Telephone Etiquette And Customer Communication Skills Enable You To Solve Problems Easily.

< p > < strong > (1) the important first voice < /strong > < /p >.

< p > when we call a unit, if we connect it, we can hear the friendly and graceful greeting of the other party. We will be very happy in the heart, so that the dialogue between the two sides can start smoothly and have a better impression of the unit.

If you pay attention to your behavior on the phone, you will leave a different impression on the other person.

< /p >

< p > also say: "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 unit image".

< /p >

< p > < strong > (two) should have joyful "a href=" http://www.91se91.com/news/index_c.asp > mood < /a > /strong > /p >

< p > 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 in the phone, you should hold the mentality of "the other person looks at me" to deal with it.

< /p >

< p > < strong > (three) correct a href= "http://www.91se91.com/news/index_c.asp" > posture < /a > with clear and clear voice < /strong > /p >

< p > 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.

< /p >

< p > sound should be Wen Ya's courtesy and express in sincere words.

Keep the distance between the mouth and the microphone, and control the volume properly so as not to hear clearly and breed misunderstanding.

Or because loud voice, let people mistaken for arrogant.

< /p >

< p > < strong > (four) quickly and accurately < a href= "http://www.91se91.com/news/index_c.asp > > answer < /a > /strong > /p >

< p > modern workers are busy with business. There are usually two or three telephones on the table. When they hear the phone ringing, they should pick up the receiver correctly and answer the phone. Priority is given to long-distance calls, preferably within three tones.

The phone rings for 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.

< /p >

< p > < strong > (five) serious and clear record < /strong > < /p >.

< p > keep in mind the 5WIH skills at any time. The so-called 5W1H refers to when When is Who, who is Where, where What is, why Why is why HOW is carried out.

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.

< /p >

< p > < strong > (six) effective telephone communication < /strong > /p >

< p > the telephone calls during office hours are almost all related to work. Every phone call is very important and must not be perfunctory. Even if the person who is looking for it is away, avoid answering it rash: "he is not here" is about to hang up.

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.

< /p >

< p > we should first confirm the identity of the other person and understand the purpose of the other party's call. If we can not handle it, we should also record it carefully and explore the purpose of each other's euphemism.

We should listen patiently to each other's questions. When expressing our opinions, we should allow him to speak freely.

During this period, questions and needs can be explored.

Paying attention to listening and understanding, empathy and affinity are the key to effective telephone communication.

< /p >

< p > when receiving a censure or critical phone call, it should be euphemistic and apologized or thanked, not to argue with the speaker.

We should pay attention to the correctness of telephone conversation matters, and make clear the matter clearly, so as to increase the recognition of the other party and not to perfunctory matters.

In case of need to search for data or to contact other cases, we should first estimate the length of time that may be spent. If we check or check for a long time, we'd better not let the other party wait for a long time. We should switch to another way and reply as soon as possible.

When you ask for a form by telephone, you should record the case and grasp it as soon as possible.

< /p >