Basic etiquette and matters needing attention in answering property customer service calls

When it comes to telephone service, people naturally think of switchboard service. In fact, the switchboard service is only a small part of the telephone answering service, and a lot of telephone answering is done by employees in various positions. So as a property customer service, do you know what etiquette to pay attention to when answering the phone? The following is the etiquette of answering the phone for your property customer service. I hope it will help you!

Etiquette of answering the phone for property customer service ※ The basic principle of answering the phone service is to satisfy the caller to the maximum extent without causing losses and harm to the company.

※ Standard language for telephone answering:

1, greetings: for example? Hello? 、? Good morning? 、? Good afternoon? 、? Good evening? 、? Happy holidays? 、? Happy new year? 、? Merry Christmas? Wait a minute.

2. Inquiry statement: When asking the caller, the tone must be modest, polite and friendly, and the tone should be cordial. Try to use standard language.

For example:? May I have your name, sir?

? May I know your name and company name?

? Excuse me, what can I do for you?

? Just a moment, please. I'll tell the manager to answer your call.

? I have recorded your instructions. Can I repeat it to you now?

? Sorry, the manager is not in right now. Can I leave him a message?

? Excuse me, could you leave your phone number and address?

3. Answer sentences: When answering questions, be grateful in sentences and tone, because others can call to trust your company. Let people feel your smile and sincerity when answering questions. Don't flatly refuse others at any time, even if it is difficult to meet the requirements, you can only politely refuse. Common reply languages are as follows:

For example:? It's a pleasure to serve you. ?

? Thank you, please give us more valuable advice. ?

? Please rest assured that I will convey your opinion to my boss. ?

? Ok, we will do as you ask. ?

? Please make yourself at home. This is what I should do. ?

4. Apologize statement:

When you make mistakes or mistakes in your work, you must sincerely apologize and try your best to save the company image.

For example:? I'm very sorry, but we accidentally bumped into your luggage. Please forgive me.

? Sorry to have kept you waiting. ?

? I'm sorry, we didn't explain it clearly to you, which led to misunderstanding. Please forgive me. ?

A. When the other party's requirements can't be met or the other party can't fully understand the company's regulations, you should apologize first and then explain the reasons, and ask the other party to understand and cooperate.

For example:? Sorry, we haven't started this service yet. If you have this requirement, you can ask the manager on duty and we will try our best to solve it for you. ?

? Sorry, the general manager is not in now. Do you need to leave him a message?

? Sorry to bother you. ?

? Sorry, I didn't catch that. Would you please repeat that?

5. Statement of thanks:

For example:? Thank you for calling. ?

? Thank you for your valuable advice. We will definitely study and improve the work seriously. ?

? Thank you for reminding me. ?

? Thank you for your concern. ?

The basic procedure of telephone answering service ※

1, telephone answering program

1. Call program

Matters needing attention in telephone answering service ※

1. Use the address correctly;

2. Use honorifics correctly;

3. Pay special attention to the pronunciation of homophones and misleading words;

4. Don't say common sayings and incomprehensible professional language;

5. The language should be concise, clear and clear, and don't drag your feet;

6. No matter whether the other person is a stranger or an acquaintance, use humorous language as little as possible to avoid misunderstanding;

7. Try to identify the identity, name, work unit and telephone number of the other party without losing courtesy;

8. If the other party really doesn't want to reveal his identity, don't be rude or blame the other party;

9. Avoid the following impolite phenomena:

A. rude. For example:? I won't put you through until you say your name. ? ,? Why don't you say something? Wait a minute.

B. Arrogant as:? He's busy. He's not available now? ,? Don't you know? ,? Not here? ,? I already told you, call back tomorrow? .

C. weak and irresponsible. For example:? I don't know if he is here. Q:? Where have you been? Don't you know? Q:? I will call back later. Whatever. .

D. impatience means grabbing words without waiting for the other person to finish, and talking too much and too fast at one breath.

E. arbitrary, that is, constantly interrupting others' narrative or hanging up before the other party finishes.

F. indecisive and slow to act. Is that the answer to the question is unclear, hesitant and uncertain.

G. impatient or hurtful, rude and blunt. For example:? Say it out loud. What did you say? I can't hear you? ,? Call again after work tomorrow?

Transfer the call of a guest or boss.

1. When transferring calls, be sure to ask the name and company of the other party. Remember to confirm the message content repeatedly.

2. When transferring calls for guests or bosses, be sure to wait until the two sides have finished talking, and then gently put down the receiver.

3. If there is no reply after several transfers, tell the other party every time. Excuse me, please wait a moment. ?

4. Don't hang up before asking for instructions without knowing the origin and intention of the other party.

Answer calls from guests or bosses during the meeting.

1. First explain to the other party that the guest or boss is in a meeting and politely ask the other party if they need to leave a message.

2. If you leave a message, you should make a record according to the requirements of the telephone memo.

If the other party insists on talking, write down your basic information, ask the other party to wait for a moment, and then write the information on a note and send it to the guest or boss for instructions.

When answering the phone, the receiver was receiving visitors.

1. First of all, you should explain to the other party, ask if you need to leave a message, or persuade them to call back later.

2. In case of emergency, ask the other party to wait a moment and try to contact the guest or boss for instructions.

If the person answering the phone is attending an important meeting, he should apologize politely and persuade the other person to call later.

The boss or colleague answers the phone after going out.

1. Explain the general whereabouts of the boss or colleagues,

2. Explain the approximate return time.

3. Ask the other party if they need someone to answer the phone or leave a message.

If you receive a phone call from someone in the office and the boss is not in, you should avoid answering it? Didn't come or not? Never seen it? ,? Will you still work in the future? Wait, but answer? He/she is temporarily out of the office, what can I do for him/her, and so on.

Answer the phone when the receiver is attending the party.

1. First extract the phone content.

2. Call the banquet waiter.

3. Banquet attendants should do the following:

A. persuade the other party to call back later.

B. Ask the other party to wait, and then whisper to the receiver that there is a call, indicating the direction of the call.

C. If it is not convenient to convey information, the name and company of the other party shall be written on the note and submitted to the receiver under appropriate circumstances.

Specification for receiving visitors from owners (or guests)

(1) Owner (or guest) visits:

A. The host (or guest) should take the initiative to say hello when entering the door, and say hello before opening the door. Hello/Good morning/Happy New Year. ?

B. don't be slow or indifferent.

(2) got up and let sit:

A. warmly greet the host to sit down.

B. Don't sit by yourself, let the host (guest) stand and talk to him.

(3) The host (or guest) explains its purpose:

A. if the host doesn't speak first, he should take the initiative to ask: Can I help you? /What can I do for you? /Who are you looking for?

B. If you have important work at hand and can't finish it at the moment, you should say: Excuse me, please wait a moment. ? Then quickly handle the affairs at hand and receive the host (or guest).

⑤ seeing the guests off: When the host leaves, he should take the initiative to get up and walk to the door and say: Goodbye/take your time/welcome again. ?

(5) Field service specification

(1) door-to-door preparation:

A. When visiting or repairing in the owner's home, you should wear uniforms and show your work permit to maintain a good image.

B. You should take all necessary tools and materials with you when carrying out on-site maintenance.

(2) knocking at the door:

Ring the doorbell twice or tap the door twice. If there is no response, wait for 5 seconds before knocking.

B. Except in special circumstances, it is forbidden to vigorously knock or hit the owner's doors and windows.

(3) after the host opens the door, say hello first. Hello! /Good morning! ?

(4) explain the identity and purpose of the visit.

(5) door:

A. only after obtaining the consent of the owner can you enter.

B.the shopkeeper said? Would you please come in? When should I answer? Thank you? Or nod and smile to express your thanks.

C respect the living habits of the owner and take off your shoes as appropriate.

D. don't sit on the sofa without the owner's permission and refuse the owner to offer cigarettes.

E. it is forbidden to accept tips, gifts, etc. Or eat at the household's home after door-to-door service.

⑦ Leave:

A. tell the master? Goodbye? Or thank you.

B. take the initiative to visit the host.

Basic etiquette clothing for property customer service: working hours should be uniform work clothes made by the company. Clothes should be clean and flat, with no obvious stains or damage, no cufflinks, and nothing in the jacket pocket. Do not wear vest, jeans, shorts, short skirts, collarless T-shirts, slippers and other clothes that are not suitable for wearing in the office.

Work card: You must wear a work card when you go to work. Don't wear it or cover it. Keep the work card properly and keep it clean.

Face: Male employees are not allowed to keep beards, eye stains, nose stains and earwax, nose hair is not exposed, and beards are not allowed; White teeth, don't eat smelly food before going to work. Female employees must wear light makeup, not heavy makeup, and avoid using heavy makeup. Don't wear exaggerated jewelry. Don't make up in public places.

Footwear and socks: keep bright and free of floating ash, and do not nail the bottom. Wear bare socks without patterns, and the socks are not exposed. The vamp should be kept clean and bright, and metal palms are not allowed to be nailed. Male employees must wear black leather shoes.

Hands: should be kept dry and clean, without long nails and colored nail polish.

Hair: Male employees are not allowed to have long hair, shave their heads and let their hair cover their ears and collars. Female employees should comb their hair neatly, don't do weird hairstyles, and be solemn and elegant. Operators shall wear uniform safety helmets.

Expression standard: smile sincerely, always smile, show enthusiasm, kindness and friendliness to customers and colleagues, and have a sympathetic expression when necessary. Cheerful personality, full of emotions, neither supercilious nor supercilious.

Courtesy terms of property customer service

Address forms: Miss, Madam, Lady, Sir, Comrade, Sister, Aunt, Teacher, etc.

Greetings: Hello, good morning, good afternoon, early morning, good morning, good afternoon, good evening, you are back after a hard journey.

Welcome: Welcome to our community, welcome to our building and welcome to visit.

Congratulations, Happy Holidays, Merry Christmas, Happy New Year, Happy Birthday, Happy Wedding, Happy New Year and Prosperous Wealth.

Farewell: Goodbye, good night, see you tomorrow, have a safe trip and welcome you to come again next time.

Apologize: I'm sorry, please forgive me for disturbing you. It was rude.

Thank you and I appreciate it.

Response: Yes, OK, I see. Thank you for your kindness. You're welcome. It's okay. This is what I should do.

Question: What can I do for you? what can I do for you? Can I help you? Do you have anything else?

Basic courtesy expressions 10 words: hello, please, thank you, sorry, goodbye.