Etiquette of business telephone transfer is very common in our life, especially in the service industry and telephone answering. Basic etiquette must be possessed. So, how much do you know about business etiquette and business transfer etiquette?
The etiquette of business transfer call 1 is the same as holding the microphone and putting it down.
Holding a microphone, many people usually pay more attention to their own language and say, "who are you looking for?" Please wait a moment. " When you put down the phone to find someone, you often forget that the other person can hear you, and you become arbitrary. As mentioned in the previous case, you become "a man", or "a person with a foreign accent" and "a little girl with a charming voice". The other party will feel unhappy when they hear these descriptions on the phone. Therefore, when transferring, you should also call someone politely, or cover the microphone with your hand and pay attention to sound insulation.
Make a good phone record
If the person you are looking for is not here, try to record the phone as well as possible. The contents of the record include who to call, when, what to say (if the other party doesn't want to ask) and what the other party wants (call back as soon as you see the note, or call again at night, etc.). ). Usually, many people don't record when transferring calls, or the recording is very simple, only their surnames and phone numbers, so if the other party is busy, such calls may not be answered in time.
Confirm the name and identity of the other party and try to use commendatory words.
When transferring calls and confirming the other party's name, try to use greetings. Don't blurt out, use idioms to confirm each other's names. For example, "Your family name is Sun. Are you the grandson of your grandson? " "Your name is Leng, is it Leng?" And so on, let the other side feel unhappy. In fact, it can be changed to "Is it the grandson of Sun Tzu's Art of War?" "Is it cold or hot?" When recording the other party's phone number, be sure to repeat it to avoid remembering it wrong.
Don't give your mobile phone number to the other party easily without their consent.
When transferring a call, if the caller is not looking for, the other party asks for the mobile phone number, and the transfer person must obtain the consent of the person who wants to answer the phone before telling the other party the mobile phone number. Otherwise, it may seriously interfere with the work or life of the person answering the phone.
Be polite and don't gossip.
If you transfer to a sensitive person's phone, for example, you suspect that someone has a special relationship with someone, and you just get it when someone calls someone, don't catch shadows, don't tell the third person "who called who", and don't eavesdrop on the other person's phone content. Whether it's an anecdote or a supervisor who is too close, the person who answers the phone can't speculate and spread it at will. Just like the case of Xiao Fei mentioned in the case, casual guessing communication has seriously damaged the normal interpersonal relationship.
Business transfer phone etiquette 2 1, the phone should not ring more than three times.
Sometimes answering the phone will give people a very abrupt feeling, which will make the other party feel that you are not in the mood to listen to him at all, but the phone rings three times, which will make the other party impatient and anxious. If it is a customer, it may affect the cooperation between the two parties.
Therefore, it is the best state to answer the phone after ringing twice, but if the phone rings more than three times when you are really unable to answer the phone, you should apologize to the other party when answering the phone: I have kept you waiting.
General standard telephone language: First of all, introduce yourself and your situation, let the other party make sure that you have dialed the right number, so as to avoid wasting some time by dialing the wrong number.
2. Pay attention to the usage of tone when speaking.
Telephone is a very intuitive way of communication and a very convenient way of communication, so you must pay attention to your tone, because the other party will not only pay attention to your content, but also pay great attention to your tone. Try to use polite language in the work phone, and take the initiative to let the other party have the feeling of communicating with you, so the chances will be much greater.
We should stick to the principle of hanging up after talking to customers.
When the other person is saying goodbye to you, you should also respond politely to show your respect for the other person. Wait for the other party to hang up and confirm the call before hanging up. Be careful not to make too much noise when you hang up.
4, record at any time
Keep a pen and paper handy and write down what you hear at any time. If you are not ready, you must ask the other person to repeat, which will make the other person feel that you are absent-minded and have not listened to him carefully.
Step 5 sign up for employment
As soon as you pick up the phone, you should clearly say your full name, and sometimes you need to say the name of your company. Similarly, once the other person says his name, you can call him by his first name from time to time in conversation.
Step 6 get to the point
When you answer the phone, don't procrastinate, but reply immediately. A good opening line may be: "What can I do for you?" When you feel that the other party is deliberately procrastinating, you should immediately say, "What a pity! I'm going to attend a meeting soon and I have to be there in five minutes. " This will prevent you from saying unnecessary trifles and speed up the business conversation.
7. Avoid transferring calls to others.
Try to handle incoming calls yourself and transfer them to others as a last resort. At this time, you should explain the reason to the other party and ask for forgiveness. For example, you can say, "Mr. Brown will take care of it. Would you please ask him to talk to you? " Before you make such a decision, you should make sure that the other party wants you to transfer the call to someone else. For example, you can say, "We will send someone to contact you about this matter soon."
8. Avoid phone calls being suspended for too long.
If you have to stop the phone to check some information when you answer the phone, then act quickly. You can also politely say to the other person, "Would you like to wait for a while, or shall I call you back later?"
When you ask others to wait, you can press the wait key. If your phone doesn't have a wait button, please put the receiver gently on the table. If it takes longer than you expected, you can pick up the phone every once in a while to explain your progress. You can say, "Mr. John, I've almost finished looking for it for you." Please wait a little longer. " When you finish your search and pick up the phone again, you can say "I'm sorry to have kept you waiting" to attract the attention of the other party.
It is acceptable for the person who answers the phone to politely ask the other person to wait for a moment when he needs to consult the information. If someone calls while you are on the phone, you can choose the right words to make the caller wait. Then he picked up another phone and said, "can you wait a moment?" I am answering the phone. " If the caller is just a trivial matter, you can immediately refuse, and then immediately transfer to the first call, this person will realize that you are busy and speed up the discussion in your.