First, before answering the phone:
Prepare recording tools: If you don't prepare recording tools, it's very impolite for you to keep the other party waiting and the guests waiting when the other party needs to leave a message. Therefore, before answering the phone, you should prepare recording tools, such as pens and paper, mobile phones, computers and so on.
Stop all unnecessary actions: Don't let the other party think that you are dealing with something unrelated to the phone, and the other party will think that you are distracted, which is also impolite.
Use the correct posture: hold the phone in your hand. If your posture is not correct, the mobile phone will accidentally slip from your hand or fall to the ground, making a harsh sound, which will also make the other party feel dissatisfied.
Pick up the phone quickly with a smile: let the other person feel your enthusiasm on the phone.
Second, answer the phone
Answer the phone within three tones: this is a hard requirement for star-rated hotels to answer the phone. In addition, pay attention to answering the phone:
Pay attention to the tone of answering the phone, let the other person feel that you are willing to help him, and you can hear that you are smiling in your voice;
Pay attention to the speed of intonation;
Pay attention to the wording of answering the phone, and never use any impolite language to make the other party feel unwelcome;
Pay attention to the environment in which both parties answer the phone;
Note that when the telephone line fails, be sure to confirm the reason to the other party;
Pay attention to the attitude of both parties on the phone.
When you listen to the other person's conversation for a long time, you must also respond, for example, using "yes, you can" to indicate that you are listening.
Take the initiative to say hello, report to the department and introduce yourself;
If you want to know who the other person is, don't ask "who are you" abruptly, you can say "who are you" or you can ask politely, "Excuse me, may I know what to call you?" ;
When it is necessary to put the phone on hold or let the guests wait; You should explain and apologize. Pay attention to each other every 20 seconds and ask them if they want to wait.
Fast call transfer: every employee should learn to solve the phone problem by himself. If he can't solve it by himself, he will transfer it to the correct extension to let the other party know who the call is transferred to.
If the other party needs help, we should do our best: as hotel employees, we should try our best to help the guests. For every call, we can do the following.
1. Greetings?
2. apologize?
Step 3 leave a message
4. tell?
(5) Help immediately?
6. Transfer the call
⑦ Answer directly (solve the problem)?
8. Call back to thank the other party for calling and end the call politely: at the end of the call, thank the other party with a positive attitude and the other party's name.
Always call each other by their first names, which shows respect for each other.
When there is a missed call on the mobile phone, you should reply to the text message or phone call in time and ask if there is anything important.
Unless there is an emergency, try not to call anyone after ten o'clock in the evening, so as not to disturb others' rest.
Third, greeting etiquette
Use greetings to add the names of units, departments and individuals. This is the most formal.
Add the name of the unit or department in the greeting, or add the name of the department in the greeting. Suitable for general occasions.
Add my name directly to the greeting. Only suitable for ordinary interpersonal communication.
It should be noted that "hello" or "who are you looking for" are not allowed as "meeting gifts" when answering the phone. In particular, it is not allowed to check each other's "accounts" rudely with one mouth and ask people "Who are you looking for", "Who are you" and "What's the matter?" It's hard to accept you when others are disgusted.
Extended data
Telephone etiquette
Telephone etiquette
1, answer the phone in time
Generally speaking, in the office, you should answer the phone before it rings three times, and apologize after it rings three times: "I'm sorry to have kept you waiting." If the receiver is doing an important thing and cannot reply in time, the receiver should give an appropriate explanation. If you don't answer the phone in time, apologize, or even be extremely impatient, it is extremely impolite. Answering the phone as early as possible will leave a good impression on the other party and make the other party feel that they are valued.
Step 2 confirm each other
When the other party calls, they usually introduce themselves. If you are not introduced or can't hear clearly, take the initiative to ask, "Who's calling?" what can I do for you? Who are you looking for? However, people are used to picking up the phone and asking, "Hello! who is it? "This sounds strange to the other party, far away and lacking in human touch.
When you receive a call from the other party, pick up the receiver and first introduce yourself: "Hello! I am XXX. " If the person you are looking for is nearby, you should say, "Please wait a moment." Then put your hand over the microphone and whisper to your colleague to answer the phone. If the person you are looking for is not in, you should tell the other person and ask, "Do you want to leave a message? I will definitely tell you! "
3. pay attention to art.
When answering the phone, pay attention to keep the distance between the mouth and the microphone at about 4 cm; Put your ear close to the microphone and listen carefully to each other.
Finally, let the other person finish the phone call by himself, and then gently put the receiver away. Don't throw it back with a bang, it's extremely impolite. Preferably after the other party hangs up.
Step 4 adjust your mentality
Be sure to smile when you pick up the phone. Don't think that a smile can only be expressed on your face, but also hidden in your voice. A kind and warm voice will make the other person feel good about us immediately. If you keep a straight face, your voice will become cold.
Don't hold a cigarette or chew gum when making a phone call or answering the phone; Don't speak too loudly or too quietly, and use words clearly to ensure that the other person can understand.
Answer the phone with your left hand and prepare a pen and paper with your right hand, so as to record useful information at any time.
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