Telephone Etiquette And Customer Phone Communication Skills

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 if you are on the phone, you should also face the mentality of "the right side looking at me".

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.

Similarly, "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 image of the unit".

With the busy business of modern staff, there are always two or three phone calls on the table. When you hear the phone ringing, you should pick up the receiver correctly and answer the phone. Priority is given to long distance calls, and it is best to listen in three tones.

The phone rings 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.

In the process, you must not smoke, drink tea or eat snacks, even if you are lazy, you can listen to each other.

If you are bent on your chair when you call, the other person will be lazy and listless when you listen to your voice. 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.

Wen Ya should be polite 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.

Always keep in mind the 5WIH skills. The so-called 5W1H refers to when When is Who, who is Where, where What is, why Why is HOW.

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.

Almost all the phone calls during work hours are

Every phone call is very important and must not be perfunctory. Even if the person you are looking for is not in the company, don't hesitate to reply: "he's 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.

First of all, we should 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.

When you receive a censure or critical phone call, you should make a euphemistic commentary and apologize or thank you. You must not 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.

When you end the phone conversation, you should put it on the side of the calling party. Then you should be polite to each other. You should have a definite concluding remarks, say "thank you", "good-bye", and then hang up the phone gently. Don't hang up the phone just after you finish talking.

1, do not have a temporary tongue.

(1) if you take a chance to win the short term victory, you will never be able to persuade the client, only to increase the difficulty of the future work.

(2) the real communication skill is not to argue with customers, but to let customers accept your point of view.

(3) when you communicate with your customers, don't put on a look of teaching, and don't act as if nothing happened.

2, take care of the guests' face:

(1) if you want to persuade a guest, you should take care of other people's face and not break it down.

To give guests the opportunity to step down.

(2) take care of the guest's face and the guest will give you face.

(3) it is not difficult for us to take care of the face of the guests, as long as you pay attention to your attitude and wording.

3, do not show off your technical terms too much.

(1) remember that people who are in touch with each other may not understand your profession at all.

(2) when explaining professional terms to customers, the best way is to compare them with simple examples, so that customers can easily understand and accept them.

(3) don't always think you are superior to others when communicating with guests.

4, safeguard the interests of the company:

(1) to protect the legitimate interests of the company is what every employee should do. When communicating with customers, we can not win customers' favor at the expense of the interests of the company.

(2), we can not exchange customers' personal thanks or personal gain with the loss of the interests of the company or others.

Communication skills with customers:

1, seize the hearts of customers:

(1) to understand each other's psychology is a prerequisite for good communication with others.

Only when we understand each other's psychology and needs can we have a definite purpose in the process of communication.

(2) you can do whatever you like, and the other person may regard you as their confidant. The problem may be better solved or at least half your success.

2, remember the guest's name:

(1) remember the guest's name can make people feel happy and have a sense of satisfaction, which is a very useful magic weapon in communication.

(2) remember the guest's name, which is more effective than any kind words.

3, do not stingy your "high hat":

(1) the deepest desire of human nature is to have the admiration of others. This is where human beings are different from other animals.

(2) often wear a "high hat" to your guests. Maybe you will change a person's life.

(3) in this way, human potential can be further developed, so that people wearing high hat can be valued.

4, learn to listen:

(1) in communication, you should pay full attention to the importance of "listening". You can be good at expressing your views and opinions, seize the hearts of customers, and enable guests to accept your views and opinions.

This is only half of your communication success.

The other half of success is listening to the guests.

(2) whether or not listening is an important sign that a person can communicate with others and whether he can really communicate with others. He must be a loyal listener and let the guest know that you are listening, whether praising or complaining, you must take it seriously.

5, pay your sincerity and enthusiasm:

(1) people always take heart to heart. You can only be sincere to others if you are sincere to others.

(2) in the sincere treatment of guests, but also have enthusiasm;

(3) only with your sincerity and enthusiasm can communication be possible.

"Sincerity" is a necessary condition for the success of communication.

6. What songs to sing in the mountains

(1) different communication situations require different ways of communication.

(2) different ways of communication should be adopted for different people.

7, develop a good attitude.

(1) only if you have a good attitude, can the guests accept you and understand you.

(2) when communicating, you should invest your enthusiasm.

(3) when communicating, you should treat your customers like your friends.