Etiquette of answering the phone in the workplace

Etiquette of answering the phone in the workplace 6

The etiquette of answering the phone in the workplace 1 1 and the principle of "ring no more than three times"

After the phone rings, if you pick it up immediately, it will make the other party feel abrupt; It is inefficient to answer the phone after ringing more than three times, which will inevitably leave the caller with the first impression of poor management of the company, and at the same time make the other party impatient and anxious. If you can't answer the phone in time for objective reasons, such as the phone is not with you, or you can't leave for the time being, you should apologize to the other party after answering the phone and make an appropriate explanation, such as "I'm sorry to have kept you waiting".

If you answer the phone at home, it is not necessarily as timely as in the office, but answering it as soon as possible is a respect for the other party and a basic courtesy of a person. If the bell rings more than five times, apologize to the other party. Although old friends don't have to apologize formally, they should also explain the reasons for the delay to each other.

Step 2 standardize greetings

In the workplace, when you answer the phone, you should say hello first and then report yourself. The name of the unit should be reported for external reception, and the name of the department should be reported for internal telephone calls.

Self-reporting is to let the other party know if there is a wrong number, and you can save your breath in case of a wrong number. Standardized telephone calls not only show respect for each other, but also show the efficient and strict management of the unit.

There are many choices to answer the phone at home. The standard one can be: "Hello!" "Greet each other. Of course, answering the phone at home is different from answering the phone at work. At home, the key is to make the other person feel friendly, which is mainly reflected by the tone and tone of the person who answers the phone. Too standard telephone calls will make people feel that "business is business" is cold.

For example, the basic skills of telephone opening "Hello, I'm XX, I'm Xiao Xue, and I'm glad to serve you. [If there is no answer for two seconds] What can I do for you? " ;

Ask the relevant personnel, "Please wait a moment". If the caller can't answer the phone within 5 seconds, you must explain "Hello, XX will come soon" and "Hello, XX is in XX, please wait a moment".

What to do when the person you are looking for is not available or can't answer the phone. It should be noted here that before asking the other person's name, tell him that the person you are looking for is not in.

For example, I can't answer the phone on the spot. "Hello, XX is in XX. Is it convenient for him to call you later? " [Yes/No] "Ok, I recorded it".

The client is not here. "Hello, XX[ person ]XXXXX, can I ask him to call you back when he comes?" [Yes/No] "Okay, I recorded it."

Taboos: "He is not in", "Wrong number", "No such person" and "I don't know".

3. Be polite when answering the wrong phone.

When answering the wrong phone, it is easy for people to ignore politeness and even behave rudely, because people think that answering the wrong phone has nothing to do with them. But in fact, not all wrong calls must have nothing to do with themselves. Sometimes, the other person is just someone who has an important relationship with himself. So when you answer the phone, you'd better be polite and keep a good attitude.

4. Learn to record and quote each other's names.

When answering the phone, repeat the conversation of the other party if necessary, and briefly record important contents, such as time, place, contact matters, problems to be solved, etc. People who work in offices should consciously train their listening skills.

If the other party is an old customer who often calls and can recognize his or her voice as soon as he or she opens his or her mouth, then you can say hello with an appropriate title: "Hello, Manager Wang." This will leave the other party with a feeling of special attention and enhance the other party's good impression on you.

5. Hang up after the other party hangs up.

After the telephone conversation, try to get the other person to end the conversation. When you say goodbye to the other person, don't forget to say goodbye, too, until the other person hangs up. It's best not to hang up as soon as you hear the other person say "goodbye", especially before you have time to say "goodbye". If you really need to end it yourself, you should explain and apologize. After the call, wait for the other party to put down the phone, and then gently put down the phone to show respect.

Be careful when you hang up, don't let the other party hear a loud pause.

Start from the dribs and drabs of daily life, form good habits, and don't care about details, because details determine success or failure.

Etiquette of answering the phone in the workplace 2 In the workplace, it is essential to communicate by telephone. You should adjust your thinking when calling others. When your phone rings, you should concentrate as soon as possible, temporarily put down what you are doing, so that your brain can clearly handle the information or business brought by the phone. Of course, the above process should be completed immediately. If you let the phone ring for too long, the other party will hang up and you will lose the opportunity to get information or business. Here are some tips that you can refer to and learn from when answering the phone:

1, the incoming call cannot be answered after ringing for more than three times. Sometimes answering the phone once will give people a very abrupt feeling, which will make the other party feel that you are not in the mood to listen to him at all. Answering after three rings will make the other party impatient and anxious. If it is a customer, it may affect the cooperation between the two parties. Therefore, it is the best state to answer the phone after the phone rings twice. If the phone rings more than three times when you really can't get away from answering the phone, you should apologize to the other party for keeping you waiting. General standard telephone language: First of all, introduce yourself and your situation, let the other party make sure that you have dialed the right number, so as to avoid wasting some time by dialing the wrong number.

2. Pay attention to the use of tone when talking. Telephone is a very intuitive and convenient way of communication, so pay attention to your tone, because the other party will not only pay attention to your content, but also pay attention to your tone. Try to use polite language in the work phone, and take the initiative to let the other party have the feeling of communicating with you, so the chances will be much greater.

3. When talking to customers on the phone, we should adhere to the principle of hanging up first and then connecting. When the other person is saying goodbye to you, you should also respond politely to show respect. Wait for the other party to hang up first, and then hang up after confirming that the call is over. Be careful not to make too much noise when you hang up.

Etiquette of answering the phone in the workplace III. Answer in time

If the telephone rings, you should lower your head to answer it at once. If you don't answer the phone in time, it will reflect a person's sloppy attitude. Answer the phone in person, and don't let others answer it for you easily, especially children.

When answering the phone, we advocate "the bell doesn't ring three times": it is most appropriate to answer the phone within three times. It will be a long time before the bell comes late. Don't pick up the receiver after the bell rings once. This will surprise the caller. If the bell rings for a long time for any special reason, you should explain the situation to the other party and apologize when talking to Liu Fang.

Under normal circumstances, it is not allowed to miss the call, especially the scheduled call. Just like knocking at the door. If you open the door just after the first knock, it will surprise the other person and you will think that you are busy waiting for someone to knock. If you knock on the door, many provinces don't respond, and it will be considered that no one is there, or they don't want to pay attention.

Second, mutual confirmation.

Under normal circumstances, the other party will take the initiative to introduce themselves after calling. If the other party doesn't introduce himself on the phone or you don't hear clearly, take the initiative to ask; "Who's calling, please? what can I do for you? Who are you looking for? " However, people are used to picking up the receiver and asking each other, "Hello?" This will make the other person feel embarrassed, alienated and impersonal. Pick up the phone. After picking up the receiver, first introduce yourself: "Hello, I'm XXX."

Third, the handling of unconventional calls.

If you receive a wrong call, don't get angry and don't hurt others. The correct way is to briefly explain the situation to the other party and then hang up. Sometimes when you pick up the phone and say hello, the other party can't hear you. At this time, you must not indiscriminately think that it is a malicious harassment of the phone and break into the house. Because this situation is probably caused by telephone line problems. So that you can't hear each other's voice, but the other party can hear it. If the other party is your client or superior, what will happen if you curse at this end? If the other person is malicious harassment, you should criticize the other person briefly and severely. There is no need for verbosity, let alone swearing; If the problem is serious, consider calling the police.

Fourth, prioritize.

1. It is impolite to concentrate on answering the phone, talking to others, reading files and watching TV while listening to the phone, and it is also impolite to eat.

2. If you receive a phone call during a meeting or meeting with a distinguished guest, you can apologetically explain why you can't talk immediately and promise to contact again later.

If another call comes in while answering the phone, don't ignore it, because it is probably urgent. You can ask the caller to wait for a while, explain the reason, and then answer another call immediately. After asking about the situation, visit the other party and wait, or call back later before continuing to talk to the former.

You can't dial the telephone line just because the picture is clear.

Fifth, standardize answering the phone.

When answering the phone for someone else. If you want to know the order of speaking, you should first tell the other person the origin politely, and then you can ask who the other person is and what he does, but don't ask the other person what is the relationship with the person you are looking for.

1. Respect the privacy of others. When answering the phone, don't shout to the person Liu Fang is looking for from a distance. Don't eavesdrop on other people's phone calls, let alone interrupt. Don't spread what the other party wants you to convey at will.

2. Key points of accurate memory: If the person the other party is looking for is not here, you should first ask the other party if it is necessary to transfer it. If the other party wishes to do so, it should do so. It is best to write down the specific content that the other party asks to convey, such as the other party's name, company, telephone number, talking points, etc., so as not to forget it afterwards. After the other party has finished speaking, check it again to avoid unnecessary omissions.

3. Communicate the content in time. When you answer the phone, you must first find out who the other party is looking for. If the other person doesn't want to ask who you are, don't force it. If the person you are looking for is not here, tell the truth and ask the other person, "What else?" The two are irreversible. After that, we should convey what the other party wants to convey in place at the first time. For whatever reason, you can't ask others to tell you what you have passed down from generation to generation.

Step 6 record phone calls

1. Information production should be standardized. Messages generally include the following items: greetings, owner's name and company, apology, reasons for leaving messages, requirements for callers, farewell, etc.

2. If it is not necessary, use the answering machine as little as possible and handle the incoming calls on the answering machine in time.

Introduction to workplace etiquette

function

Understanding, mastering and properly using workplace etiquette will help to improve and maintain the professional image of people in the workplace, and enable you to make ends meet at work, make your career prosperous and become a successful person in the workplace. Just because you have a successful career doesn't mean you should be brilliant. More importantly, you should have certain workplace skills and communicate with people in an appropriate and reasonable way, so as to win the respect of others in the workplace and win in the workplace.

Handshake etiquette

Handshake is a physical contact between people, which can leave a deep impression on people. When shaking hands with someone is uncomfortable, we often think of that person's negative personality characteristics. Strong handshake and direct eye contact set a stage for positive communication. Ladies, please note: in order to avoid misunderstanding in the introduction, it is best to extend your hand before greeting people. Remember, men and women are equal in the workplace.

Electronic etiquette

E-mail, fax and mobile phone not only bring convenience to people, but also bring new problems of workplace etiquette. Although you have the ability to find others at any time, it doesn't mean you should do so. Nowadays, in many companies, emails are full of jokes, spam and personal notes, but there is not much work-related content. Please remember that e-mail is a professional letter, and there is nothing serious in it.

The fax should include your contact information, date and number of pages. Don't send a fax without other people's permission, it will waste other people's paper and occupy other people's lines.

Cell phones may be lifeguards for many people. Unfortunately, if you use a mobile phone, you may not be in the office, and you may be driving, catching a plane or doing other things. You know, the person who calls your cell phone may not be interested in what you are doing.

Workplace etiquette: apology etiquette

No matter how perfect your social etiquette is, you will inevitably offend others in the workplace. If this happens, just apologize sincerely and don't be too emotional. Express your apologies and continue your work. Taking one's mistake as a major event will only amplify its destructive effect and make the person who accepts the apology more uncomfortable. When you are alone, it is the best time to reflect morality and the best time to reflect the realm. The corner of the workplace is often the place where a person can best show his true colors. Usually, he wears a suit and tie. He is gentle and looks elegant and generous. Can not reflect a person's true quality, but in the corner of the workplace, it can better reflect etiquette and morality.

Elevator etiquette

Although the elevator is small, it is not shallow in knowledge, full of professional etiquette, and shows people's morality and education.

1. When you are alone in the elevator, don't look around, just scribble and express your feelings, and the elevator will become a billboard.

2. When accompanying guests or elders to the door of the elevator hall, press the elevator button first; When the elevator arrives and the door opens, you can enter the elevator first, press the open button with one hand and the side door with the other hand to let the guests in first. After entering the elevator, press the floor button that the guest wants to go to; When other people enter during the trip, you can ask which floor you want to go to and help press it. Try to face the guests sideways in the elevator without saying hello; When you arrive at the destination floor, hold down the door opening button with one hand, and make a gesture of please go out with the other hand. You can say, "Here we are, after you!" After the guests get out of the elevator, they immediately step out of the elevator and sincerely guide the direction.

There are many people in the elevator when going to and from work. Those who come up first should take the initiative to go in and make room for those who come up behind. What comes up behind depends on the number of people in the elevator. The overload bell rang, and the last one who came up should take the initiative to wait for the next one. If the last person is older, the newcomer should take the initiative to ask himself to get off the elevator.

Etiquette for answering the phone in the workplace 4 1. After hearing the telephone ring, you'd better answer it within three times. If it rings more than six times, you should say sorry to the other party first.

Smile when answering the phone, because the smile will be passed on. Although the other person can't see it, you can feel it from your words.

Be careful when answering the phone, don't let your colleagues do other things, and don't talk to the people next to you. Doing so will make the other person feel that you are not attentive, and thus feel that you are not respected.

4. Pay attention to the correct posture when answering the phone. Don't lie down or put your feet on the table, because incorrect posture will also affect the sound effect, and it is easy to cause the phone to slip and make the other party feel uncomfortable.

You should prepare some white paper and pens by the phone. When the other party needs you to write something down or send a message to the boss, you can record it quickly and accurately to avoid conveying mistakes. It is also impolite to keep the other party waiting without preparing a pen and paper in advance.

Generally speaking, the person who ends the call is the caller. But when the phone becomes rambling or rambling, the caller just says, I'm fine now, Barbara. I'm very glad to talk to you on the phone. We look forward to seeing you on the 7th. Goodbye. Or something decent.

Ps: When your phone is interrupted, usually the caller should call again first.

We usually have the experience of being pestered by long-winded callers. He may be a persistent salesman or a friend who likes to talk at length. When you try your best to interrupt the call, but all efforts fail, you can take more active measures. First of all, there is a pause, and it is even necessary to interrupt, for example, I'm very sorry, I have to hang up. The child cried. Or John is waiting to use the phone. Still wow! I'm late for my date now, so I have to go. Something like that.

Another occasion where a call must be ended quickly is when a guest suddenly visits, whether at home or in the office. It is very inappropriate to chat for a long time when guests are visiting. When you know that this call can't be finished soon, you should postpone it for a while and call again at a more suitable time in the future. At home, you can say: Tom has just visited, shall I call back later? Business people can say: I have clients now. If you can leave your phone number, I'll call you later when I have time.

On the other hand, if you know that the phone call will take a long time, or you want to stop chatting happily, then say to your friend at the beginning of the conversation: Is it appropriate to call now? Still have time to talk? If more people adopt this method, there will be fewer complaints about the boredom and interruption of telephone calls.

Etiquette for answering the phone in the workplace 5 1. Try to answer the phone within three rings.

2. Try to talk less nonsense and answer as short and to the point as possible.

3. When answering the phone, the tone of "Hello" should be raised to make you happy, gentle and polite.

Nothing special. It's better to omit this "hello" and say "hello" directly.

5. If it is the phone number of the company, you can directly report it yourself, such as "Hello, this is XXX company, what can I do for you" and so on.

6. Try to control the telephone time within three minutes.

7. It's better to say goodbye when you hang up, so as to avoid hanging up inexplicably.

8. Generally speaking, hanging up means waiting for the other party to hang up; What if two people are waiting for each other to hang up first? You can't wait forever, so you can hang up three seconds after the call ends.

9. If it is a landline, please put down the phone gently, otherwise the sound will definitely erase all the beautiful images in front of you.

10, if you press speakerphone, tell the other party.

1 1, actively listen to what the other party is saying; Concentrate on each other and don't think about what you did at that time. If you can't concentrate, you should practice concentration in your usual work.

12. Under special circumstances, give the phone to a colleague. If an unexpected phone call will disturb someone who is doing something important, use a tape recorder or voice mail.

13. If someone can answer the phone for you, you can set the time of day when you don't answer the phone, but make sure that the person who answers the phone can deliver the information accurately.

Code of etiquette in the workplace

Code 1

Even if you answer an ordinary phone call, you should reply to the other party quickly with a sweet voice! When you pick up the phone, you should always remember to say hello. A pleasant greeting often makes communication smoother. Don't forget to say thank you at the end of the call!

It is important to keep your professional attitude and image forever!

Code 2

Avoid noise and interference! Whenever you talk, answer the phone or do other things, you should control your voice!

You should pay attention to the fact that the sound will seriously affect the office environment, and be careful that casual actions will affect the attitude of colleagues around you!

Code 3

Never talk and laugh loudly with your mouth full. These are considered unprofessional behaviors in the workplace.

Don't underestimate table manners, it can reveal a person's true character.

Code 4

Eat at the lunch time stipulated by the company. If there are colleagues or clients in your office, you'd better not eat at your desk. Although it is your freedom to eat when and where, if there is nothing urgent at the appointed lunch time, you'd better have dinner with your colleagues and exchange ideas by the way. Otherwise, everyone comes back from dinner and you eat out. Once someone asks for you or a customer calls, there will be an embarrassing situation.

Remember, your success depends on the image you set for yourself!

Code 5

Don't bring some personal bad habits and subconscious actions to the workplace! You may not agree with many personal habits, such as biting your nails and picking your nose. But the office is a public place, and these indecent behaviors often make your professional image greatly discounted.

Get rid of those annoying bad habits! Try not to throw your face in public.

Code 6

To avoid habitual procrastination, it is very important to behave well at work!

Remember, procrastination will affect your interpersonal relationship, and it is more likely that you will miss the opportunity of career development!

Code 7

In the workplace, try to avoid talking and sharing topics about your career ambitions and goals! Such a topic will make colleagues and companies doubt your professional loyalty and affect your development prospects. Besides, there are many taboo topics in the workplace, including personal privacy, religion, health and other topics. Don't confuse work with personal life, be clear about the boundaries between them.

Pay attention to your language and stay away from taboo topics, so your work will be easier and easier.

Dress etiquette knowledge in the workplace

Workplace dress code

As the saying goes, "a man looks at his clothes and makeup." If you want to establish a good image in the workplace, you need to pay attention to your appearance in all aspects. From clothes, hairstyles and makeup to accessories, manners and even nails, you should pay attention to them.

Among them, dress is the most important, and dress shows your attitude towards work and life in a certain sense. Clothes have a great influence on appearance, and most people's understanding of another person can be said to start from his clothes. Clothing itself is a weapon, which reflects your personal temperament, personality and even inner world. A person who lacks taste in clothes is bound to be at a disadvantage in the office war. Wearing a proper formal suit at work is worth a thousand words.

Dress code for men's workplace

Three-color principle: The three-color principle has been emphasized in dress etiquette for men, which mainly means that men can't have more than three colors, and very similar colors are regarded as the same.

Collar principle: Collar principle says that formal dress must have a collar, and clothes without a collar, such as T-shirts and sweatshirts, can't be regarded as formal dress. The collar of a man's formal suit is usually a collared shirt.

Button principle: In most cases, formal clothes should be button-type clothes, zipper clothes can't usually be called formal clothes, and some more solemn jackets can't actually be called formal clothes.

Principle of belt: Men's trousers must be tied with a belt, and sweatpants worn through tightness can't be regarded as formal clothes, and jeans naturally don't count. Even pants, if you can behave yourself without a belt, it means that the waist of these pants is not suitable for you.

Principle of leather shoes: formal dress can not be separated from leather shoes, and sports shoes, cloth shoes and slippers can not be regarded as formal dress. The most classic dress shoes are lace-up shoes, but with the change of the trend, convenient and practical lazy off-the-shoulder shoes have gradually become the mainstream.

Women's workplace dress code

Compared with men's dress principles, there are some popular factors in women's dress.

The most basic requirement is that women's workplace dress must conform to personality, physical characteristics, position, corporate culture, office environment, hobbies and so on.

Women don't need to blindly imitate the clothes of men in the office, but should have a "good mentality of being a woman" and give full play to women's unique flexibility.

Women should dress flexibly and learn how to match clothes, shoes, hairstyles, jewelry and makeup to make them perfect and harmonious. When you are finally praised by others, you should praise yourself for being beautiful, not that your clothes are beautiful or your shoes are beautiful. It's just that things look good, not that you dress well.

Professional suits are more authoritative. Choose some suits with good quality. Then choose shirts, sweaters, shoes, socks, scarves, belts and jewelry in the background of a suit.

Everyone's skin color, hair color and style are different, and the suitable color is also different. You should choose some suits that suit your color, and then choose other decorations as the background color according to the suit color.

Etiquette of answering the phone in the workplace. Answer the phone and standardize etiquette

1. After the phone rings twice, you must answer it. If the bell rings more than three times, you should first say: I'm sorry or sorry to have kept you waiting.

2. First of all, you should say: Hello! Or hello!

Be patient and enthusiastic when answering the phone. Pay attention to control the tone, voice, speed and intonation, and the language is cordial, concise, polite and amiable. Having oneself represents a strong sense of company.

4. Listen to each other carefully. Generally speaking, don't interrupt the other person before he finishes speaking. If it is really necessary to interrupt, you should say: I'm sorry to interrupt.

When the other person's voice is unclear, you should kindly remind him that the voice is unclear, would you please speak louder?

6. If the call comes in and the colleague the other party is looking for is not here, it is polite to explain the situation to the other party first, then ask the other party's name and consider how to deal with it; If you ask the other party not to hang up, be sure to keep saying hello to the other party, indicating that you are still taking care of this call. When your colleague comes back, tell him immediately and urge him to call back. The operator should keep detailed telephone records.

7. To transfer the call, you must first confirm that your colleague is in the office and say please wait a moment.

8. When transferring calls, the buttons should be short and clear. Don't press it for too long (usually not more than one second). After dialing the extension number, hang up the phone gently.

9. When the conversation is over, say thank you and let the other person hang up first. Don't forget to say goodbye.

10, if the things involved in the conversation are complicated, we should repeat the key parts and try our best to be accurate.

Telephone taboo words

Never use "say!" When answering the phone. "Go ahead!" .

Speaking is an imperative way, which is unacceptable and impolite. Some people say "speak" or "speak" as soon as they answer the phone, or add one or two more words "listen, speak!"

This behavior may be understandable in companies and enterprises. For some reason, due to busy work and tight time, there is not much indirect telephone call. I hope the other party is straightforward and don't waste time. But this way of hard answering the phone is too rude, and there is a domineering momentum, as if it were putting on airs. It gives people the feeling that "speak quickly, I don't have time to talk to you on the phone!" "

Some people are too lazy to "talk" about this way of answering the phone, and simply hang up without saying a word. I wanted to contact some business or provide some information. I was very uncomfortable when I heard his tone. This is tantamount to saying nothing. Such people are too lazy to pay attention to him.

Each of us wants others to be polite. Who wants to deal with people who are impolite? Therefore, when we answer the phone, we must pay attention to proper manners.