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1、Telephone EtiquetteAnswering incoming callslAnswering the phone within the frist few rings (3 Rings ) For operatorsGreeting : Wellcome your caller Announce who your firm is Introduce yourself Let them know you are here to help them Good afternoon,welcome to Good afternoon,welcome to * * * *,this is
2、,this is * * *.How .How can I help youcan I help youlMaking notes: writing down the callers name and reason for the calllPuting caller on hold or leaving a message Hold on, please!Hold on, please! lTo end the conversation Thank you for calling! Thank you for calling! Transferring CallslTell the supe
3、rvisor who the caller is lWhich line the caller is on lWhat they wishes to discusslMr wang ,Mrs.li is on line 2 ,she has some problem on Mr wang ,Mrs.li is on line 2 ,she has some problem on * * * *. . Are you available to speak with herAre you available to speak with herPutting Calls On HoldlOffer
4、the caller a choice: to hold or leave a messagelCheck back every 15 secondslGive the caller a choice againTaking Messages1 Record the callers name2 List phone number( Clarify whether it is a mobile ,office or home number)3 Name of the person being called4 What the call is aboutl5 Check the messagel6
5、 List date and time of the calll7 Sign your nameHanding difficult telephone situations1. Keeping cool2. Listening Carefully3.Showing Empathy-understanding/compassion/sympathy4.Asking whats the promblems of the caller5. Offering OptionsMaking phone calls 1. Announcing your company 2. Introduicing you
6、rself 3. whom you want to speak 4. what the matter is aboutAn efficient telephonel Considerate the timel Think about the main purpose before make a calll Prepare some information in your handl Confirm the phone number Never Vs AlwaysNEVERlNever allow Answering two conversations at the same time. lNe
7、ver eat or drink when answer the phone. lNever drop the telephone receiver. lNever leave the receiver uncovered as the caller will hear you speaking. Never Vs AlwaysALWAYSlAlways greet first “Good morning” or “Good afternoon” and introduce yourself or the department. lAlways speak English and speak slowly. lAlways have a pen near the telephone. lAlways leave a message if its necessary. lAlways give your full attention to the caller, do not try to do two tings at once.
TelephoneEtiquette电话礼仪
