Polite Linguistics of Business Telephone Response

(1) Polite expressions for answering the phone:

"Hello, …", "My name is …", "Sorry, you have the wrong number", "You're welcome" and so on.

1, introduce yourself before calling, don't just ask "Hello, who are you?" .

When you dial the wrong number, you should apologize politely and should not hang up immediately.

When the phone rings, answer it quickly. If you call when receiving visitors, you should pay attention to say hello to the visitors first and say, "I'm sorry!" " ",and then go to make a phone call.

The first sentence when picking up the receiver should be to say hello to the other party, and then introduce yourself. For example, "Hello, …".

If the person you are looking for is not here, you should answer: "He has left now", or "He just went out" or "He is negotiating business with a client". If the other party asks to leave a message, you should write down the name, phone number and things of the other party and give them to the other party as soon as possible.

6. Don't interrupt when listening to the other party's phone; When you want the other person to repeat, you should wait until the other person has finished.

7. If you need to ask anything during the call, you should tell the other party immediately and ask him to wait. For example, "Please wait a moment" or "I'll call you back later".

8. When you call the wrong number, don't be cold and blunt, let alone say something rude.

sight

Improper language

Polite language

Say hello to people

hello

howdy

self-introduction

I'm from XX Company.

This is * * company

Asking about each other's identity

Who are you?

May I ask who you are?

Ask someone's name

What's your name?

May I know your name?

Ask the other person's last name

What's your last name?

Can I have your name , please?

Find someone else to call

What's your phone number?

Can you leave your contact information?

Looking for someone?

Find me x

Can you help me find XXX? thank you

Ask sb

Who are you looking for?

Who are you looking for?

Ask about sth.

what can I do for you?

what can I do for you?

Tell others to wait.

We'll see.

A moment, please.

People are not here.

He's not here.

Sorry, he works in another office. Please call him directly. The telephone number is …

He's not here.

He is not here now.

Sorry, he is not here now. If you are in a hurry, can I tell him for you?

Call back later.

You can call later.

Can you call back later?

End the conversation.

Is that what you're saying?

Do you have anything else? Or do you have other orders?

Can't do

That won't do.

Sorry, it didn't work out as you hoped! Or sorry, we may not be able to do this.

won't forget

I won't forget it.

Please rest assured that I will. . . .

Did not hear clearly

What? Say it again!

Sorry, it's too noisy here. Would you please say that again?

(B) telephone answering courtesy language specification

1. Greetings: Hello, XXX (company abbreviation) and XXX (work number or name) are at your service.

2. Midway greetings: In conversation, you must address the other person as "Mr./Ms. X".

3. Polite expressions: Use more honorifics, such as hello, I'm sorry, I'm sorry, please wait a moment, thank you, and you're welcome in the conversation.

4. Conclusion: Thank you for your support. Goodbye!

(Answering the guest) Do you still need help? (If not) Mr./Ms. X, thank you for calling. Goodbye!

(If you can't answer right away) Mr./Ms. X, we will get back to you as soon as possible. Thank you for calling. Goodbye!

When the customer says "thank you" before hanging up, the consultant should say: You're welcome, thank you for calling, goodbye!

6. When you encounter a silent phone call, say "Hello! Xxxx Company, at your service, what can I do for you? " If there is no answer, repeat it twice: "Hello, XX Company" (pause) "Hello! Xxxx (pause), sorry, there is no sound on your phone, please call back with another phone, goodbye! "

7. When the phone is noisy and you can't hear clearly: Sorry, sir/madam, you can't hear clearly. Would you please speak louder? (Hold 10 second and wait for the call to clear. If it exceeds 10 second, it is not clear. I'm sorry, sir/madam, your phone is not clear. Please call back on another phone. Goodbye!

8. When answering an internal call: Hello, Customer Service Center, this is * * *, what can I do for you?

9. When the customer dialed the wrong number: "Sorry, this is XXX, please check it and dial again. Goodbye. "

10. If the customer's voice is too low: "Excuse me, would you please speak a little louder?"

1 1. When the customer's request is contrary to the company's regulations: "Sorry, your request is not in line with our company's regulations, I'm afraid I can't help you."

12. When it is not in the information system inquired by customers: "Sorry, the contents of your inquiry have not been recorded for the time being. Please forgive the inconvenience caused."

13. When the customer's requirements are not met: "Sorry, our company doesn't have this service for the time being. We will forward your request to the relevant departments and hope to meet you in the near future. "

14. When the customer loses his temper, "Excuse me, what can I do for you?"

15. When the customer swore, "Excuse me, would you please speak slowly?" I will definitely help you solve it. "When customers complain," I'm sorry for the inconvenience, please forgive me. "

16. On a friendly date with a customer: "Thank you very much, but I'm really sorry, I can't accept it. Goodbye. "

17. In case of harassing calls: "Sorry, our company stipulates that we can't chat during office hours. Goodbye. "

18. When the customer complains about the slow action, "Sorry to keep you waiting, we will check it for you as soon as possible."

19. When a customer complains that the phone is difficult to make or the phone is slow to answer, "I'm sorry to have kept you waiting. What can I do for you? "

20. When encountering an unfamiliar query: "Sorry, I'm not sure about this question. Do you want me to find another colleague to answer it for you? "

2 1. When a customer asked for a leader to solve the problem for him personally, he said, "Sorry, everyone in our company has their own responsibilities. Please rest assured that we will handle it according to the company's system, and your problem is within my responsibility. Would you please give it to me to handle it for you? "

22. If the customer needs to wait:

A) Mr. (Miss) X, please wait for X minutes, and I'll check it for you.

B) ... Sorry to have kept you waiting. About ..

(3) Etiquette that should be paid attention to when calling.

1, talk time: Don't talk on the phone during other people's breaks. For example, before 10 in the morning, after 10 in the afternoon, during lunch break every day; And don't call while eating. Don't take up other people's private time when making official calls, especially on festivals and holidays. It's best to avoid the time after work, because when you make a phone call at this time, the other party is often anxious to get off work and may not get a satisfactory answer. Try to call the other unit for official calls. If you really need to call the other person's home, you should pay attention to avoid eating or sleeping time.

2. Tell your name and identity first. If necessary, ask the other person if it is convenient, and then start the conversation at the other person's convenience.

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. Call length: The shorter the better. Generally, it is limited to 3 minutes. Try not to exceed this limit.

5. The content of the call should be concise, make a long story short, cut to the chase, and avoid empty talk, nonsense, nothing to say, and make a long story short.

6. The communication language should be civilized. At the beginning of the call, you should respectfully ask the other person "hello" first! Then say something else. When terminating the call and getting ready to put down the receiver, be sure to say goodbye first.

7. Speak politely.

8. When making a phone call, use such modest words as "Hello", "Thank you", "Please", "Trouble" and "Excuse me". If you dial the wrong number, you must apologize to the listener. Don't hang up without saying a word.

9. In terms of etiquette, you should make demands on yourself and don't put the microphone under your neck. Don't lie on your back, sit at the corner of the table; Don't put your legs on the table. Don't use a pen instead of a hand when dialing. Don't speak too loudly. When you put down the phone, put it down gently.

10, service industry: First of all, the first sentence: Hello! Excuse me, is this Mr./Ms. XXX? Identify yourself here, and then excuse you in minutes, explaining what the purpose of your call is; Finally, Mr./Ms. So-and-so, please. Nice talking to you on the phone. Goodbye!

1 1, which does not belong to the service industry: Hello! Excuse me, is this Mr./Ms. XXX? Then show your identity and what is the purpose of calling; Finally, Mr./Ms. So-and-so will bother you. Goodbye!

12. One more thing, if you are from the service industry, you must pay attention to your speaking speed as slow as possible, your tone should be gentle, you should pay attention to the rhythm of your tone, learn to listen, listen more and talk less, let customers talk more, pay attention to concise language, and don't take up too much time of customers.

Standard terminology of telephone return visit

(1) Seven-day return visit

Related words:

1. Hello! Excuse me, are you Mr/Ms XXX? I'm XXX service director of * * company, and I'd like to pay you a simple customer return visit, is that all right?

2. According to our sales records, you bought XXX (product) with XXX (gift) in XXX (store) of XX company. Have you received the purchased products? Is it complete?

Has our after-sales service engineer installed and debugged it for you?

4. How do you evaluate our service engineers? (What is the timeliness of the service? What is the technical level? How is the service attitude? )

Are you satisfied with our service?

6. Do you have any problems now that we can help you solve?

7. If you have any questions or suggestions in the future, you can always call our service hotlines * * * * * * and * * * *, and we will provide you with services. Finally, thank you for your support. Goodbye!

(2) Return visit in January

Related words:

1. Hello! Excuse me, are you Mr/Ms XXX? I'm XXX service director of * * company, and I'd like to pay you a simple customer return visit, is that all right?

According to our sales records, you bought XXX (product) in XXX (store) of * * company one month ago, that is, in X month. How did you spend this month?

3. Is there any problem?

4. Have you received our service?

5. Telephone service or door-to-door service?

6. Are you satisfied with our service?

7. Do you have any problems now that we can help you solve?

8. If you have any questions or suggestions in the future, you can always call our service hotlines * * * * * * and * * *, and we will provide you with services. Finally, thank you for your support. Goodbye!

(3) Return visit in March

Related words:

1. Hello! Excuse me, are you Mr/Ms XXX? I'm XXX service director of * * company, and I'd like to pay you a simple customer return visit, is that all right?

According to our sales records, you bought XXX (product) in XXX (store) of * * company three months ago, that is, in X month. How did you spend these three months?

3. Is there any problem?

4. Have you received our service?

5. Telephone service or door-to-door service?

6. Are you satisfied with our service?

7. Do you have any problems now that we can help you solve?

8. If you have any questions or suggestions in the future, you can always call our service hotlines * * * * * * and * * * *, and we will provide you with services. Finally, thank you for your support. Goodbye!

(4) one-year return visit

Related words:

1. Hello! Excuse me, are you Mr/Ms XXX? I'm XXX service director of * * company, and I'd like to pay you a simple customer return visit, is that all right?

2. According to our sales records, you bought XXX (product) in XXX (store) of * * company one year ago, that is, on * * year. How did you spend this year?

3. How do you evaluate this product?

4. Have you received our service?

5. Telephone service or door-to-door service?

6. Are you satisfied with our service? (What is the timeliness of the service? How is the service quality? How is the service attitude? )

7. Do you have any suggestions for our service?

8. Do you have any problems now that we can help you solve?

9. If you have any questions or suggestions in the future, please feel free to call our service numbers * * * * * * and * * * * * for consultation. According to our service promise, we will no longer provide you with on-site service, but will continue to provide you with telephone service and maintenance service. Finally, thank you for your support. Goodbye!

(5) Three-year return visit

Related words:

1. Hello! Excuse me, are you Mr/Ms XXX? I'm XXX service director of * * company, and I'd like to pay you a simple customer return visit, is that all right?

You are an old customer of our company. According to our sales records, you bought XXX (product) from XXX (store) of XX company three years ago, that is, X years, X months and X days. We want to know how you used it these three years.

What do you think of our service?

4. Any good suggestions?

5. Do you have any problems now that we can help you solve?

6. What kind of demand do you have for IT products in the near future?

7. We will help you. If you have any questions or suggestions in future use, you can always call our service hotlines * * * * * * and * * * * *, and we will still provide you with telephone service and maintenance service. Finally, thank you for your support. Goodbye!

Some basic communicative terms of return visit

1. Excuse me, do you have time now?

Thank you for your valuable advice. I will seriously and responsibly reflect the problem for you and solve it as soon as possible.

We have never encountered this problem before, but now, I will carefully record it, thank you for your opinions.

Sorry, this is the negligence of our staff. We apologize for the inconvenience. I hope you can understand.

The process and common expressions of telephone call back to customers

After the phone is connected:

1, you have to identify yourself first: "Hello! I'm here to bother you ... "Eliminate the distrust of customers.

You should be polite: May I bother you for a while?

The purpose of this call should be explained simply and clearly. Let the customer know why you called him, and it can also find out the customer's attitude most effectively.

4. About the time and way of face-to-face communication.

5. For the customer conclusion with good communication: Thank you. You can call me at any time if you need XX. My phone number is * * * *. Ok, let's stop here. I really enjoyed talking to you. I hope I can serve you. I wish you success in your work and good health.

Telephone words and methods of customers who have received SMS but will consult in the future:

1, hello, I'm * *, sorry to bother you. We sent you a message some time ago, didn't you see it? (Let the other person answer and give room for interaction)

A. Say yes, then ask: What do you think of * *? The following situations are answered according to the customer's answers. First pay attention to praise, and then supplement or explain according to your incomplete understanding.

B. customers who say they haven't seen it, but are interested, can give him a simple and effective explanation.

C, the customer says he hasn't seen it, but he is not interested. You can communicate with him and let him talk to us to understand the customer's situation and thoughts.

D. If you are not interested, don't want to talk more, or have a very bad attitude, end the conversation politely.