Public Relations Etiquette Telephone Etiquette

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Preparation before answering the phone

Prepare recording tools: If you do not prepare recording tools, then when the other party needs to leave a message, you will have to ask the other party to wait for a while and let the guests wait. , this is very rude. Therefore, before answering the call, prepare recording tools, such as pen and paper, mobile phone, computer, etc.

Stop all unnecessary actions: Don’t let the other party feel that you are dealing with something unrelated to the phone. The other party will feel that you are distracted, which is also impolite.

Use the correct posture: If your posture is incorrect and the phone accidentally slips from your hand or falls to the ground, making a harsh sound, the other party will also be dissatisfied. Pick up the phone quickly with a smile: Let the other person feel your enthusiasm on the phone.

Precautions for answering the phone

1. Answer the phone within three tones: This is a mandatory requirement for answering the phone in star-rated hotels. In addition, when answering the phone, pay attention to:

2. Pay attention to the tone of voice when answering the phone, so that the other party feels that you are very willing to help him, and you can hear you smiling in your voice;

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3. Pay attention to the speed of your tone;

4. Pay attention to the wording when answering the phone, and never use any impolite language to make the other party feel unwelcome;

5. Pay attention to the environment in which both parties answer the phone;

6. Note that when the phone line fails, you must confirm the cause with the other party;

7. Pay attention to the attitudes of both parties on the call.

8. When you hear the other party talking for a long time, you must also reflect it, such as using "yes", "ok", etc. to show that you are listening.

9. Greet the other person proactively and introduce yourself to the department;

10. If you want to know who the other person is, don’t ask abruptly: “Who are you?”, you can say: “Who are you?” ?Or you can ask politely, ?Sorry, may I know how to address you?;

When you have to put the phone on hold or ask guests to wait, you should give an explanation and apologize. Pay attention to the other person every 20 seconds and ask them if they are willing to wait.

11. Thank the other party for the call and end the call politely: At the end of the call, use a positive attitude and use the other party's name to thank the other party.

12. Always call each other by name to show respect for each other.

13. When there is a missed call on your mobile phone, you should promptly reply to the text message or call and ask if there is anything important.

14. If it is not something important, try not to call after ten o'clock in the evening. Call anyone so as not to disturb others' rest

Time to call

When making a phone call, if you respect the other person, be polite and enthusiastic, you will give the other person a good impression. The call should be made at an appropriate time, and there is no emergency. Generally, the call should be made after 8 o'clock during the day (after 9 o'clock on holidays), and before 21 o'clock at night, so as not to disturb others' rest. During nap season, you should not make phone calls at noon. Generally, the call time is 3 to 5 minutes, so as to improve the efficiency of the call and reduce the time occupied.

Be fully prepared when using the phone. Before the call, you should be well-informed about the content and purpose of the conversation, and avoid incomprehensible or stammering calls. A notepad should be kept next to the phone to avoid being busy and delaying the other party's time when you need to record.

When making an outbound call, remember the correct phone number to avoid making a wrong call. If you dial the wrong number, you should apologize politely to the other party and do not hang up the phone. After dialing, you should first say "Hello!" and then quickly report your work unit and, if necessary, your name. Then tell the person who answers the phone who you are looking for: "Can you please look for Mr. Listen to the call, thank you. ?If the other party agrees to find someone, you should hold the receiver and wait quietly. Do not leave or do other things at this time.

When the other party tells you that the person you are looking for is not available, you must not hang up immediately. Instead, you should say "Thank you for bothering me!" or ask the other party to help convey: "If possible, could you please call him?" If the other party agrees to your request, you should express your gratitude; if the person you are looking for answers the phone, you should first extend a brief and polite greeting and then enter a formal conversation.

Notes on making phone calls

★The important first tone

When we call a certain unit, as soon as the call is connected, the other party can hear the other party A friendly and beautiful greeting will definitely make you feel happy and enable the conversation between the two parties to start smoothly. Just paying a little attention to your language on the phone will leave a good impression on the other person. In the same way, say: "Hello, this is XX", but the voice is crisp and pleasant, and the enunciation is clear. If someone hears the unclear and gloomy voice, it will leave a completely different impression on the other party. If you don't make a good impression on the phone, the other party will also have a negative opinion of your organization. Therefore, remember that when you answer the phone, you should be aware of "I represent the image of the company."

★Answer the phone quickly and accurately

Enterprises are busy with business, and there are often several phones in an office. When you hear the phone ringing, you should pick up the receiver accurately and quickly, preferably in the Answer within three tones. The phone rings for about 3 seconds. If no one answers the phone for a long time, it is very rude to keep the other party waiting. The other party will be very anxious while waiting, and your company will leave a bad impression on him. Even if the phone is far away from you, when you hear the phone ringing, you should pick up the receiver as quickly as possible. This attitude is something everyone should have, and this habit should be developed by every office worker. If the phone rings five times before you pick up the phone, you should first apologize to the other party. If the phone rings for a long time and you just say "hello" when you answer the phone, the other party will be very dissatisfied and leave a bad impression.

★Before making a phone call, you should determine the first and second addressees, and then determine the content of the phone conversation. If there is a lot of content, you should make a draft in advance and strive to express it clearly and concisely. When calling someone you are not familiar with, you should give the other party a feeling of calmness and clear thinking. When you answer the call and confirm that the phone number is correct, you should immediately briefly state your identity, name and the name of the person you want to call. When the other party answers "Wait a moment", you should hold the phone and wait; if the other party tells you what you are looking for, When the person is away, do not hang up the phone rashly and say "thank you" instead.

★Please be brief when making phone calls. If the line is busy for a long time, you may cause trouble.

The receiver shows courtesy.

Effective telephone communication skills

Almost all calls made during working hours are work-related. Every phone call in the company is very important and cannot be ignored, even if the person you are looking for is not there. , be careful not to reply rudely: "He's not here" and hang up the phone. When answering the phone, you should also try your best to ask the reason clearly to avoid any mistakes.

When the other party inquires about the phone numbers of other units in the department, they should report it immediately and cannot say that they do not know.

We should first confirm the identity of the other party and understand the purpose of the other party's call. If we cannot handle it ourselves, we should carefully record it and tactfully explore the purpose of the other party's call, so that we can avoid any mistakes and win the other party's favor.

You should listen patiently to the questions raised by the other party; when expressing opinions, you should allow him to speak freely and moderately, and do not interrupt unless you have to. During this period, you can explore each other's needs and problems by asking questions. Focusing on listening and understanding, showing empathy, and building rapport are the keys to effective phone communication.

When receiving an accusatory or critical phone call, you should explain it tactfully and express your apology or gratitude. Do not argue with the person who made the call.

When talking on the phone, you should pay attention to the accuracy and explain the matters completely and clearly to increase the other party's recognition. Don't be perfunctory.

If you need to search for data or contact us separately for a request, you should first estimate the length of time it may take. If the search or request takes a long time, it is best not to keep the other party waiting for a long time, and you should use Use another way to reply and reply as soon as possible. When requesting a form by phone, you should record it immediately to ensure timeliness and send it as soon as possible.