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Telephone Etiquette Knowledge Chapter 5
1、 Answer the phone after it rings twice, don't delay. Pick up the pager and say "hello" first. If the phone rings four times and you pick up the receiver, you should say to the other person, 'I'm sorry for keeping you waiting.' This is a polite gesture that can alleviate the discomfort of waiting for a long time. If the content of the phone call is important, a phone record should be kept, including the name of the unit, the name of the caller, the content of the conversation, the date and time of the call, and the other party's phone number.
The opening words of a phone call can directly affect customers' attitudes and opinions towards you. When making phone calls, it is important to use polite words such as "hello", "please", "thank you", "please", etc. When making phone calls, posture should be upright, speaking attitude should be kind, and language should be clear, neither pretentious nor coquettish. Even a simple greeting like this will leave a good impression on the other person. As long as you have a smile on your face, you will naturally convey this beautiful and bright expression to the other person. Especially when making a phone call for the first time in the morning, the warm and pleasant greetings from both parties can make people feel cheerful and leave a polite impression. After the phone is connected, take the initiative to greet and ask for the other party's unit or name. After receiving a positive response, report your own unit and name. Don't let the recipient guess who you are (especially friends or colleagues who haven't seen each other for a long time) to make them feel embarrassed.
When making a phone call, politely ask, 'Is it convenient to speak now?'? Consider the other party's time. It is generally better to make phone calls to home after dinner or on weekends in the afternoon, and to the office around 10am or after work in the afternoon, as these times are relatively free and suitable for discussing business.
4、 When making or answering a phone call, if the other party has not left, do not talk or laugh with them, and do not use your hands to hold the receiver and talk to them. If necessary, apologize to the other party and ask them to wait, or talk to them on the phone later
5、 When the person the other party is looking for is not available, do not casually pass on messages to avoid unnecessary trouble. If necessary, take down their phone number, name, and reply to the call.
6、 Learn to cooperate with others when talking. When we answer the phone, in order to show that we are listening carefully to the other person, we should constantly say "yes, yes", "okay, okay", etc. We must use them appropriately, otherwise it will backfire. Depending on the other party's identity, age, occasion, and other specific circumstances, the coping strategies may vary.
7. Politeness before hanging up the phone should not be ignored. Before hanging up the phone, saying to the other person, "Sorry to disturb you amidst your busy schedule," etc., will leave a good impression on them
8、 Try not to make personal phone calls in office settings. If you receive a personal call in the office, try to shorten the conversation as much as possible