Terms for answering the phone at the front desk

1

Speak civilly and serve enthusiastically

(1) Use polite language in reception services, be consistent and take it for granted. When you receive an incoming call, use honorifics first, such as "Hello!", "Please speak", etc.

(2) The tone should be humble and the attitude should be sincere. No matter what the caller's attitude is when speaking, the operator should always maintain a humble tone and sincere attitude, and never contradict or argue with the caller.

(3) The tone should be friendly and tactful. Have the spirit of helping others solve their problems and being willing to help others. When you speak, your tone is friendly and tactful, so that the person you are talking to can feel your care and assistance.

(4) The tone should be soft and pleasant, so that the caller feels as if he is hearing the call of relatives at home and feels "at home".

(5) Pronunciation must be accurate and clear. No matter which language or dialect you speak, your pronunciation must be accurate and clear. Only in this way can we ensure that the other party hears clearly.

(6) The language should be concise and the words should be used appropriately. Speak concisely and to the point, do not be verbose, use words appropriately, do not misunderstand, and avoid blurting out vulgar language.

(7) The speaking speed should be moderate. According to different call recipients, the speaking speed should be properly controlled. For those who are in urgent need of a call, they should not give people the feeling of being slow and deliberately delaying time. For the elderly, Those who are difficult to communicate with people or languages ??should slow down their speaking speed appropriately in order to achieve the purpose of being clear and unmistakable.

2

Be patient and sincere and maintain credibility

(1) Be patient when explaining. When the caller has questions and asks for help, the operator has the responsibility to patiently try his best to explain to the caller. He must not ignore the call and quietly hang up the phone.

(2) Be open-minded when accepting complaints. When the caller calls to complain about service quality, he or she should listen carefully with an open mind and promise that the caller will promptly report the matter to the relevant department. Never refuse or interrupt the call.

(3) For services such as "leaving messages on behalf of customers", you should not be afraid of trouble. Never say things like "I'm not available" or "I don't know" to guests. Even if you still fail to meet the guest's requirements after repeated efforts, you should take the initiative to explain and apologize to the guest.

(6) The operator is engaged in a confidential job, and the internal information of the store and the private situation of the guests cannot be leaked. This is not only organizational discipline, but also the minimum requirement of etiquette.

3

Use salutations correctly

The honorifics used on the phone generally include "you", "hello", "please", "excuse me", "Trouble you", "Thank you", "Can you", "Can you help me", "Thank you", "At your service", "Please", "Thank you", "Please wait", "Sorry", "Goodbye", etc. .