Property customer service telephone etiquette

Property customer service phone etiquette

Property customer service phone etiquette. Property customer service represents the image of the entire company, so the etiquette image of property customer service is particularly important. So what is the phone etiquette for property customer service? What about? Today I will explain to you some relevant content in this aspect. I hope it will be helpful to you.

Property customer service phone etiquette 1

Property customer service phone etiquette

Customer service etiquette

One of the important tasks of property customer service is to answer calls every day Make lots of phone calls. It seems that making a phone call is very easy. Talking to the other party through the microphone feels as simple as talking in person. In fact, it is not the case. Making a phone call is very particular. It can be said to be a knowledge and an art.

1. Answer the phone promptly

Generally speaking, in the office, you should answer the phone before it rings 3 times, and apologize after 6 times: "I'm sorry for taking you so long." Waiting." If the callee is doing something important and cannot answer the call in time, the person taking the call should give a proper explanation.

It is extremely rude to not answer the phone promptly, not apologize, or even be extremely impatient. Answering the call as quickly as possible will leave a good impression on the other person and make them feel valued.

2. Confirm the other party

When the other party calls, they will usually introduce themselves. If there is no introduction or you did not hear clearly, you should take the initiative to ask: "Who are you? What can I do for you? Who are you looking for?" However, people are accustomed to picking up the phone receiver and asking: " Hello! Who is this?" To the other party, this sounds strange, distant, and impersonal.

When you receive a call from the other party, you should first introduce yourself when you pick up the receiver: "Hello! I am so-and-so." If the person the other party is looking for is nearby, you should say: "Please wait a moment." Wait." Then cover the phone with your hand and gently ask your colleague to pick up the phone. If the person the other party is looking for is not available, you should tell the other party and ask: "Do you need to leave a message? I will definitely pass it on!"

　 3. Pay attention to art

When answering the phone, you should pay attention to the use of Keep a distance of about 4 centimeters between your mouth and the microphone; put your ear close to the microphone and listen carefully to what the other party is saying. Finally, let the other party end the call and gently put the receiver away. Don't throw it back to its original place with a "snap". This is extremely impolite. It's best to hang up after the other person.

When making phone calls, you should choose a good time. If it is not an important matter, try to avoid the time when the callee is resting or eating. Usually, a call should not be longer than 3 minutes.

4. Adjust your mentality

When you pick up the phone receiver, be sure to smile. Don’t think that a smile can only be shown on your face, it can also be hidden in your voice. A kind and warm voice will make the other person have a good impression of us immediately. If you keep a straight face, your voice will become cold.

5. 5W1H skills

Use your left hand to answer the phone, and prepare a pen and paper on your right hand to record useful information at any time. Phone records must be both concise and complete, relying on the 5W1H technique, that is, when, who, where, what, why, and how.

Therefore, you should not be too casual when answering the phone. You must pay attention to necessary etiquette and certain skills to avoid misunderstandings. Whether we are making or answering the phone, we should be enthusiastic, generous and natural, speak at a moderate volume, express ourselves clearly, concisely, and be civilized and courteous.

Polite terms for property customer service

Address terms: miss, madam, madam, sir, comrade, eldest sister, aunt, teacher, etc.

Greetings: Hello, good morning, good afternoon, morning, good morning, good afternoon, good evening, you have worked hard on the road, you are back.

Welcome: Welcome to our community, welcome to our building, and welcome.

Congratulations: Congratulations, happy holidays, merry Christmas, happy new year, happy birthday, happy wedding, happy new year, and good fortune.

Farewell: Goodbye, good night, see you tomorrow, I wish you a safe journey and welcome you back next time.

Apology: I'm sorry, please forgive me, I've disturbed you, I'm rude.

Thank you: Thank you, thank you very much.

Response: Yes, okay, I understand, thank you for your kindness, you’re welcome, it’s okay, this is what I should do.

Inquiry: What can I do for you? What can I do for you? What do you need me to do for you? Do you have anything else?

10 basic polite expressions: hello, please, thank you, sorry, goodbye. Property customer service phone etiquette 2

What are the taboos in phone etiquette

1. 5 taboos

1. Do not discuss the people you work with with female colleagues.

2. Don’t interfere with other people’s phone use by talking on the phone.

3. Don’t use the computer to chat thinking that others don’t know.

4. Don’t pretend to understand the habits of colleagues in the office by omitting terms.

5. Don’t insist on your own opinions too much. Nothing in the world is too absolute.

2. Telephone taboos

Telephone taboos are a very important part of workplace etiquette taboos. In business interactions, it is not allowed to use "Hello, hello" or "Who are you looking for" as a "meeting greeting" when answering the phone. In particular, you are not allowed to check the other person's "hukou" without politeness without opening your mouth, and keep asking them "who are you looking for", "who are you", or "what's the matter?"

In case the other party dials the wrong number or the phone is cross-connected, you must maintain your grace and do not lose your temper or "show attitude." In order to confirm whether the other party dialed the wrong number, you should first report your "home address" and then tell you that you dialed the wrong number. If the other party apologizes, you should respond with a polite "It's okay" instead of lecturing them to "grow better eyes next time" or "look more carefully."

If possible, ask the person if you need help looking up the correct phone number. If you really do this, you might even take the opportunity to promote the good image of your unit as a company that treats people with courtesy.

Friends who work hard in the workplace must understand the etiquette and taboos in the workplace, and should learn how to avoid these problems skillfully. This can help you avoid embarrassing situations in the workplace, and can also help increase others' favorable impression of you, thereby avoiding embarrassment in the workplace.

What should you pay attention to when using mobile phones in public places?

(1) It is not appropriate to speak loudly when no one is around. When the signal is poor, you can change the calling position or use other communication methods, and do not call loudly;

(2) In venues, cinemas, theaters, concert halls, libraries, exhibition halls and other places where silence is required , actively shut down or put it in vibrating or silent mode; if you receive an incoming call, you should go to a place that does not hinder others to answer it;

(3) Do not use your mobile phone while driving a car or during a flight. Don’t use your cell phone at the gas station.

What are the etiquette requirements for sending and receiving text messages on mobile phones

(1) In public places where quietness is required, or when communicating with others, mute or mute the text message receiving prompt tone or Vibrate state;

(2) Do not check or send text messages while talking to others;

(3) Use standardized words and clear meaning when writing and sending text messages. It is best to leave a name after the content of the text message so that the recipient knows the sender;

(4) Do not compose or send text messages that are illegal or unhealthy, and do not forward uncertain messages at will. When receiving bad text messages, you can advise or warn the sender to stop sending.

Basic telephone etiquette for hotel front desk staff

1. Courtesy when responding to phone calls

Telephone conversations cannot convey meaning through facial expressions. Therefore, if the English pairing is inappropriate, it will easily lead to misunderstanding by the other party. The basic coping principles are as follows, which should be kept in mind.

(1) The phone rings three times and you must answer the phone.

(2) Report the name of the hotel and department clearly and quickly.

(3) State your name and ask if you need help.

(4) Answer the phone in a natural voice and do not speak too loudly or shout.

(5) Answer the phone in a gentle and polite manner.

(6) Listen carefully to the other person’s words and feel his mood at that time.

(7) Let the other person understand that you really want to help him.

(8) Do not keep the other party waiting because of searching for information or other things.

(9) When you know the other person’s last name, please address him by his last name. (For example: Mr. Wang / Ms. Zhao)

(10) Use polite language.

(11) Prepare pen and paper for recording.

(12) Repeat the complete and brief oral message to the other party to confirm whether it is accurate.

(13) Clarify everything that may go wrong.

(14) Express gratitude for the other party’s call.

2. Answering external calls and internal hotel calls

External calls:

Good morning, *** hotel *** speaking, how may I help you?

Good morning, this is *** Hotel, I am ***. How can I help you?

Internal phone number:

Good evening, concierge *** speaking, how may I help you?

Good evening, concierge *** speaking, how may I help you?

Good evening, concierge *** speaking, how may I help you?

This is the concierge, I'm ***. Is there anything I can help you with?

3. Receiving a call from a wrong number

If you receive an outside call from a wrong number, you should respond in the following ways:

I'mafraid you have the wrong number. This is the *** Hotel, 5888-5888.

I'm afraid you have dialed the wrong number. This is 8331-9521, *** Grand Hotel.

If the customer dials the wrong department extension number, he should immediately switch to the department he wants to contact.

This is the concierge desk. I’ll transfer your call to restaurant reservations.

This is the concierge desk. I’ll transfer your call to restaurant reservations.

I’m afraid this is a direct line. We cannot transfer your call to the western restaurant. Could you dial 5888-5812, please?

Sorry, this is a direct line. We can't transfer you to the hotel restaurant, please dial 5888-5812, okay?

4. End the conversation

The end of the phone call can be said to be as important as the beginning. Especially regarding the service of receiving guests, the words used at the end of the conversation should be concise and powerful to give the guests a good impression. It is best not to say Bye-bye.

Thank you for calling.

Thank you for calling.

We look forward to hearing from you.

We look forward to hearing from you.

We look forward to serving you.