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Etiquette etiquette training content property customer service telephone etiquette

One of the important tasks of property customer service is to answer and make a lot of calls every day. Making a phone call seems easy. Talking into a microphone is as simple as talking face to face, but it's not. Calling is very particular. It can be said that it is a science and an art. ..

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.

corroborate 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, pick up the receiver and first introduce yourself: "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 colleague 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! "

Pay attention to art

When answering the phone, pay attention to keep a distance of about 4 cm between your mouth and the microphone; 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.

And when you make a phone call, choose the right time. If it is not important, try to avoid the rest and meal time of the receiver, usually a call should not exceed 3 minutes.

adjust one's mindset

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.

5WH technology

Answer the phone with your left hand and prepare a pen and paper with your right hand to record useful information at any time. The conciseness and completeness of telephone records depend on five skills, namely, when, who, where, what, why and how.

Therefore, you should not be too casual when answering the phone. You should 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.

Property customer service gfd

Clothing: Working hours should be uniform work clothes made by the company. Clothing should be clean, flat, without obvious stains and damage, with 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 open 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.

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