It is a common thing to make a phone call now, but don't underestimate the phone. When making a phone call, you also need to pay special attention to the art of conversation.
The process of talking with people can be divided into face-to-face and non-face-to-face two kinds. In face-to-face conversation, we can not only use language, but also use body language such as expressions and gestures to help us express our thoughts and feelings. In another kind of non-face-to-face conversation, such as talking on the phone, we can only hear each other's voice and can't see each other's facial expressions at all. At this time, we can only rely on language to judge each other's attitude. Therefore, when talking on the phone, we need to pay special attention to the art of conversation.
In the fast-paced work, we have a lot of things done by telephone every day. You can meet many people by phone. These people may not have met you, but because of the need of work, they have much contact with you. Many times, do you have the feeling that as long as you pick up the phone and say "hello", the other party can judge that it is you and not others, just because the other party is already familiar with your voice and has an impression.
Not all employees can make a good impression on each other when facing the microphone. Some people are usually very kind to others, but as soon as they pick up the microphone, their voices become mechanical, monotonous and even stiff, giving people a very uncomfortable feeling. The other party will finish the matter in a few words and then close the line. Who wants to talk to such a voice for one more minute?
Many people think that he is only facing an inanimate device, so he doesn't take the mobile phone seriously. But this kind of thinking has always led to no progress in your relationship with customers, and your work performance is always neither good nor bad, and you will never be promoted. Making a phone call is no small matter. Seriously, there is a kind of learning. You should see the person who answers the phone from a distance in your imagination, just like facing him face to face, and smile at the person you are talking to.
An Wei is the manager and secretary of a cultural company. As a secretary, I answer the phone as usual every day, and there must be dozens of calls at the end of the day. No matter how complicated the call is, An Wei has a good habit. He picks up the receiver and sends a friendly message with a smile: "Hello, this is XX Culture Co., Ltd.". Whoever hears this voice will feel happy. As time goes by, customers' evaluation of An Wei is getting higher and higher.
On one occasion, when the manager held a daily meeting, he specifically mentioned this point and said, "An Wei's facial expression and tone when answering the phone made people feel very comfortable. No matter which customer hears such a voice, he will be in a good mood. And many customers have told me that hearing your secretary's voice and having a lot of things in your hand will make you feel good. It is important to finish this work. Wouldn't it be better to finish the work with a happy mood? Therefore, I am here to ask all the staff, no matter how busy your work is, as long as you pick up the microphone, you must smile at your microphone, otherwise don't call. "
An Wei was highly praised by the manager and his salary was increased.
In our daily life and work, many actions are often unintentional, but these unintentional actions can reflect the professional ethics of an employee. Small things like answering the phone can also fully reflect a person's attitude towards work. An employee who answers the phone with a blank face and depressed voice must be bored at work and have been a monk all day. How to make the boss have a good impression on such employees and trust him? Let alone promote him.
There is no small matter in the workplace, and the details determine success or failure. Do you want to be an excellent employee? Then when answering the phone, you need to pay more attention to some small links, especially facial expressions, tone and intonation. You should know that the other party only gets in touch with you by phone, and your voice is also the main medium of communication with the other party. No one will refuse to smile. Similarly, no one will refuse a smiling voice when answering the phone.
As a sales representative, Jessica often makes telephone contact with customers. Jessica, a young man, looks well-proportioned and speaks well. However, he has a bad habit, that is, he likes to answer the phone while busy with what he is doing.
One day, Jessica was busy with her work when the telephone rang. Jessica grabbed the receiver, dragged her voice and said "hello", then put the receiver on her shoulder and put the phone between her face and shoulder. Her hands were not idle at all.
A word came from the microphone: "Hello, excuse me, I'm looking for Jessica, the sales representative of your company."
Jessica felt that the other party couldn't even hear her own voice, and she was a little unhappy: "I am, who are you?" what can I do for you? "At this moment, he was writing something on a document with a pen in one hand, and the tip of the pen touched the paper and made a rustling sound.
"I come from XXX company. Sorry, I didn't recognize your voice. Looks like you're busy. Let's talk about it later. "
Jessica hung up the phone without saying goodbye. He doesn't know that this company has heard that Jessica is efficient and has good service. He wanted to talk about the details of a big order, but he was turned away because of his lazy voice. Later, this company signed a contract with another company.
Jessica has a friend who works in that company. It was their department manager who called that day. The manager put the phone down and said, "How can you talk like that?" Never cooperate with such a company. "
Jessica missed a big order because of this.
People who want to cooperate with you will know more about you and your company before calling, and will call after making up their minds. It is rare to see such a "pie falling from the sky". More often, you want to win a customer with your "golden words and jade words", but Jessica easily lost this customer because she didn't answer the phone carefully.
As an employee, you need to smile when answering the phone, so that the other person feels that you are listening to him carefully. If Jessica can do this, the other party will feel respected and valued, and things will not happen in the future. No matter how busy and important your work is, it is very important to smile into the microphone when answering the phone. When you answer the phone, because of your posture, smile and expression, the other party can't see it at all. So your kindness, kindness and affection are completely conveyed by your language and voice.
In normal times, your tone is not very good, and you don't pay attention to your speech. Others can judge your attitude by your manners and facial expressions, but on the phone, everything can only be expressed by voice. You need to carefully control your tone and make your voice gentle, kind and friendly, so as to convey your friendship and make your conversation clear.
Jie Feng is a sales representative of a pharmaceutical company. From the first day he entered this business, he knew that if he wanted to succeed, he must pay more attention to everything and not lose his bright future because of trivial negligence. In such a small detail as answering the phone, Jie Feng also fully demonstrated his potential as a professional player.
Whenever the phone rings, Jie Feng will pick up the receiver within three times, so that the other party will not be impatient because of the long wait and the company will not leave a bad impression. Then, smile at the receiver and say, "Hello, this is XXX Pharmaceutical Company. Can I help you?" In this way, mutual communication has a good start.
Then, Jie Feng will take notes at will, such as: which company is the other party, what is the name of the person answering the phone, what is the need, when to deliver the medicine, and so on. These materials are very important in the work. You open Jie Feng's notebook with neat handwriting, leaving how many phone calls you received on a certain day and what work you need to do, and marking it with pens of different colors according to the urgency. At the end of the call, jie feng will never forget to say "I hope we can cooperate happily, goodbye".
Jie Feng stands out among many sales representatives, and his serious and responsible attitude towards his work and customers' praise. Now, Xie Feng is the sales manager of this pharmaceutical factory. But he didn't put on airs because of his promotion, and he still kept the habit of smiling at the microphone.
Smile when you answer the phone. Some people say that even if you laugh, the other person can't see! On the surface, it is true. It is precisely because the other person can't see your smile from the microphone that your tone of voice is very important at this time. Be responsible, let your tone convey a kind smile, and let the other person feel that you smile more than usual.
Also, the mobile phone can't convey your "original sound" to the other party. So when you speak in front of the microphone, you can't follow your usual speaking habits completely. You need to have a special speed and rhythm suitable for answering the phone, and the voice should not be too light or too heavy, which will make the other party unable to hear clearly.
Xiao Li is from the northeast. Although I have studied in Beijing for four years, I still speak with some northeast dialects. He doesn't think this is a problem, but also thinks that his speech is very distinctive and it is easy for others to remember him.
After graduation, he came to work in an Internet company. When he was assigned to the service department, on the one hand, because he studied this major at school, on the other hand, because he was warm and cheerful, he was valued by his boss at a glance. He often answers the phone in the service department, but his standard Mandarin has become a problem.
Many people don't understand the meaning of one or two dialects he occasionally pops up, and need his detailed explanation. Even once, the customer thought he was cursing the other party, and the other party was quite angry. Xiao Li had a hard time explaining that he didn't mean it. In this way, it took Xiao Li more than ten minutes to explain the problem that could have been explained in two or three minutes. The boss doesn't like it and wastes the phone bill. No choice but to transfer Xiao Li to other departments. Finally, he was transferred to the archives to manage the information.
Don't think: just answer the phone. I started answering the phone when I was a child. What's the difficulty? In fact, there is deep knowledge in it. Speaking neatly is the most basic. Don't let the other person understand you. It's better to be concise. Generally speaking, your mouth should face the microphone, smile at the microphone, and speak clearly, such as numbers, time, date and place. And it is best to repeat it to make sure that the other party has heard it clearly.
In life, we will find that most of those successful people have excellent qualities, the most notable of which is that they always adhere to the virtues of keeping promises and contracts, and adhere to the moral norms of being tolerant, kind to others and strict with themselves. This is because they are not concerned with immediate interests, but with lofty ideals and ambitions.