Answer The Phone Nine Steps To Standardize Your Mind.

If you smoke, drink tea, snack, yawn during the phone call...

Customers can listen to you from your voice.

If you are sitting on a chair lying on your back when you call, your voice is lazy and listless. If you sit upright, your voice will be pleasant and vibrant.

Therefore, when you call, even if you can't see the other person, you should take the attitude of "the other person is looking at me" to deal with it, and pay attention to your posture as much as possible.

If the phone is far away from you, if you hear the phone ringing and there are no other people nearby, you need to pick up the receiver with the fastest speed, preferably within three voices.

The phone rang for about 3 seconds. It would be impolite to wait for a long time without answering the phone.

The other person will be very impatient when he waits, and will easily form a bad impression.

Such an attitude should be owned by everyone. If the phone rings five times before picking up the microphone, you should apologize to the other person: "sorry to keep you waiting."

Paying attention to your first voice on the phone will not only increase your customers' impression, but also make your customers feel good about your company.

For example, the same sentence: "Hello! This is * * company."

If your voice is friendly, melodious and articulate, the feelings of customers will be different.

Therefore, remember that when you answer the phone, you should have the sense of "I represent the company image".

Pay attention to controlling your tone of voice and never say hello.

Accurately understand the purpose of calling.

When answering the phone, be sure to accurately understand the purpose of the other party's calls. Don't perfunctory. Even if the person you are looking for is not there, you must avoid saying "no" and hang up the phone.

Accurate understanding is to ask the reasons as far as possible, seize the key to the problems reflected by the customers and record them carefully, and strive to be comprehensive and accurate. Otherwise, they will not know clearly and have unclear ideas. When dealing with problems, they will call again to the bitter household to understand again. This will not only waste time and energy between the two sides, but also leave the bad impression to the customers.

Take care of answering records carefully.

5W1H is a great skill to do well in answering records.

You should try to use 5W1H skills flexibly.

The so-called 5W1H refers to when: when; who: who; where: where; what: what; why: why; how: how to proceed.

In the work, these data are very important. Telephone records should be concise and complete, depending on this skill.

Don't let customers wait.

When customers need to wait, give instructions and apologize. "Excuse me, please wait a moment."

Then finish the next business quickly.

This process should be controlled within half a minute, otherwise, it will be very impolite to the customers.

Treat customers equally

No matter big or small customers should be treated equally, do not "put on airs" and "bureaucratic questions" in front of small customers: "who is it?" "what is the matter"?

It is easy to win the hard core customers for customers if they do not let their customers despise and treat each other equally.

Most people rarely notice the action of returning the phone after ending the call. They often reveal their emotions in the last phone call, or they do not feel the voice. But after the pmission of the telephone line, they may be several times larger than they think they are.

If the other person hears the harsh voice you put on the microphone, first let the other person feel that you are dissatisfied or impatient with the conversation or the speaker, so you will lose your sincerity and good impression on the previous conversation. Secondly, it will make the other person feel more careless when dealing with things, and your trust will be greatly reduced.

It is not appropriate to take the lead in asking for a call.

If the customer talks on the phone for endless, and no useful information, must let him "enough to stop" can not be, you can first put forward the end of the call, but to say euphemism, implicit, do not embarrass the other side.

For example, it is not appropriate to say, "are you finished? I have other things."

And it should be said, "well, I will no longer occupy your precious time."

"I really don't want to say goodbye, but I hope I can get in touch with you later."