Telephone etiquette standard
First, the standard of answering the phone:
1, get ready to answer the phone
(1) The front desk consultant shall conduct systematic training and unify the product or service caliber before taking up his post.
(2) Prepare a pen and paper by the phone, and prepare the corresponding forms and guest reservation forms for record.
③ In the process of beauty salon promotion, the front desk consultant should know the advertising content in advance, study it carefully, and seriously deal with the problems that customers may involve.
2. When the bell rings
Answer the phone as soon as it rings, preferably no more than three times. Hold the microphone in your left hand and prepare the recording in your right hand.
2 immediately report the name of the store: a:? Hello, this is Linglong Fangong chain! I'm * * *, and I'm glad to serve you!
(3) If the other party fails to report his name, he should take the initiative to ask.
What's your name, please
* * Sister! Hello! what can I do for you?
All right! I'll be happy to explain it to you! Our preferential activities this time? (If someone is looking for her: Sorry! * * * is temporarily out of position! Is it convenient for me to pass it on to you?
All right! I'll leave her a note and make it bigger for you.
(4) If the reservation is made by a guest, the corresponding time and beautician should be arranged for the guest.
⑤ If a guest calls for advice, give an answer within his power. Unknown things should be transferred to those who know.
6. Even if you make a mistake, you should respond kindly.
1. When the designated person cannot come forward to answer:
(1) Could you please leave a message for the other party when the party is not here?
(2) If the other party is not in an emergency, leave the phone number of the other party and ask the other party to call back actively.
(3) When the parties are busy, notify each other and call back afterwards.
(4) When the party concerned is on a business trip or sick leave, inform him of the date of returning to the store or terminating his vacation.
2. The person designated to answer is in a meeting or making a phone call:
Determine whether the situation is urgent.
Apologize when you can't answer the phone right away.
Tell the other party when it is convenient for the parties to answer.
Try to take notes on telephone contact matters.
3. When entrusted to take a message:
Make full use of information sheets or post-it notes.
Record the other party's name, call item, time and date on the note.
Repeat the contents of the project to avoid mistakes.
Say your name as a sign of responsibility.
Message notification must be delivered to the designated party.
4. At the end of the dialogue:
Say goodbye sincerely.
Don't put down the receiver until the other party hangs up.
Gently put down the receiver.
Timely sort out and summarize customer call information, and fully communicate with private club owners and professionals.
Second, the standard of calling.
1. When someone answers the phone:
(1) and briefly explain the purpose.
2 confirm each other. If the other party signs up first, there is no need to confirm.
③ Don't make a mistake about the service department, professional title and the name of the caller.
2. When the designated caller comes out to answer:
(1) newspaper name and personal name.
2 reconfirm the identity of the other party. If the other party signs up first, it will be exempted from confirmation.
③ Try to avoid greeting and get down to business as soon as possible.
Be more careful than usual.
⑤ Use words so that the other person can understand them, and the meaning should be clear.
6. Attitude should be the same as that in person.
⑦ When you can't hear clearly, make a sign to the other party.
⑧ Hang up and redial when the lines are mixed or there is noise.
Don't forgive each other when you complain.
Attending the confusing content should be confirmed in detail. If you need a time-consuming survey, please call immediately.
3. When the designated caller is not available:
I want to ask someone to call again when they arrive.
(2) When acting as an agent, entrust an agent to do it for you. Ask the name of the agent.
(3) When you are entrusted to take a message, please tell me the name of the caller.
(4) Sometimes you can ask the other party to call back.
4. Thank you:
(1) Thanks to the person in charge of the transfer.
(2) Thank the designated caller.
(3) Thanks to the entrusted agent.
(4) A cordial farewell, and then gently put the phone down when the other party hangs up.
There are taboos in answering the phone.
You must never use it in business communication? Hello, hello? Or? Who are you looking for? As? Meeting ceremony? . Especially those who are not allowed to roughly check others with their mouths open? Hukou? , ask people assiduously? Who are you looking for? ,? Who are you? , or? What is this?
In case the other party dials the wrong number or crosses the line, be polite. Without losing your temper? Play attitude? . If you confirm that the other party has the wrong number, you should report yourself first? Home? , and then tell me the phone number is wrong. If the other person apologizes, don't forget to use it? It doesn't matter? Deal with it instead of teaching others a lesson? Grow eyes next time? 、? Take a closer look. Okay.
If possible, don't be afraid to ask the other person if he needs to check the phone number for him. You really did it, didn't you? Are you full? But to take the opportunity to promote the good image of this unit.
Don't yawn or eat into the microphone during the call. Don't chat with others at the same time. Don't let the other person feel unimportant in the recipient's mind.
When you end the call, say goodbye seriously. And wait for the other person to put the phone down first.
When answering the phone, pay attention to giving the other party the same treatment again. Adhere to equal treatment regardless of object.
Personal? Snobbish? Still on the phone, extremely vulgar when answering the phone? Suitable for everyone? 、? Objectification? The tendency is very obvious. When you answer the phone, it always starts? Posing? . Why don't you just ask me a few questions? Who is it? 、? What is this? Then you can push and kick. Once you hear that the other person is a boss, family member, friend, or someone you are asking for help, will you immediately? Is it calm after the storm? Speak softly and be responsive, not afraid of being called a slave. This kind of unfair waiting for people is not only easy to offend people, but also makes others look down upon it.
When you receive a call from abroad, you should give them the same treatment, neither supercilious nor supercilious. This fair attitude can easily win a good image and friends for yourself.
During the call, the party who answers the phone should not be the first to ask to stop the call. In case you are in a meeting or receiving guests, it is not appropriate to talk for a long time, or there are other calls coming out and you need to stop talking. Explain the reason and tell the other party: I'll call you later after the merger. ? So as not to make the other party feel biased. In this case, we should keep our word, not just back down.
When you call someone you don't know well, you should be tactful and don't embarrass the other person when you terminate the call. Can't say:? Is that all you got to say I have other things to do. ? Instead, I should say, well, I won't take up your precious time any more? ,? Ok, but I really hope to contact you again in the future? .