Office telephone etiquette 5W 1H call points, in the workplace, you should know some skills and methods to answer the phone. The most basic 5W 1H call points can make you communicate with customer service more smoothly and make customers have a better impression on the company. To do a good job of answering the phone in the office, you need to master the etiquette of office phone 5W 1H call points!
Office Telephone Etiquette 5W 1H Talking Points 1 The so-called 5W 1H refers to when, who, where, what, why and how. These materials are very important to our work. Making a phone call is as important as answering the phone. The conciseness and completeness of telephone records depends on the skill of 5W1h.
Who (target)
Who means the caller? The caller may be the general manager or an ordinary company employee, so make sure that the person answering the phone is the one you are looking for at the beginning of the call.
Where (place)
Where to determine the specific location and make an appointment with the customer. Generally speaking, because many companies only have one telephone line, if the location cannot be determined, the busy time will inevitably affect the company's external call system. So before you make a phone call, you should roughly choose the location of the appointment, usually somewhere between the two companies.
Why (reason)
Why refers to the reason for calling. What's the purpose of this call? Do I have to make this call? These are all questions that need to be considered before making a phone call, because making a phone call also takes up working hours. If you can save it, try to save it.
What (content)
Refers to the content to be conveyed on the phone. In order to maximize the effectiveness of this kind of call, the staff should prepare the content in advance and think about how to convey the information to the caller so that he can immediately understand the caller's intention. It should be noted that the content of the phone should make customers feel at home and win a good reputation for the company.
Different people answering the phone will involve the use of different polite expressions. But no matter who the recipient is, when choosing the address of the other party, we should pay attention to satisfying the superiority of the other party in order to get the corresponding return.
When (time)
When is the time to choose a more suitable time for the other person to speak? Try to avoid calling during busy work, regular meetings, meals, breaks, etc., so you need to pay more attention to collecting detailed information and establishing customer files in peacetime, so as to get high recognition from the other party.
How to (method)
What should be considered is how to express it properly on the phone. If the original agreement is to deliver the goods today, but the company is really too late, we should pay attention to choosing a better rhetoric for customers to accept; Otherwise, simple words of apology are hard to be accepted by customers.
Example:
Caller: Hello, Zhongzhuo Consulting, who are you looking for? /Where are you, please?
Caller: Is Yao Jingli there, please?
Receiver: Where are you?
Caller: This is Gao Xiaojun from Daewoo Company.
Receiver: What do you want Yao Jingli to do? I can transfer it to him for you.
Caller: Please tell Yao Jingli that I have sent the details of our last cooperation to his mailbox. Ask him to come back and see what needs to be added or revised.
Ok, I'll tell Yao Jingli.
Caller: Thank you!
Receiver: You're welcome.
Caller: Goodbye.
Caller: Goodbye.
Etiquette for answering the phone in the office 5W 1H Call Points 2 Don't talk too loudly, so that the other party can hear clearly, otherwise the other party will feel uncomfortable and affect the work of others in the office.
When you pick up the phone, you should first report the name of the unit and its subordinate departments.
When answering the phone, ask the name of the other unit and its subordinate departments, and provide convenience for the designated receiver when connecting the phone.
When the person the other party is looking for is not here, and you don't know what the other party's motivation and purpose are, please don't pass the message casually. Don't tell the destination of the designated recipient without authorization.
When you meet a visitor on the phone, in principle, you should entertain the visitor first. At this time, you should apologize to the caller as soon as possible and hang up after getting permission. However, if the content of the call is too important to hang up immediately, you should tell the visiting guests to wait for a while and then continue the call.
When communicating on the phone, you should repeat the main points and reconfirm the numbers, dates, times, etc. In order to avoid mistakes.
If the other party does not say his name, but directly asks the boss where to go, then he should politely ask, "Who's calling, please?"
Tell the person who is receiving the guest that there is a phone call, and it is best not to convey it orally, but to convey the information by note, so as to avoid revealing the secret and avoiding the embarrassment and unhappiness caused by the interruption.
When you can't hear what the other person is saying, you'd better not hesitate. You should immediately inform the other party clearly about the situation and ask them to improve.
If the phone suddenly breaks down and the call is interrupted, be sure to change to another phone and call the other party to explain clearly.
Politeness before hanging up can't be ignored. Make sure the other party has hung up before putting down the receiver.