tell you whether your mood is happy or annoyed by your voice.

2, office telephone etiquette

(1) answer the phone.

In a multinational office, calls must be answered after the second ring.

The company should answer the phone very regularly. After courtesy, it will first announce the name of the company or department.

Such as: "Hello, Yuesai.

Canihelpyou? "If you are a secretary, you should say," Hello, this is the office of (Mr. / miss), I am (name).

Canihelpyou? "Don't pick up the phone and ask," Hello! Who are you looking for? "

If you can't make a phone call more than four times at a time, pick up the phone and apologize to the other person: "I'm sorry to have kept you waiting."

When the person on the phone explains who to look for, there are three situations. One is that I just answered the phone; two is myself, but he is not answering the phone; three, he is not in the office.

In the first case, he said, "I am. Who are you?"

In the second case, the receiver said, "he wants to be on the side. Please wait a moment."

In the third case, the receiver said, "sorry, he just went out.

Do you need to leave a message? "Don't just say" no ". Hang up the phone. The caller needs to leave a message. He should clearly name his name, unit, telephone number and message, but pay attention to succinct speech and save time.

It's easy to make a speech for your colleagues. It's not difficult. Then this helps and helps two people. Why not?

It's best to call him when others are convenient, not just when you are convenient.

The conversation can start like this:

"Is it appropriate to talk with you now?" - you have to consider whether others are convenient to talk with you on the phone for a long time.

When you end the phone conversation, you should always ask the person on the phone to ask for it. Then you can say goodbye to each other, say goodbye, and hang up the phone. Don't hang up the phone just after you finish talking.

No matter what the reason is, telephone interruption, the first person to call should redial.

If you talk to someone in his office and he suddenly receives an emergency call, you should ask, "should I go out for a while?" and when he answers the phone, he should say, "I'm sorry, I must answer the phone."

When you talk, pay attention to the background.

There is too much television or radio. Please try to make it lighter.

When you make a long-distance call to someone to ask for help, just when the other party is away, you should choose the right time to fight again. It is best not to let the other person call back, because the other person may worry about the expensive telephone bill.

If you dial the wrong number, you should say, "sorry, I dialed the wrong number."

If you receive a wrong call, you should be polite enough to tell the wrong person to dial the wrong number, ask him to redial again and not embarrass the other party.

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(2) secretary should have

If you use a new secretary, you should teach your secretary a good telephone etiquette and gradually instil all the essentials to her.

First of all, let her not participate too much in your phone, so that you can hardly contact the caller directly.

For this reason, as her boss, you should at least give her the following list:

Your closest relatives -- family members, friends, doctors, teachers...

Those who can get in touch with you immediately.

After receiving such a call, the Secretary will say, "I know the boss wants to talk to you right away."

Your importance

If you have time, talk to them.

If there is no time, the secretary should say, "I know that the boss wants to hear from you. He is receiving another long distance call. I will tell him to call you back when he is finished."

If you don't want to answer the phone, the Secretary said, "I'm sorry, the boss is still in a meeting now, and he has no time to answer the phone.

So I can only suggest that you write a letter to you and send it to the office.

At the same time, tell the Secretary, do not let anyone wait for more than 15 seconds. If you have to stay longer, ask him to tell the caller that you will call him back in a few minutes.

In addition, you should teach your secretary how to pfer the call to other people.

In other words, let her know more about the company and what people are responsible for, so that when you are away, she will be able to refer the phone to other people who are also capable of solving such problems.

(3) make a good telephone message.

When someone calls you, it's polite to call back on the same day.

But if you haven't received the call, you'd better call back within two days.

If you can't call back, you should ask someone to call you back within two days.

In the office, everyone has different time to leave or go out to work, work and in the middle. When answering a colleague's phone call, he should make phone messages for colleagues and record names and telephone numbers of others.

We should help each other in this respect.

It's the same at home.

Whether in life, or

We should think more of others.

Many people now install tape recorders on the phone.

When you leave the device, you can record the incoming phone message.

When recording your own voice, pay attention to the intonation of the wording and say, "sorry, I'm not at home now. Please leave a message."

When you hear a message, you should speak directly about the message you want to leave.

When you leave a message, the most important thing is to clearly say your name, slowly tell your return number and concise information, so you'd better repeat the number slowly.

(4) pay attention to time difference.

In particular, attention should be paid to time difference in making international calls.

If you really need to call in the middle of the night, you can see if the local telephone company has callwaiting equipment so that others can know if anyone has called him.

Time choices include choosing the time to call and the duration of the telephone conversation.

In addition to important matters or prior arrangements, usually do not call before 7:00 in the morning or after 10:30 pm, so as not to affect the rest.

At the same time, we should also pay attention to the time difference between countries and regions.

The United States, for example, has 3 hours of jet lag on the east coast and the west coast.

There are 8 hours' difference between Hawaii and the east coast.

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(5) don't talk on the phone.

When you are in a hurry and the other party is always on the front line, you will be very anxious.

However, have you ever had a case of "talking on the phone"? Do not bother to talk, focus, chatter, or talk on the phone, but be concise and save time.

The duration of telephone conversations depends on how much they talk.

If it is not for an appointment, the time should be more than 5 minutes, so you should first give your main idea and ask if the other person is speaking right now. If it is not convenient, ask the other party to make another appointment.

Sometimes people who come to the phone are bothersome, and you don't want to spend more time talking with him. You can politely say, "I don't want to take up too much of your time. I'll talk later, OK?"

3. Telephone etiquette at home

Next to my phone, I keep a pen and a small notebook to record important items in the call.

This must be prepared beforehand.

Because these things can be seen everywhere in the office, and sometimes they need to be looked for at home.

The phone at home should be answered immediately after the bell rings.

When you call, pay attention to the noise around you.

The sound of your TV and stereo sounds from inside the microphone is loud; the sound of chewing food in your mouth sounds like a storm; if you chew gum to make a blattling noise, it sounds like a machine gun fire.

Some people talk on the phone while doing other things, or talk and laugh with others next to you. It's impolite. So if you want to eat and talk, you must apologize and say, "do you mind? I'm sorry, I'm eating."

How can a child answer the phone at home alone?

Write a simple phone number list for your child and how to answer the phone politely, and put it on the phone to remind him at any time.

If a stranger calls and asks, "is your mother and dad at home?" the child has not heard the voice, and should teach you not to give any information to the other person. "I'm sorry, she can't come to the phone right now. Please leave a message. I'll let her call you back."

If the stranger goes further, "well, does she go to the meeting?" or "does she want a company?" when the child answers, "she is busy now and can not be disturbed!"

It doesn't mean telling your child to lie. He simply says that mom can't come to the phone right now.

You can also pretend to be a stranger to talk to your child, let your child do the right answer, and keep repeating it several times, which will deepen your impression in your child's brain, and teach your child the right way to answer the phone.