TelephoneEtiquette电话礼仪.ppt

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1、Telephone Etiquette,Answering incoming calls,Answering the phone within the frist few rings(3 Rings),Ring.Ring.Ring.,For operators,Greeting:Wellcome your caller Announce who your firm is Introduce yourself Let them know you are here to help them Good afternoon,welcome to*,this is*.How can I help you

2、,Making notes:writing down the callers name and reason for the callPuting caller on hold or leaving a message Hold on,please!To end the conversation Thank you for calling!,Transferring Calls,Tell the supervisor who the caller is Which line the caller is on What they wishes to discussMr wang,Mrs.li i

3、s on line 2,she has some problem on*.Are you available to speak with her,Putting Calls On Hold,Offer the caller a choice:to hold or leave a messageCheck back every 15 secondsGive the caller a choice again,Taking Messages,1 Record the callers name2 List phone number(Clarify whether it is a mobile,off

4、ice or home number)3 Name of the person being called4 What the call is about,5 Check the message6 List date and time of the call7 Sign your name,Handing difficult telephone situations,Keeping cool2.Listening Carefully3.Showing Empathy-understanding/compassion/sympathy4.Asking whats the promblems of

5、the caller5.Offering Options,Making phone calls,1.Announcing your company 2.Introduicing yourself 3.whom you want to speak 4.what the matter is about,An efficient telephone,Considerate the time Think about the main purpose before make a call Prepare some information in your hand Confirm the phone nu

6、mber,Never Vs Always,NEVERNever allow Answering two conversations at the same time.Never eat or drink when answer the phone.Never drop the telephone receiver.Never leave the receiver uncovered as the caller will hear you speaking.,Never Vs Always,ALWAYSAlways greet first“Good morning”or“Good afternoon”and introduce yourself or the department.Always speak English and speak slowly.,Always have a pen near the telephone.Always leave a message if its necessary.Always give your full attention to the caller,do not try to do two tings at once.,Thanks!,