Problems To Be Noted When Answering Telephone Calls

Telephone answering skills

Telephone is a convenient tool for communication and communication between modern people.

In the era of no telephone calls, it is very likely that we must go all the way to visit one another in order to speak one sentence.

Now, you can contact your partner immediately by phone.

In the field of business, telemarketing can improve the overall efficiency of the company.

Because of the application of telephone

1. the left hand holds the receiver and the right hand takes the pen.

Most people use the right hand to pick up the telephone receiver, but they are working with the customer.

In order to eliminate this unhealthy phenomenon, we should advocate using the left hand to hold the receiver, write or manipulate the computer with the right hand, so that we can easily achieve the purpose of communicating with customers.

2. after the phone rang two times.

In the company, many employees offend customers by worrying about the way of dealing with them, thus causing the boss to blame. Therefore, many people regard the phone as a hot potato and have the emotion of not answering the phone if they can not answer the phone.

In fact, the process of telephone communication with customers is also a process of training employees' abilities.

It's not difficult to answer the phone if you develop good listening habits.

Usually, the phone should be answered after two phone rings. If the ringing of the phone ringing on the three ring is still unanswered, customers will often think that the employee's mental state is not good enough.

3. name of company or department.

After the call is switched on, the caller should first greet the other person and give the name of the company or department immediately. For example, "Hello, this is a certain company..."

With the growth of age, many people will not be able to put their weight down. When they pick up the phone, they often ask, "Hey, who are they looking for? Why?"

"This is very impolite. We should pay attention to it and greet our customers with courtesy.

4. confirm the identity of the caller.

Next, we need to determine the identity of the caller.

Telephone is the lifeblood of communication. Many large companies call through the front desk. If the listener does not ask the identity of the caller, it is difficult to answer the questions during the pfer process, which wastes valuable working hours.

In the process of determining the identity of callers, we should pay special attention to giving each other friendly and easy-going greetings to avoid impatience.

5. listen to the call clearly.

Understanding the purpose of the call is conducive to the proper handling of the call.

The receiver of the telephone should find out the following questions: what is the purpose of this call? Can I give it to you? Is it necessary for the person to answer in person? Is it a general telephone marketing or a telephone call? Every employee in the company should take an active responsibility and not be absent-minded because it is not his phone.

6. pay attention to voice and expression.

The politeness reflected in communication can best reflect one's basic qualities, and the habit of forming polite words at any time can make customers feel relaxed and comfortable.

Therefore, pay attention to the voice and expression when answering the phone.

Pleasant voice and friendly manner will give customers the urge to come to the company in person.

Do not expose your bad mood in the process of answering the phone, nor do you want to trample the company's golden signboard under your feet because of your voice.

7. maintain correct posture.

The correct posture should always be maintained when answering the phone.

Under normal circumstances, when a person's body slightly sinks, when the Dan Tian is oppressed, it is easy to cause the sound of Dan Tian not to be emitted. Most people use the chest in speech, so it is easy to dry up. If using the sound of Dan Tian, not only can make the voice have magnetism, but also will not hurt the throat.

Therefore, keep sitting posture, especially not on the edge of the table, so that the voice can be natural, fluent and pleasant.

Besides, keeping a smiling face can also make your customers feel your joy.

8. repeat the key points of the call.

Before answering the phone, do not forget to repeat the key points of the call, prevent misunderstandings caused by recording errors or deviations, and make the whole work more efficient.

For example, information on meeting time, location, telephone number, area number and so on should be checked, proofread and avoided as far as possible.

9. last thank you.

The last word of thanks is also a basic etiquette.

Customers must be guests and guests should be respected. They should not be ignored because they are not directly facing the customers.

In fact, customers are the company's parents. The growth and profitability of the company are closely related to the customers' dealings.

Therefore, employees should be grateful to their customers and thank them.

10. let customers first take the line.

Whether it's manufacturing or service industries, we should keep in mind that customers should take the first place in the process of making phone calls and answering telephone calls.

Because once you hang up the phone, the other person will hear "click" sound, which will make the customer feel uncomfortable.

Therefore, when the phone is about to end, it is polite to ask the customer to take the line first, then the whole telephone will be successfully concluded.

An act of goodwill.

The staff members of the company master some necessary skills and means, which is very helpful for self marketing through telephone and giving customers a good impression of the company.

Generally speaking, if you want to feel good on the phone, you should master the key points of 5W1H call.

1.5W1H key points

(WHY) (reason)

WHY is the reason for calling.

What is the purpose of this phone call? Is it necessary to fight the phone? These are all questions that need to be considered before making a phone call, because phone calls also need to take up work time and save as much as possible.

(WHAT) (content)

WHAT refers to the content to be telephoned.

In order to achieve the maximum performance of the phone, the staff should be prepared in advance and think about the way to communicate the message to the caller so that it can immediately grasp the intention of the caller.

It is important to note that the content of the telephone should make the customer feel at home and win a good reputation for the company.

(WHO) (object)

WHO means the person who calls.

The call may be a general manager or an ordinary company employee. Therefore, at the beginning of the call, it is necessary to confirm whether the caller is looking for someone.

The different objects of the call will involve the use of different polite expressions.

But no matter who the audience is, when choosing the other party's address, we should pay attention to the superiority of the other party in order to get the corresponding reward.

(WHEN) (time)

WHEN is to choose the right time for each other to talk.

We should try to avoid making calls during the busy hours, regular meetings, meals and rest periods. This requires more attention to collecting detailed information and establishing customer files in peacetime, so as to get a higher degree of recognition from the other side.

(WHERE)

WHERE is to identify specific locations for appointments with customers.

Generally speaking, because many companies have only one telephone line, if the location is not determined, the long time of the line will inevitably affect the external communication system of the company.

Therefore, before making a phone call, we should generally choose the location of the appointment, usually in somewhere between the two companies.

HOW (method)

What HOW wants to consider is how to properly express questions on the phone.

If the original agreement is today's delivery, but when the company is too late, it should be noted that the choice of a more appropriate speech, so that customers can accept; otherwise, simply apologetic discourse, it is very difficult for customers to accept.

2. confirm the honorific name and telephone number of the other person.

After determining all the problems of 5W1H, the next step is to determine how to address each other, whether the other phone number is incorrect or not.

When a phone number is wrong or the caller is not the person you are looking for, you should apologize to the other person and try to find the correct phone number or related person.

3. name of your company and its name.

After determining the honorific name and telephone number of the other party, the staff should take the initiative to submit the name of the company and its name so that the other person will have a general idea of who is calling and what exactly is for it.

These basic etiquette helps to start the communication between the two sides.

4. recite important items and telephone numbers.

Reciting important items and telephone numbers is an essential step in verifying the results and reducing the deviation.

By repeating, the telephone content can be pmitted very accurately, so that the relevant personnel can carry out the work plan according to the instructions, avoid misunderstanding or even conflict due to the deviation of information pmission.

5. sincere response and thanks to {page_break}

Communication with customers should be sincere.

In the telephone process, inevitably will encounter some not attractive customers, for such customers should be careful not to show personal feelings, always maintain a broad-minded and calm personality.

Otherwise, the reaction of voice to mood may trigger a stronger rebound.

In addition, when necessary, we should also pay attention to express our thanks to the other party in time.

6. concentrate on your response and avoid words.

In the course of the call, you should always concentrate on your response.

If you are doing something else while you are answering the phone, you may not be able to hear the customer's words and ask the customer to repeat them again.

Therefore, telephone ringing is the beginning of concentration response, not to butt the phone.

7. don't put on airs when answering questions.

Don't put on airs or shout in the process of answering.

If you open your mouth, "where are you looking for? Why?"

Customers may have two reactions: hurry to hang up the phone or take a heavier tone.

Doing business is not a quarrel. Therefore, in the course of speaking, we should try to make the voice soft and light, but not to be pretentious. The skills of speaking can be acquired through long-term training.

[summary]

Telephone is one of the bridges of business.

By phone, you can sell the image of an enterprise.

Successful marketers should realize that customers and companies are the life community. They should use the phone prudently, strive for more interests and good corporate image for the company, and make the telephone play the most important role in business activities.

Therefore, the company's staff should pay attention to basic business etiquette in the process of answering phone calls, such as paying attention to voice and expression, sitting upright, answering questions and giving thanks in a timely manner.