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Telephone Reception Etiquette

2009/3/25 12:02:00 42076

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First, the basic skills and procedures of listening and calling.

(1) basic skills of answering and calling.

In order to improve the call effect and correct expression of ideas, please pay attention to the following six points:

1. notepad and pencil should be kept beside the telephone.

Little knowledge

Even if people remember things by heart, after 9 hours, the rate of forgetting will be as high as 70%.

Try to recall the content of dinner on the first 4 days of this week. Probably many people can't remember it. So you can't trust your memory too much. Important matters can be recollection made by recording.

If you place a notebook and pencil next to the phone, you can record the main items immediately when others call.

If you do not prepare the pen and paper in advance, you will be caught off guard and caught in the East.

2. first arrange the phone content, then dial the phone.

When you call a customer, if you want to say something, you will be forgetful and forget the main things. You won't be able to see it until the other party hangs up.

Therefore, we should sort out what we want to say by item, item by item, and then dial the phone, speak and record, and check whether there is any omission at all times.

In addition, as far as possible in 3 minutes to end.

In fact, 1000 words can be spoken in 3 minutes, equivalent to two and a half pages of manuscript paper.

If a telephone has been used for 5 minutes or even 10 minutes, then the wording must be inappropriate.

3. friendly attitude

Some people think that radio waves are just propagating sound. When you call, you can not pay attention to posture and expression. This view is really wrong.

Both sides are honest and sincere, and are full of voices.

If the tone is not allowed, it will not be easy to hear clearly.

Therefore, when speaking, you must raise your head and straighten your spine.

Speech is the voice of the heart, and the attitude is good or bad.

If you do not lower your head when apologizing, your apology cannot be conveyed to your partner.

Similarly, the expression is also contained in the voice.

When the phone is numb, the voice is cold.

Therefore, you should also smile and speak.

Little knowledge

When women talk in front of the mirror, they smile naturally. People's voice when they smile is more pleasant and kind.

According to this principle, we need to put a mirror on the table of the customer's representative, so that they can smile naturally when they answer the phone, and then pass this friendly message through language.

4. pay attention to your speaking speed and intonation.

If a person is slow in hearing, he will feel intermittent, weak and uncomfortable. Slow people will feel irritable and annoyed when they listen to fast words; elderly people who listen to fast words can hardly understand their meaning.

Therefore, the speed of speech is inconclusive. We should be flexible and grasp the speed of speech according to the situation of the other side.

When you make a phone call, you should tone up your voice properly and be bright and crisp.

When people can't see each other, most of them get the first impression from the first hearing.

Therefore, consciously raising the tone of speech is especially pleasing and graceful, just like the musical range of 5 (shuttle).

5. do not use simple language or special language.

It is often difficult for the third party to understand the internal idioms of the XXX combustion engine company.

In the same way, special language is only used in the industry. Ordinary customers may not know it.

Some people disagree, and use the abbreviation and terminology in exaltation, leaving an unfriendly impression on the other side.

Some people think that western studies and foreign languages are elegant and respectable. They often use their own clever ways to make a mess of it. But English with unmeaning is not able to express their thoughts correctly. It is not only meaningless, but sometimes even misunderstandings. This is no doubt asking for trouble.

6. develop retelling habits

In order to prevent misreading the content of the phone, we must retell it on the spot.

In particular, homophonic and synonymous words and dates, time, telephone numbers and other digital content, we must develop a good habit of hearing and reaffirming immediately after confirmation.

Different words can be seen at a glance, but words that are identical or very similar in pronunciation are often easily mistaken on the phone. Therefore, we should pay more attention to these words that are easy to be confused and difficult to distinguish, slow down and pronounce them clearly.

For example, 1 and 7, 11 and 17, etc., in order to avoid the same or different meanings, and to hear the contents related to numbers, please retell them immediately and confirm them.

When it comes to dates, you may add weeks to ensure accuracy.

(two) procedures for receiving and making calls

1. pay attention.

(1) after the phone rings two times, the receiver is removed.

The phone rings for one second, and stops for 2 seconds.

If 10 minutes later, no one answers the phone, in general, people will feel irritable: "awful! People are not here."

Therefore, the bell should be answered within 3 times.

Then, if the bell rings, it should be answered at once, and the sooner the better, or it will make the other person feel alarmed.

Ideally, when the phone rings second times, remove the receiver.

(2) skills of self reporting

If the first sound is beautiful, it will make the person who plays or receives the phone feel happy and happy, so that he can speak confidently, so the first impression on the phone is very important and should not be ignored.

When answering the phone, the first voice should say, "Hello!

* * medium ignition, * * to serve you. What can I do for you? "

When you call, you must first say, "Hello!

This is XX, XX ignition service center. Is this Mr. XX (Miss)?

The customer representative should adjust the tone and wording of the first sentence to the best condition.

(3) hang up the phone gently.

The customer representative should say to the customer, "thank you for calling. Wish you a happy life / weekend."

Then wait for 2~3 seconds to hang up the phone.

No matter how perfect and perfect the call is, if the last hairy and impetuous "hang up" hang up the phone, it will fall short, making the customer very unhappy.

Therefore, when you end the call, you should hang up the phone slowly and gently.

Procedures for answering telephone calls

1, hear the bell ring two, pick up the receiver.

2. Self reporting standard terminology

3, listen attentively to customer needs.

4. Record customer needs.

5, use standard language, politely say goodbye, gently put the microphone.

6. Organize and record conversations according to importance.

Phone call procedure

1. Use standard terminology.

2. Confirm the customer's name.

3. The name of the self reporting company and its artificial number.

4. Explain the telephone intention to the customer.

5. Record the result of inquiry.

6. Use polite words to say good-bye and gently release the microphone.

[self test]

Check the key points of dial and answer the phone, and find out the deficiencies and work out your own improvement plan.

Points to note

Main point 1 notebooks and pencils should be placed beside the telephone.

Do you keep notebooks and pencils at your fingertips?

Do you develop the habit of recording at any time?

Main point 2 first arrange telephone content, then dial the phone.

Is time appropriate?

Is emotion stable?

Is it clear?

Can the language be concise?

Point 3 friendly attitude

Do you speak with a smile?

Are you sincere about the callers?

Do you use plain language?

Point 4 pay attention to your speaking speed and intonation.

Who is your recipient of information?

First get the attention of the receiver.

Make clear and pleasant "shuttle" sound.

Main point 5 don't use simple language or special language.

Are the terms precise and accurate?

Point 6 develop retelling habits

Is it timely to confirm the key words?

I am good at distinguishing critical words.

Skills to deal with special events

(1) unable to hear clearly the customer's words.

When the other party's speech is not clear, it is not rude to ask rhetorical questions, but it must be done properly.

If you are surprised to ask, "eh?" or doubtfully, "Oh?" the other person will feel unreasonably suspicious and untrusted, so he will be very angry, and he will not be impressed with you.

But if you are very polite, ask, "I'm sorry, I didn't hear you clearly. Could you repeat it, please?" the other party will repeat it patiently.

(two) receive a wrong call.

When a customer representative receives a wrong call, he must not be too cold to say, "wrong number."

It's best to tell the person like this: "this is * * company. Where do you find it?" if you know the phone number of the company you are looking for, you may as well tell him that you may be a potential customer of the company.

Even if it is not, your warm and friendly handling of the wrong phone call will give the other party a favorable impression of the company and may become a client of the company or even a loyal supporter of the company.

(three) receive a complaint from customers.

Complaints customers may be complains or even furious. If you are lacking in reason as a customer representative, acting like the other party is sentimental, attacking customers with a sharp sword will not only be of no help, but will escalate the contradiction.

The right thing to do is:

Customer representatives should be very comfortable and listen to customers' complaints, and patiently wait for customers to calm down.

In the meantime, do not say, "but