Business etiquette is a code of conduct that people must follow in business activities. As the name implies, business reception etiquette is the etiquette that our receptionists follow in the process of business reception. The following are the basic points of business telephone etiquette I have compiled. Welcome to read!
The use of telephone is a means of business communication, and it is the most convenient way to quickly send information to colleagues, guests and leaders, keep in touch and carry out work smoothly. In business telephone communication, it is easy to feel the caller's personal quality and work attitude, so as to feel the state of enterprise spirit. Therefore, in the process of answering the phone, business people must master and follow the necessary business phone etiquette.
The main content of business telephone etiquette is to require a self-centered telephone image. Etiquette in business telephone communication is not only a respect for the other party, but also a maintenance and publicity of one's own image and corporate reputation.
Business people should pay attention to all aspects when treating guests and colleagues in different business occasions, such as speaking attitude, speaking language, speaking mode, speaking time and so on.
The function of business telephone etiquette
An important embodiment of the company's image;
Establish friendly relations with customers;
Can improve work efficiency and solve problems quickly.
Basic etiquette of business telephone
A clear intonation
A clear and pleasant tone can show the speaker's professional and friendly personality. Even if the other person can't see his face, his mood and professional level will be expressed through tone.
When answering the phone, the tone should be steady, the speech speed should be moderate and the words should be clear.
necessary
In important business occasions, when meeting with important customers, the first thing you have to do is to set your mobile phone to vibrate. If someone calls, it's best to apologize and tell them when to contact again. If it is an important customer, you should leave the scene and find a quiet place to call back.
Telephone communication in business work cannot be the same as that of friends or relatives. You can't talk to colleagues around you while answering the phone, let alone read files, computers or even chew things while listening to the phone.
Be polite to others
Language is the direct expression of people's thoughts, emotions and cultural accomplishment. In business work, we must use words politely.
When answering the phone, don't say anything that hurts the other party; Should not make fun of, hurt self-esteem; What should be said, what should not be said.
When answering the phone, use honorifics and modesty as much as possible; Be sure to say goodbye when the call is over; These are all essential manners.
Language civilization
In business work, whether communicating with customers or leaders at the same time, both sides should control their own volume so as not to affect the normal work of others.
Don't talk loudly, laugh, whisper, sneak around and attract others' attention for no reason.
Elegant manners
During the call, the caller's behavior is also very important. Although neither side can see it, a lazy caller is easily felt by the other side. We should consider the opinions of others around us.
Keep your manners elegant during the call, hold the microphone gently and don't hang up the phone; Avoid exaggerated body movements when speaking; Don't walk around with your mobile phone, so as not to affect other staff.
The right attitude
Attitude is people's evaluation and behavior tendency of things on the basis of their own morality and values. A person's attitude towards people and things can show his attitude towards work, so keep a correct and serious attitude during the call.
Don't be cold, blunt, shouting and rude when you speak.
Considerate
Be considerate when making a phone call, care about your heart and be considerate of each other. No matter how close and familiar you are with each other, don't ignore this. Pay special attention to this when grasping the call time.
After the call begins, in addition to consciously controlling the duration of the call, pay attention to the response of the receiver when necessary. For example, at the beginning of the call, ask the other party if it is convenient to talk now. If it's inconvenient, you can make another appointment and call back.
If the call lasts for a long time, such as more than 3 minutes, ask the other party's opinion first, and then apologize.
It is absolutely necessary to make a phone call when the other party is on vacation, eating or sleeping to influence others. Not only should you explain the reason clearly, but also don't forget to let me know? Excuse me. .
Customer Telephone Etiquette in Business Telephone Etiquette
Etiquette for answering customers' phone calls
1) Answer the phone again.
Get a pen and paper ready. If you don't have a pen and paper ready, it's very impolite to ask someone to wait for a while when they need to leave a message. So, before answering the phone, prepare a pen and paper.
Stop all unnecessary actions. Don't let the other person feel that you are dealing with something unrelated to the phone, which will make the other person feel that you are distracted, which is also impolite.
Use the correct posture. If the posture is not correct, the mobile phone may slip from your hand or fall to the ground, making a harsh sound, which will make the other party feel very dissatisfied.
Smile and answer the phone quickly. A good mood can also make the other person feel your enthusiasm on the phone.
2) When answering the phone
Answer the phone within three times. At the same time, we should also pay attention to the following issues:
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 hear each other's conversation for a long time, you must also reflect it, such as using? Yes, okay? Waiting to show that you are listening attentively.
Second, take the initiative to say hello and register first.
Third, if you want to know who the other person is, don't ask the other person abruptly. Who are you? , so to speak? Who is this, please? Or can you ask politely? Excuse me, what's your name?
Fourth, when you have to hang up the phone or keep the other person waiting, you should explain and apologize. Pay attention to the people below every 20 seconds and ask them if they want to wait.
Fifth, transfer calls quickly.
Sixth, when you need to leave a message, you should make detailed records.
Seventh, thank the other party for calling and end the call politely. At the end of the call, thank him with a positive attitude and his name.
Eighth, always call each other by their first names to show respect.
Etiquette for visiting customers
If you want to make a successful phone call, you must pay attention to all aspects of etiquette, such as the choice of time and the content of the call.
1. Call time selection
You should choose a suitable time to call. Conventionally, there are two principles for the call time: one is that the two parties agree on the call time in advance, and the other is the convenient time for the other party.
Generally speaking, if you talk about business by telephone, try to call the receiver 10 minutes after work or 10 minutes before work. At this time, the other party can answer calmly and won't feel anxious. Don't make phone calls during other people's breaks unless you have something important to announce immediately. For example, before 7 am, after 10 in the evening, during lunch break and so on. It's not appropriate to make a phone call while eating.
When making a formal phone call, try to be business-like and don't gossip. You can't disturb others in their private time, especially on holidays. In addition, we should consciously avoid the peak hours, busy hours and physiological boring hours of the other party's call, so that the call effect will be better.
When you make a phone call abroad, you must pay attention to the time difference, or you will inevitably make a fool of yourself.
2. Call length arrangement
Generally speaking, the specific duration of each call should be consciously controlled, and its basic principle is: short is better than long.
In telephone etiquette, there is one? The three-minute rule? . Actually, is it? Short is better than long? The concrete embodiment of the principle. Its main meaning is that when making a phone call, the speaker should consciously and consciously limit the duration of each call to less than 3 minutes and try not to exceed this limit.
Whenever you use the phone in daily social activities, you must play it as much as possible? The three-minute rule? Put it into practice. As a speaker, you should keep this in mind.
3. Call content preparation
When making a phone call, it is not only a standard of etiquette, but also a necessary prerequisite for the length of the call. According to etiquette norms, if a speaker wants to be concise, he must pay attention to the following aspects.
First, prepare in advance: Before each call, the speaker should be fully prepared. The best way is to make a list of the names, telephone numbers, talking points and other important contents of the recipients? List? , can make the call organized.
Second, be concise: when making a phone call, the speaker must be pragmatic and not hypocritical. After greeting, get down to business, talk less and talk nonsense. Don't be wordy, rock the boat, have nothing to say, and make a long story short.
Taboo of address in business telephone etiquette
Pay attention to different communication methods on different occasions. During the call, you should pay attention to both the other party and the surroundings, and pay attention to the surroundings and be polite.
1. Don't show off everywhere.
The telephone is just a means of transportation, so don't show it off in public, don't put it directly on the table when meeting customers, and don't hold it in your hand when doing business.
2. Don't make noise
In public places and offices, it is best to set the mobile phone to vibrate or mute, and its sudden noise should not affect others.
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