1. Holding the receiver in the left hand and holding the pen in the right hand Most people are used to picking up the receiver with their right hand, but it is often necessary to make necessary written records during telephone communication with customers. When writing, the microphone is usually clamped on the shoulder, so that the phone can easily fall off and make a harsh sound, which brings discomfort to customers. In order to eliminate this bad phenomenon, we should advocate holding the receiver with the left hand, writing with the right hand or manipulating the computer, so that we can communicate with customers easily. 2. Answer the phone after the phone rings twice. In the company, many employees offend customers for fear of improper handling, which leads to the boss's blame. Therefore, many people regard the phone as a hot potato and have the mood of not answering the phone as much as possible. In fact, the process of telephone communication with customers is also a process of training employees' ability. As long as you develop good answering habits, answering the phone is not a difficult thing. Usually, you should answer the phone after the phone rings twice. If there is still no answer after the phone rings three times, customers often think that the employees of this company are in poor mental state. 3. Give the name of the company or department. After the call is connected, the receiver should say hello to the other party first, and immediately give the name of the company or department, for example, "Hello, this is XXX company ...". With the growth of age, many people's worth will become more and more difficult to put down. When they pick up the phone, they often open their mouths and ask, "Hey, who are you looking for?" This is very impolite, you should pay attention to correct it and say hello to customers politely. 4. Determine the identity of the caller. Next, you need to determine the identity of the caller. Telephone is the lifeblood of communication. Many large-scale companies' telephone calls are transferred to the inside through the front desk. If the receiver does not ask the caller's identity clearly, it will be difficult to answer questions clearly during the transfer process, thus wasting valuable working time. In the process of determining the identity of the caller, we should pay special attention to giving the other party a cordial and easy-going greeting to avoid the other party's impatience. 5. Listen clearly to the purpose of the call. Knowing clearly the purpose of the call is conducive to the appropriate handling of the call. The receiver of the call should find out the following questions: What is the purpose of this call? Can you tell him for me? Is it necessary for the person named to answer it in person? Is it general telemarketing or telephone communication? Every employee in the company should actively take responsibility, and don't be absent-minded just because it's not his own phone. 6. Pay attention to the politeness shown in the process of voice and expression communication, which can best reflect a person's basic literacy, and develop the habit of saying polite words at any time, which can make customers feel relaxed and comfortable. Therefore, pay attention to the voice and expression when answering the phone. Good voice, and kind to others, will make customers have the impulse to visit the company in person. Don't expose your bad feelings when answering the phone, and don't trample the company's gold-lettered signboard under your feet because of your voice. 7. Keep the correct posture. You should always keep the correct posture when answering the phone. Under normal circumstances, when a person's body sinks slightly and the abdomen is oppressed, it is easy to cause the voice of the abdomen to be unable to be emitted; Most people use the chest to speak, which makes them thirsty. If you use the voice of Dantian, you can not only make the voice magnetic, but also won't hurt your throat. Therefore, keep sitting posture, especially don't lie on the edge of the desktop, which can make the sound natural, smooth and beautiful. In addition, keeping a smiling face can also make customers feel your pleasure. 8. Repeat the main points of the call. Don't forget to repeat the main points of the call before answering the phone, so as to prevent misunderstanding caused by recording errors or deviations and make the whole work more efficient. For example, we should check and proofread the meeting time, place, contact number, area number and other information to avoid mistakes as much as possible. 9. The last thank you is also the basic etiquette. The visitor is the guest, and the customer is the most important. Don't think that you can ignore the telephone customers because they don't face them directly. In fact, customers are the food and clothing parents of the company, and the growth and profit increase of the company are closely related to the exchanges between customers. Therefore, employees of the company should be grateful to customers, thanking them and wishing them well. 11. Let the customer receive the line first. Whether in the manufacturing industry or the service industry, you should remember to let the customer receive the line first in the process of calling and answering the phone. Because once you hang up the phone first, the other party will definitely hear a "click" sound, which will make the customer feel very uncomfortable. Therefore, at the end of the call, you should politely ask the customer to receive the line first, and then the whole call will be successfully ended. Case The following is an example of telephone etiquette: Ms. Lin Yu of Taiwan Province called Mr. Gao Qi of Time Company to discuss business. Colleague: Hello, Time Company! Who are you looking for? Lin Yu: Is Gao Qi there, please? Colleague: Where are you, please? Lin Yu: I'm Taiwan Province Lin Yu. Colleague: Just a moment, please. I'll put you through and see if he is in. Lin Yu: Thank you! Colleague: Miss Lin, I'm sorry! Gao Qi went out and hasn't come back yet! What do you want me to tell him? Lin Yu: Please tell Gao Qi that I have Mail the script of the video to his mailbox, and ask him to come back and see if there are any changes. Colleague: OK, I will tell Gao Qi that you have SEND the script. Lin Yu: Thank you! Colleague: You're welcome! Lin Yu: Goodbye!