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Telephone Etiquette Knowledge Chapter 4
When making a phone call, pay attention to the following points:
1. Choose a good time.
When making phone calls, if it is not an important matter, try to avoid the recipient's resting or dining time, and it is best not to disturb them during holidays.
2. To control the call time.
Before making a phone call, it's better to think about what you want to say first, so as to save time on the phone. Don't just say "Congee on the phone". Usually, a call should not be longer than three minutes, which is the so-called "three minute principle"
3. Be friendly in attitude.
Don't shout loudly during the call, it can be deafening.
4. Use standardized language.
At the beginning of the call, you should introduce yourself first and not let the other person guess. When asking the recipient to find someone or transfer on their behalf, they should say "excuse me" or "trouble you", and not take it for granted.
Telephone etiquette
Answering the phone should not be too casual, but should pay attention to necessary etiquette and certain skills to avoid misunderstandings. Whether making or answering a phone call, we should maintain a warm and natural tone, moderate volume, clear expression, conciseness, and politeness.

Answer the phone promptly

Generally speaking, in the office, the phone should be answered before ringing 3 times, and after ringing 6 times, an apology should be made: "I'm sorry for keeping you waiting." If the recipient is doing something important and cannot answer in a timely manner, the person answering on their behalf should provide a proper explanation. If you don't answer the phone in a timely manner, don't apologize, or even become extremely impatient, it is extremely impolite behavior. Answering the phone as soon as possible will leave a good impression on the other person and make them feel valued.
2. Confirm the other party
When the other party calls, they usually introduce themselves proactively. If there is no introduction or you did not hear clearly, you should take the initiative to ask, "Who are you? What can I do for you? Who are you looking for?" However, people's usual practice is to pick up the receiver and ask, "Hello! Who is it?" This sounds unfamiliar and distant to the other person, lacking human touch. When you receive a call from the other person, you should first introduce yourself by saying, "Hello! I am Mr./Ms." If the person the other person is looking for is nearby, you should say, "Please wait a moment." Then cover the receiver with your hand and softly call your colleague to answer the phone. If the person the other person is looking for is not available, you should tell them and ask, "Do you need to leave a message? Please convey the message.
Emphasize art 3
When answering the phone, pay attention to keeping a distance of about 4 centimeters between the mouth and the microphone; Keep your ears close to the microphone and listen carefully to what the other person is saying.
Finally, the other party should end the call themselves and gently place the microphone. It is extremely impolite not to throw it back to its original position with a 'pop'. It's best to hang up the phone after the other party.
4. Adjust mindset
When you pick up the phone receiver, be sure to have a smile on your face. Don't think that a smile can only be expressed on your face, it can also be hidden in your voice. A warm and affectionate voice will immediately leave a good impression on the other person. If you keep a straight face, your voice will become cold and indifferent.
When making or answering phone calls, one should not hold a cigarette or chew gum; When speaking, the voice should not be too loud or too low, and the words should be clear to ensure that the other person can understand.
5. Answer the phone with your left hand and prepare a pen and paper on your right hand for easy recording of useful information at any time.
(1) Do not make unprepared phone calls. When making a phone call, it is best to have a good mental state, standing or sitting is also acceptable, but do not lie down or lean against the sofa, as it will inevitably make a lazy sound, and you cannot make a phone call while eating. Before picking up the receiver, you should understand what to say after the call, have a clear train of thought, and clarify the key points.
(2) Choose an appropriate call time. The principle is to try not to disturb the other person's schedule as much as possible. Generally speaking, the time for three meals; Before 7am (8pm on holidays) and after 10pm; It is not advisable for the other party to make phone calls when they are about to leave for work or when they need to go home after work, unless there are absolutely special circumstances. Never make phone calls late at night to avoid disturbing the other person and their family. Talk time should also be controlled, try to keep the conversation short.
(3) Pay attention to speaking politely. The volume should be moderate, based on whether the other party can hear clearly. Speak slowly and use a calm tone to give the other person a sense of familiarity, but avoid using tone or putting on airs.
Generally speaking, after answering the phone, you should immediately give a brief greeting, introduce yourself, and identify the person requesting the call. Avoid saying things like "Do you know who I am? Guess.
Precautions for making phone calls
Always use polite language when making phone calls, commonly used ones include: "Hello", "Did I make myself clear", "Thank you", "Goodbye", and "Goodnight"!
The politeness of answering the phone reflects one's upbringing and the style of one's family or workplace. Pick up the microphone and first use polite language to announce your company name. When answering a phone call in the office, be careful not to disturb others' work if there is no one around. If you say a "hello" greeting when answering the phone at home, the other person can reply, and if necessary, then introduce yourself.
If the other party wants to call Zhang San, the recipient should warmly tell the other party, such as "Okay, please wait a moment." Then cover the receiver with your hand, or go and ask or directly hand the microphone to Zhang San. If Zhang San is not present, the recipient should politely say, 'Do you need to pass on the message?' 'Can I leave your phone number?' Avoid hanging up with just one 'not present' or 'not seen'.
Prepare paper and pen next to the telephone so that you can take notes of the other person's messages at any time. Even if you receive a wrong phone call, you should kindly say "I'm sorry, you made a mistake" and say:
When the phone conversation ends, you can ask the other person, which is both a sign of respect and a reminder, and end with polite words such as' goodbye '.
The action of putting down the microphone should also be gentle. If you snap the receiver just as you finish speaking, it may undo all the previous politeness. Usually, the venerable or the caller is asked to put down their own microphone first.