How To Answer The Phone? Learn To Listen First.

Face to face communication and telephone

Answer the phone

A: the phone rang for a long time before reluctantly took it up: "Hello, who is it?"

B: is it the customer service department?

A: "do you know where you fight? Who do you want to find?"

B: "my home conditioner is broken. I hope you can send someone to repair it."

A: "this matter does not belong to us. If you call for maintenance, hang up."

The bell rings.

Pick up the receiver in three voice.

Name and greeting

Confirm each other's name

Enquiry about incoming calls

Collect and confirm incoming calls again.

Hang up the phone

Correct

A (smile): pick up the phone twice: "Hello, this is the customer service department of the air conditioning plant.

What can I do for you? "

B: "my home conditioner is broken. I hope you can send someone to repair it."

A: "yes, sir, how do I address you?"

B: "surname Wang."

A: "Mr. Wang, the maintenance department is in charge of the maintenance department. Would you mind waiting for a moment, please?"

B: "thank you."

Phone

A: Hello, is Lao Liu in?

B: "which old Liu, where do you want to go?"

A: "aren't you Lao Liu's office?"

B: "sorry, there are two surnames in our office. I don't know who you are looking for."

A: "Liu Guodong"

B: "he is not here now. You need it."

A: forget it (hang up).

Telephone skills

Hang up the phone

Introduce oneself to

Confirm each other and greet

Explain incoming calls

Collect and confirm again

Politely conclude the conversation

Hang up the phone

Correct {page_break}

A: Hello, this is Lin Li from GEC company. Is Mr. Gao in?

B: Hello, I am.

A: we are calling to invite you to attend the seminar on human resources held next Wednesday.

I wonder if you have time to visit us?

B: Yes, no problem.

A: great. Let's meet at 10 o'clock next Wednesday at 10 o'clock in the conference hall on the first floor of Nanguo Hotel.

B: OK, thank you.

A: Thank you. Goodbye.

The other side is not in.

A: Hello, I am Wang Yong from sunshine travel agency. I want to talk to Mr. Liu Guodong.

- clearly name the two sides.

B: "I'm sorry, Mr. Liu is not in at the moment."

A: "excuse me, will he be back later?" - ask the next contact method.

B: Yes, he will be back around four o'clock.

A: "then I'll call back at four five. If Mr. Liu wants to contact me, he is welcome to make a 124355543 call at any time.

Thank you.

Make an appointment and welcome to contact at any time.

B: OK, goodbye.

Transfer call

Full name

A message?

Communication mode

Answer the phone

A: Hello, I am Zhang Xin from the travel company. Is Mr. Huang in?

B: Miss Zhang, I'm sorry, he has something to go. Would you like to leave a message?

A: Yes.

B: just a moment, I'll take a note. All right, please.

A: I want to confirm with him about his trip to the United States.

B: OK.

How can I contact you?

A: my phone number is 76255345.

B: OK, as soon as he comes back, I'll pass it to him.

A: Thank you. Goodbye.

B: you're welcome. Goodbye.

Telephone notices (1)

If you hear the phone ring, if you chew your mouth, don't answer the phone right away. You should spit out the food quickly and answer the phone.

If you hear the phone ring, if you are laughing or arguing, you must wait until your mood is steady before answering the phone.

Have the spirit of opening greeting when answering the phone.

When you talk on the phone, you should cooperate with your body movements, such as smiling and nodding.

Do not speak too loudly. The distance between the mouthpiece should not be too close or too far away.

Telephone notices (2)

If you are on the phone, be sure to ask the client if you need to leave a message {page_break}.

Answer a call waiting for a long time, apologize to the caller.

When the phone is coming, you are talking to the guest. You should tell the other person that there is a visitor, and call him back later.

When a friend calls at work, he should quickly and quickly end the call.

When you receive a complaint phone, you must not quarrel with each other.