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Telephone Etiquette Knowledge Chapter 1
The ringtone for incoming calls should not exceed three times before answering
Sometimes answering the phone after just one ring can give people a very abrupt feeling, making them feel like you have no intention of listening to them. However, answering the phone after three rings can make them impatient and anxious. If it is a customer, it may affect the cooperation between both parties.
So, answering the phone after it rings twice is the best state, but if you really can't separate yourself to answer the phone and it rings more than three times, when you answer it, you should apologize to the other person: say something that made you wait for a long time
-General standard telephone language: Firstly, introduce yourself and explain your situation to the other party, so that they can confirm that the call is correct and avoid wasting time due to making the wrong call.
2. Pay attention to the usage of tone during conversations
Telephone is a very intuitive and convenient way of communication, so it is important to pay attention to your tone because the other party not only pays attention to your content, but also to your tone. In work calls, try to use polite language and a proactive tone to make the other party feel like they want to communicate with you, which will increase the chances.
3. Adhere to the principle of hanging up after making phone calls with customers
When the other party is saying goodbye to you, you should also politely reply to them to show respect. Wait for them to hang up the phone first and confirm that the call is over before hanging up. Be careful not to make too much noise when hanging up the phone.
4. Record at any time

Keep paper and pencil at hand, and jot down the information you hear at any time. If you are not prepared and have to ask the other person to repeat, it will make them feel that you are distracted and not paying attention to what they are saying.

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When picking up the phone, you should clearly state your full name, and sometimes it is necessary to state the name of your unit. Similarly, once the other party says their name, you can occasionally address them by their name during the conversation.
6. Moving on to the main topic
When you answer the phone, don't procrastinate with a "hmm haha", but respond immediately. A good opening line may be: "What do you need me to do?" When you sense that the other party is intentionally delaying time, you should immediately say, "What a pity! I was about to attend a meeting and had to arrive at the venue in 5 minutes." This way, you can prevent unnecessary trivialities from being discussed and accelerate the progress of the business conversation.
7. Avoid transferring calls to others
Try to handle phone calls that you answer on your own, and only transfer them to others as a last resort. At this point, you should explain the reason to the other party and ask for their forgiveness. For example, you can say, 'Mr. Brown will handle this matter. Could you please have him talk to you?' Before making such a decision, you should make sure that the other party is willing for you to transfer the call to someone else. For example, you can say, 'We will send someone to contact you soon regarding this matter.'.
8. Avoid phone interruptions for too long
If you have to interrupt the call and ask for some information while answering, you should act quickly. You can also politely say to the other person, "Do you want to wait a moment, or will I call you back later“
When making the other party wait, you can press the wait button. If your phone doesn't have a wait button, gently place the microphone on the table. If the time spent researching exceeds your expected time, you can pick up the phone every now and then to explain your progress to the other party. For example, you can say, "Mr. John, I'm almost done searching for you. Please wait a moment longer." When you finish searching and pick up the phone again, you can say, "Sorry for keeping you waiting" to attract the other person's attention.
For the person answering the phone, politely asking the other person to wait for a moment when they need to search for information is acceptable. If someone calls while you are on the phone, you can choose appropriate words to make the person you are talking to wait. Then pick up another phone and say, "Can you wait a moment? I'm on a call." If the person calling just has some minor issues, you can immediately decline and turn to the first phone, and this person will also realize that you are busy and accelerate your discussion.
Standard language for answering phone calls
Hello, this is the Sha District Court. May I ask what you need“
If it is within the management scope of our department, we should be responsible for interpretation, with polite language, enthusiastic attitude, clear answers to questions, serious and patient guidance for litigation, and not simply perfunctory or ignore visitors' questions. We should not ridicule, dig up the truth, or reprimand visitors. Please refer to the following civilized language depending on the specific situation:
Please don't worry, speak slowly and the court will handle it according to the law.
The judge (comrade) you are looking for is currently not in the office. Please leave your contact information and we will forward it to him for him to contact you.
According to the relevant regulations of the court, the parties (agents) cannot go to the judge's office. Please wait in the service room on the third floor and we will arrange an appointment with the judge for you immediately.
We have recorded the issue you raised. Please leave your contact information, and we will handle it according to regulations and provide you with a timely response.
The request you made does not comply with legal regulations, and we cannot process it. Please understand.
The question you raised belongs to the confidentiality of the trial work, and according to the law, we cannot disclose it. Please understand.
If it is not within the scope of our department's business: "Sorry, we are XX department, and the matter you have reported does not fall within the jurisdiction of our department. The situation you have reported should be under the jurisdiction of XX department. Please call the department's phone number for inquiries.