1. If the call you receive is for a superior, don't directly answer yes or no, but ask the other person's name and general intention, and then say to help you find it. Tell your superior what you know and let him decide whether to answer the phone. 2. When making a phone call, list the main points to avoid wasting time. 3. Before making a phone call, be sure to talk about call etiquette.

Prepare pens and paper, don't eat, drink or smoke, and keep the correct posture. If the person you are looking for is not here, you can ask when the other person can call again or ask them to call back. At the same time, you should tell the other party your phone number and the time to call back. When calling other departments, you should give out the department and name first, so as not to waste time because the other party asks about you.

Edit the basic etiquette of this paragraph

(1) The first important thing is to call the company. If you connect, you will hear the friendly and beautiful greetings from the other party, and you will be very happy, so that the dialogue between the two sides can go smoothly and you will have a good impression on the company. As long as you pay a little attention to your behavior on the phone, you will be given phone etiquette.

The other party left a completely different impression. Similarly, "Hello, this is XX Company". But the voice is clear, pleasant and clear, leaving a good impression on the other party, and the other party will also have a good impression on their own unit. So remember, when answering the phone, you should have the consciousness of "representing the image of the unit" (2) Have a happy mood. Keep a good mood when you call, so that even if the other party can't see you, it will infect you from the cheerful tone and leave an excellent impression on the other party. Because facial expressions will affect the change of voice, even on the phone, you should respond with the mentality of "the other person is watching". (3) The voice is clear and clear. Never smoke, drink tea or eat snacks during the call. Even if you are lazy, the other party can "listen". If you bend down in a chair while talking on the phone, the other party will be lazy and listless when listening to your voice. If you sit properly, your voice will be kind, pleasant and full of energy. Therefore, when making a phone call, even if you can't see the other person, you should treat the other person as the person in front of you and pay attention to your posture as much as possible. (4) Answer the phone quickly and accurately. Modern workers are busy with business. There are often two or three telephones on the desk. When they hear the phone ring, they should pick up the receiver accurately and quickly, preferably within three times. The phone rang for about 3 seconds. If no one answers the phone for a long time, or it is impolite to keep the other person waiting, the other person will be impatient while waiting, and your company will leave a bad impression on him. Even if the phone is far away from you, it is polite to hear it.

There is no one around after the bell rings, so you should pick up the receiver as soon as possible. This attitude should be possessed by everyone, and this habit should be cultivated by every office worker. If the phone rings five times before picking up the receiver, you should apologize to the other party first. If the phone rings for a long time and only answers "hello", the other party will be very dissatisfied and will leave a bad impression on the other party. (5) Carefully and clearly record and keep in mind the 5WIH skills at any time. The so-called 5W 1H refers to when, when, who, who, where, what, what, why and how. These materials are very important to our work. Making a phone call is as important as answering the phone. The conciseness and completeness of telephone records depend on 5WIH skills. (6) Understand the purpose of the call. Almost all calls made during office hours are related to work. Every phone call in the company is too important to be perfunctory. Even if the person you are looking for is not here, don't just say "no" and hang up. When answering the phone, you should also try to find out the reason to avoid making mistakes. First of all, you should know the purpose of the other party's call. If you can't handle it yourself, you should also carefully record it and gently explore the purpose of the other party's call, so that you can win the favor of the other party without delay. (7) Politeness before hanging up When you want to end a telephone conversation, it should generally be put forward by the caller, then politely say goodbye to the other party, and then hang up after saying "goodbye". Don't hang up after you finish.

In this paragraph, edit the etiquette of answering the phone

Don't answer the phone too casually, pay attention to the necessary etiquette and certain skills to avoid misunderstanding. No matter whether you make a phone call or answer the phone, you should be enthusiastic, generous and natural, with a moderate voice, clear expression and conciseness.

1, answer the phone in time

Generally speaking, in the office, you should answer the phone before it rings three times, and apologize after it rings six times: "I'm sorry to have kept you waiting." If the receiver is doing an important thing and cannot reply in time, the receiver should give an appropriate explanation. If you don't answer the phone in time, apologize, or even be extremely impatient, it is extremely impolite. Answering the phone as early as possible will leave a good impression on the other party and make the other party feel that they are valued.

Step 2 confirm each other

When the other party calls, they usually introduce themselves. If you are not introduced or can't hear clearly, take the initiative to ask, "Who's calling?" what can I do for you? Who are you looking for? However, people are used to picking up the phone and asking, "Hello! who is it? "This sounds strange to the other party, far away and lacking in human touch. When you receive a call from the other party, you should first introduce yourself when you pick up the receiver: "Hello! I am XXX. If the person you are looking for is nearby, you should say, "Please wait a moment". "Then put your hand over the microphone and whisper to your colleagues to answer the phone. If the person you are looking for is not in, you should tell the other person and ask, "Do you want to leave a message? I will definitely tell you! "

3. pay attention to art.

When answering the phone, pay attention to keep the distance between the mouth and the microphone at about 4 cm; Put your ear close to the microphone and listen carefully to each other. Finally, let the other person finish the phone call by himself, and then gently put the receiver away. Don't throw it back with a bang, it's extremely impolite. Preferably after the other party hangs up.

Step 4 adjust your mentality

Be sure to smile when you pick up the phone. Don't think that a smile can only be expressed on your face, but also hidden in your voice. A kind and warm voice will make the other person feel good about us immediately. If you keep a straight face, your voice will become cold. Don't hold a cigarette or chew gum when making a phone call or answering the phone; Don't speak too loudly or too quietly, and use words clearly to ensure that the other person can understand.

5. Answer the phone with your left hand and prepare a pen and paper with your right hand.

It is convenient to record useful information at any time.

Edit the telephone etiquette of this paragraph.

Pay attention to the following points when making a phone call: 1 Choose a good time. When making a phone call, if it is not important, try to avoid the rest and dinner time of the receiver, and it is best not to disturb the other party on holidays. 2. Master the talk time. Before you make a phone call, you'd better think about what you want to say first, so as to save the call time. Don't talk on the phone now. Usually, a phone call should not exceed 3 minutes, which is the so-called "3-minute principle". 3. Be friendly. Don't shout when you speak, it's deafening. 4. Use standard language. At the beginning of the call, introduce yourself first, and don't let the other party "guess". Please say "excuse me" or "thank you" when asking the other party to find someone or transfer. Don't take it for granted.

Edit this business phone etiquette

International business operation can not be separated from the telephone, a convenient communication tool. When your voice is spread all over the world through the microphone, can you still be polite? Charm of intonation Answering the phone in a clear and pleasant tone can show the professional demeanor and amiable personality of the speaker. Although the other person can't see your expression, your joy or irritability will still be revealed through your tone. When you make a phone call, your tone should be smooth, soft and serene. At this time, if you can talk to the other person with a smile, your voice will sound more friendly and enthusiastic. Don't chew gum or eat while talking on the phone. Appropriate question-and-answer calls should be answered immediately after the second bell rings. After greeting each other politely, take the initiative to report the name of the company or department and your own name. Don't pick up the phone and ask, "Hello, who are you looking for?" Similarly, if the caller needs to leave a message, he should clearly state his name, company, call back number and message in concise language. At the end of a telephone conversation, it is usually put forward by the caller and then politely say goodbye to the other party. No matter what caused the interruption of the call, the party who took the initiative to call should be responsible for redialing. The most common business complaint is the telephone message, which can't be called back in time. In order not to lose every opportunity to clinch a deal, some companies even stipulate that telephone messages must be answered within one hour. Generally speaking, you should reply to the telephone message within 24 hours. If you happen to meet the other person when you call back, leave a message to indicate that you have called back. If you really can't call back in person, entrust someone else to do it. Pay attention to the time difference. Before you make a phone call, you should find out the regional time difference and the difference of working hours in different countries. Don't talk about business on the rest day, so as not to affect others' rest. Even if the customer has told you his home phone number, try not to call home. Use the telephone correctly In the United States, you can sell goods to a complete stranger by telephone, while in Europe, Latin America and Asian countries, it is difficult to accept telemarketing or long-term business negotiations on the telephone. The best way to develop a good business relationship is to discuss with customers face to face, and the telephone is mainly used to arrange meetings. Of course, once the two sides have met, telephone communication is much more convenient.

Edit the precautions for using mobile phones in this paragraph.

With the increasing popularity of mobile phones today, we should follow the following principles when using mobile phones: 1. Don't use mobile phones in hospitals or airports, so as not to affect the electronic equipment in airports and hospitals. Please pay attention when you make a phone call. In some places, mobile phones are not allowed For example, gas stations, some restaurants, bars, theaters, cinemas and train baggage stations prohibit the use of mobile phones. 3. When you are not using your mobile phone, please lock the phone buttons to prevent you from accidentally dialing special phone numbers such as 1 19,1120.

Edit the common polite expressions for answering the phone in this paragraph.

1. Hello! This is the department (room) of XXX company. Who are you looking for? 2. This is me. Who is this, please? ..... go ahead. 3. What can I do for you? what can I do for you? Don't worry, I'll do my best. You're welcome. This is what we should do. 6. Comrade 6.XX is absent. Can I take a message for you? Would you please call back later? Sorry, please consult XXX's department (office) for this kind of business. Their telephone number is. (Comrade XXX is not a phone number, his (her) phone number is ...) 8. You have the wrong number. I am XXX department (room) of XXX company ... It doesn't matter. 9. Goodbye! (The following items are common) 10. Hello! Excuse me, are you XXX company? 1 1. This is the XXX department (room) of XXX company. May I know your name? 12. Please help me find Comrade XXX. 13. Sorry, I dialed the wrong number. 14. I'm sorry about this question ... Please leave your contact number and we'll get back to you as soon as possible, okay?