Traditional Culture Encyclopedia - Hotel franchise - Basic requirements of telephone etiquette

Basic requirements of telephone etiquette

In modern times, with the development of science and technology and the improvement of people's living standards, the telephone penetration rate is getting higher and higher. People can't live without the telephone, and they have to answer and make many calls every day. Telephone is increasingly becoming a bridge for people to communicate. Making a phone call seems easy. Talking into the microphone is as simple as talking face to face, but it's not. Calling is very particular, which can be said to be a science and an art. Let's learn about the requirements of telephone etiquette!

Basic requirements of telephone etiquette: answering the phone

1, before answering the phone

(1) Prepare pen and paper: If you don't prepare pen and paper, then when the other party needs to leave a message, you have to ask the other party to wait for the guests.

It is impolite to wait. So, before answering the phone. Get a pen and paper ready.

(2) Stop all unnecessary actions: Don't let the other party feel that you are dealing with things that have nothing to do with the phone. The other person will think that you are distracted, which is also impolite.

⑶ Use the correct posture: If your posture is incorrect, the mobile phone will slip from your hand or accidentally fall to the ground, making a harsh sound, which will also make the other party feel dissatisfied.

Answer the phone quickly with a smile: let the other person feel your enthusiasm on the phone.

Step 2 answer the phone

⑴ Answer the phone within three times: This is a hard requirement for a star hotel to answer the phone. In addition, pay attention to answering the phone:

(1), pay attention to the tone of answering the phone, let the other party feel that you are willing to help him, and you can hear you smiling in your voice;

② Pay attention to the speed of intonation;

3. Pay attention to the wording of answering the phone, and never use any impolite language to make the other party feel unwelcome; (4) Pay attention to the environment in which both parties answer the phone;

(5), pay attention to when the telephone line fails, be sure to confirm the reason to the other party;

6. Pay attention to the attitudes of both parties on the phone.

All landowners hear each other talk for a long time, also want to reflect on, such as with? Yes, okay? Waiting to show that you're listening.

Telephone etiquette (2), take the initiative to say hello and report to the department to introduce yourself;

Want to know who the other person is, don't ask abruptly? Who are you? , so to speak? Who is this, please? Or can you ask politely? Excuse me, may I know how to address you?

(4) When you have to put the phone on hold or keep the guests waiting; You should explain and apologize. Pay attention to each other every 20 seconds and ask them if they want to wait.

5. Transfer calls quickly: Every employee must learn to solve telephone problems by himself. If he can't solve it by himself, transfer to the correct extension and let the other party know who the call is transferred to.

[6], the other party needs help, we should try our best: as hotel employees, we should try our best to help the guests. For each phone call, we can do the following: ①, greet ②, apologize ③, leave a message ④, inform ⑤, immediately help ⑤, transfer the phone ⑤, directly answer (solve the problem) ⑧, and call back.

Telephone etiquette (7) Thank the other party for calling and end the call politely: At the end of the call, thank the other party with a positive attitude and the other party's name.

(8) Always call each other by their first names, which shows respect for each other.

(9) When there is a missed call on the mobile phone, you should reply to the text message or phone call in time to ask if there is anything important.

(10), unless there is an emergency, try not to call anyone after 10 pm, so as not to disturb others' rest.

Basic requirements of telephone etiquette: greeting etiquette

(1) Add the names of companies, departments and individuals through greetings. It is the most military.

(2) Greeting with the name of the unit or department, or greeting with the name of the department. Suitable for general occasions.

(3) Add my name directly to the greeting. Only suitable for ordinary interpersonal communication. It should be noted that it is not allowed to use? Hello? Hello? Or? Who are you looking for? As? Meeting ceremony? . Especially not allowed to check each other rudely with your mouth open? Hukou? , ask people assiduously? Who are you looking for? 、? Who are you? , or? What happened? It's hard to accept you when others are disgusted.

Basic requirements of telephone etiquette: seven points for attention

(A) the important first sound

When you call a company, if you get through, you will hear the friendly and beautiful greetings from the other party, and you will be very happy in your heart, so that the dialogue between the two sides can go smoothly and you will have a good impression on the company. As long as you pay a little attention to your behavior on the phone, you will give it.

Telephone etiquette leaves a completely different impression on the other party. Say the same thing: Hello, is this XX company? . But the voice is clear, pleasant and clear, leaving a good impression on the other party, and the other party will also have a good impression on their own unit. So remember, when you answer the phone, you should. Represent the image of the unit? Realize.

(2) Have a happy mood.

Keep a good mood when making a phone call, so that even if the other party can't see you, they will be infected by you from a cheerful tone and leave an excellent impression on the other party. Because facial expressions can affect the change of voice, you should hold it down even when you make a phone call? Watching each other? The mentality of handling.

A clear voice

Never smoke, drink tea or eat snacks during the phone call, even if the other person is lazy? Listen. Gotta get out. If you bend down in a chair while talking on the phone, the other party will be lazy and listless when listening to your voice. If you sit properly, your voice will be kind, pleasant and full of energy. Therefore, when making a phone call, even if you can't see the other person, you should treat the other person as the person in front of you and pay attention to your posture as much as possible.

(4) Answer quickly and accurately.

Modern workers are busy with work, and there are often two or three telephones on their desks. When they hear the phone ring, they should pick up the receiver accurately and quickly, preferably within three times. The phone rang for about 3 seconds. If no one answers the phone for a long time, or it is impolite to keep the other person waiting, the other person will be impatient while waiting, and your company will leave a bad impression on him. Even if the phone is far away from you and you hear the electricity,

After the telephone etiquette bell rings, if there is no one nearby, you should pick up the receiver as soon as possible. This attitude should be possessed by everyone, and this habit should be cultivated by every office worker. If the phone rings five times before you pick up the phone, you should apologize to the other party first. If the phone rings for a long time, just pick it up? Hello? The other party will be very dissatisfied and leave a bad impression on the other party.

(five) careful and clear records.

Keep in mind 5WIH skills at all times. The so-called 5W 1H refers to when, who, who, where, what, why and how. These materials are very important to our work. Making a phone call is as important as answering the phone. The conciseness and completeness of telephone records depend on 5WIH skills.

(6) Understand the purpose of calling.

Almost all calls made during working hours are related to work. Every phone call in the company is very important and should not be perfunctory. Even if the person you are looking for is not here, don't say it directly? Not here? Hang up the phone. When answering the phone, you should also try to find out the reason to avoid making mistakes. First of all, you should know the purpose of the other party's call. If you can't handle it yourself, you should also carefully record it and gently explore the purpose of the other party's call, so that you can win the favor of the other party without delay.

(7) Politeness before hanging up.

When you want to end a telephone conversation, it should usually be proposed by the caller, and then politely say goodbye to the other party and let me know? Goodbye? Hang up again, don't finish and hang up.