What are the polite expressions?

1, a ten-word polite expression: "Hello, please, I'm sorry, thank you, goodbye".

Meeting terms: good morning, good afternoon, good evening, hello, nice to meet you, please give me more advice and take more photos.

Words of thanks: "Thank you", "I'm sorry", "Sorry for bothering you", "I'm really sorry", "Please", "Thank you for your help" and so on.

Apologize:

Disturb each other or apologize to each other: "I'm sorry", "Please forgive", "Sorry", "Please wait a moment", "Please forgive" and so on.

When accepting each other's thanks and apologies: "You're welcome", "You're welcome", "It's all right" and so on.

Farewell words: "Goodbye", "Welcome to come again", "Have a nice trip" and "Please come again".

Taboo: Hello, I don't know, idiot, you don't understand, you can go to hell, nonsense, pig head and so on.

2. Polite expressions: "Hello" never leaves, "Please" comes first (before asking others to do something), "Sorry" always comes last, "Thank you" comes last (after others help us), and "Goodbye" sends guests away. Background knowledge 1: polite expressions in traditional service enterprises (reference)

First meeting: "I've heard so much about you"

Visit others: "visit"

Please don't send: "stay"

Ask someone for help: "I'm sorry"

Convenience: "Excuse me"

Ask for guidance: "ask for advice"

Asking for advice: "Give me advice"

Praise people's opinions: "high praise"

Return to Nature: Return

Welcome to buy: "patronize"

Age of the elderly: "Longevity"

Here comes the guest: "Here comes"

Go first on the way: "Excuse me"

Presented works: Axe Correction

Hospitality: "wait"

Asking for forgiveness: "tolerance"

Trouble others: "disturb"

Long time no see: Long time no see.

Entrusting: "Please"

Farewell: "Farewell"

Please answer: "Excuse me"

Give a gift: "Take it"

Express gratitude: "Thank you"

Background knowledge 2: Comparison of courtesy titles summarized by service enterprises in Taiwan Province Province (reference)

Appellation comparison

Good wording, bad wording

Me, us, us, men

You, you, you, you

Sir, madam, madam, your old man, your wife.

Your partner, the gentleman you came with, the gentleman you came with, the gentleman you came with.

Women and men

Old man, old man

Sir and madam, you two, your husband and wife and two people.

Yes, yes. Oh, ah

I see, I see.

It doesn't matter.

Never heard of it, I don't know, I haven't heard of it

Please call at once.

Background knowledge 3: Polite terms that service enterprises should promote (reference)

Greetings: Hello!

(used when meeting in the afternoon) Good afternoon.

(used when meeting at night) Good evening.

Respect: you

You two

sir

sir

Female scholar

younger sister

children

How many people do you have?

Guike

Your company

Former generation

Modesty: Please call me Xiao Li.

It's free. My name is Wang.

The younger generation (referring to themselves)

My father/mother

Solemnly: I'll go first.

Please, everyone!

I will try my best!

Greetings: It's a nice day!

Did you watch yesterday's news?

Modest words: Do you think it's appropriate?

What do you think of this way to deal with the problem?

Can you answer like this?

Euphemism: Please help me.

It really brings you a lot of trouble.

Please forgive my poor hospitality.

Congratulations: Happy New Year!

Happy spring festival!

Happy holidays!

Step by step!

Congratulations on getting rich!

Everything wins!

Comfort words: please don't worry!

Please don't be sad!

I will try my best!

Reply: Thank you!

Thanks again!

See you tomorrow!

Etiquette norms of telephone conversation

Etiquette norms of telephone conversation

Telephone is an important communication tool for business contacts.

With the progress of science and technology, telephone plays an increasingly important role in foreign business. For example, in the telephone consultation business carried out by many enterprises, customers contact the business computer network of enterprises by telephone to handle inquiries, transfer settlement, appointment and other services. Enterprises should accept social supervision, improve service quality and service level, and set up various complaint telephones; In order to introduce their business to all walks of life, promote their image, set up a consultation telephone and so on. It can be said that telephone is an important bridge connecting enterprises and society, enterprises and customers. Therefore, it is of great benefit to master the skills and etiquette of telephone use in modern society. If meeting and talking are direct communication, then calling is indirect communication.

First of all, etiquette when using the telephone.

The correct and effective use of the telephone should be friendly, civilized, simple and accurate. When talking on the phone, we can't see each other, but we can know who the other person is by voice. Therefore, when you speak, you must be polite and insist on starting with "hello", with the word "please" in the middle and ending with "thank you" and "you're welcome". The voice should be clear, the volume should be moderate, the speech speed should be appropriate, and a good image should be established in the other person's mind through the voice. The purpose of calling is to gain time and improve the efficiency of information exchange. So when you speak, be concise, clear and accurate, and avoid listening by mistake.

★ Important first sound

When we call the company, if it is connected, it will make the other party hear the cordial and beautiful greetings from the other party, and the mood will be very happy, so that the dialogue between the two sides can proceed smoothly. As long as you pay a little attention to your language on the phone, you will leave a good impression on the other party. Similarly, it says "Hello, I'm XX", but the voice is crisp and pleasant, and the pronunciation is clear, which makes people listen to the unclear and gloomy voice and will leave a completely different impression on the other party. If you leave a bad impression on the phone, the other party will also have an opinion of your unit. So remember, when answering the phone, you should have the consciousness of "I represent the corporate image".

Be in a good mood

Keep a good mood when making a phone call, so that even if the other party can't see you, they will be infected by you from a cheerful tone and leave an excellent impression. Because facial expression will affect the change of voice, even on the phone, we should treat it with the mentality of "the other person looks at me".

★ A clear voice

Never smoke, drink tea or eat snacks during the phone call, even if the other party is lazy, you can "listen". If you bend over and sit in a chair while talking on the phone, the other party will be lazy and listless when listening to your voice; If you sit correctly, your voice will be kind, pleasant and full of energy. So when you make a phone call, even if you can't see the other person, you should treat the other person as the person in front of you and pay attention to your posture as much as possible.

★ Answer quickly and accurately.

Business in enterprises is busy, and there are often several telephones in an office. When you hear the phone ring, you should pick up the receiver accurately and quickly, preferably within three times. The phone rang for about 3 seconds. If no one answers the phone for a long time, it is impolite to keep the other person waiting. The other party will be anxious when waiting, and your company will leave a bad impression on him. Even if the phone is far away from you, pick up the receiver as soon as possible after hearing the phone ring. This attitude should be shared by everyone, and this habit should also be cultivated by every office worker. If the phone rings five times before picking up the receiver, you should apologize to the other party first. If the phone rings for a long time and only answers "hello", the other party will be very dissatisfied and leave a bad impression.

★ Record carefully and clearly.

Do you answer the phone with your left hand or your right hand? Many people will wonder, does it matter whether you hold the microphone in your right hand or in your left hand? Of course it matters. For most people, you should hold the microphone in your left hand, while for lefties, you should hold the microphone in your right hand. This is to facilitate recording. When you answer the phone, you need to record a lot of time When your right hand is empty, you can write down the contents of your mobile phone immediately. Even if you need to consult the information, you can take it out immediately when your right hand is empty. The completed telephone records should be sorted and kept well, and don't throw them away.

★ Always keep in mind the "5WH" skills.

The so-called "5WH" refers to: ① When, ② Who, ③ Where, ④ What, ④ Why and ⑤ How to proceed. These materials are very important in work, and they are very important for making and answering calls. Telephone records should be concise and complete, and master the "5WH" skills. Be prepared before you make a phone call, and arrange what you want to say clearly according to the "5WH", so as not to pick up the phone and talk for a long time without getting to the point. When you answer the phone, you should prepare a memo and record the content of the other party's speech according to the requirements of "5WH" to avoid missing or remembering a lot of nonsense. Its influence is to obtain very comprehensive information quickly and accurately.

★ Understand the purpose of calling.

Almost all calls made during working hours are related to work. Every phone call of an enterprise is very important and cannot be perfunctory. Even if the person you are looking for is not here, try to find out the reason when you answer the phone to avoid delay. We must first understand the purpose of the other party's call, and if we can't handle it ourselves, we must also record it carefully. By euphemistically exploring the purpose of the other party's call, you can win the favor of the other party without delaying things.

★ Wait for others to finish.

I received a phone call from a long-time customer, and the other party only said the name of his company. In the absence of confirmation, it will cause unnecessary misunderstanding if you judge the name of the other party by yourself, but turn the phone over, or answer casually without listening to the other party. If you can finish listening to each other, such a mistake will not happen. This kind of mistake will not only be rude to the other party, but also waste time, and the other party will be angry with this attitude.

★ Remember the customer's name.

For departments or customers with frequent telephone contact, it is helpful to remember the names of the other departments and individuals correctly, which will enhance feelings and expand trust.

★ Politeness before hanging up.

In order to avoid making mistakes before hanging up, you should repeat the important items on the phone, and after clarifying the purpose again, say thank you, goodbye and other kind words to the other party. In order to make a good impression on the other party, never ignore the last courtesy. Besides, we have to wait for the other party to hang up before putting down the receiver. When you put down the receiver, you must put it down gently, which is not only polite to the other party, but also to protect the mobile phone and not affect the work of others.

Second, how to make phone calls

★ Before making a phone call, determine the first receiver and the second receiver, and then determine the content of the phone conversation. If there are many contents, make a draft in advance to be clear and concise. When you call an unfamiliar person, you should give the other person a calm and sober feeling. When you connect the phone and confirm that the phone number is correct, you should immediately briefly explain your identity, name and the name of the person you want to talk to. When the other person answers "wait a minute", you should wait with the microphone. If the other party tells you that "the person you are looking for is not in", don't just "click" to hang up and say "thank you".

★ When inviting or notifying the other party, the words should be simple and clear, which is in line with etiquette. Because the microphone is different from the interview, it is not a good habit to stick the microphone too close or too far away. Generally speaking, the volume is slower than usual on the basis of hearing the other person's voice clearly. When necessary, you can raise your voice and throw a friendly "smile" at each other to make them feel kind, but you must not put on airs and take it seriously.

★ Pay attention to the rhythm and speed of speaking whether you are making a phone call or answering a phone call. Generally speaking, speak slowly, pronounce clearly, important words (such as time, place, numbers, etc. ) can be repeated. When the other person is speaking, you should briefly answer "Yes", "Yes" and "Yes" to make the other person feel that you are listening carefully.

★ Make a short phone call. The line is busy for a long time, which may delay things.

★ Don't forget to say "I'm hanging up, ok?" ? Or, "Goodbye! If the other person is an elder or leader, wait for the other person to hang up, and then put down the receiver to show politeness.