Describe the application process and situation of various office software, office copywriting, telephone answering, reception etiquette and other work skills in the work process.

Telephone image

-Context: 1) Time and space (time, space, length)

2) Attitude (expression, movement, pronunciation, speech speed, intonation)

* When you hear the phone ringing, if you are chewing something, don't answer it immediately. Spit out food quickly and answer the phone.

* When you hear the phone ringing, if you are laughing or arguing, you must wait until your mood is stable before answering the phone.

* Pick up the phone in the left hand and prepare the record with a pen and paper in the right hand.

* When answering the phone, the opening remarks should be energetic.

* When making a phone call, you should cooperate with body movements such as smiling and nodding.

* Don't talk loudly and don't put the microphone too close to your mouth.

* Pronunciation standard, enthusiastic tone, moderate speech speed.

3) Content (key points and terms)

* Three-minute principle

* Prepare relevant materials and make records: target (telephone number, etc.). ), theme and main points.

(time, place, people, events, figures), questions, answers, results, remarks, etc.

:: Polite language

* Pay attention to your language.

* Avoid using technical terms or abbreviations that the other party can't understand on the phone.

A good question equals a good answer.

Telephone terminology

-Steps

Put your mobile phone in the upper left corner of the table, and prepare a notebook and a pen that writes fluently.

The telephone rang and someone answered it within three times.

Hold the microphone in your left hand and take notes in your right hand.

self-introduction

Name of reporting unit

Spell Your Name

Give a phone number.

"Hello"

Get to the point

Repetition point

"Goodbye", wait for the venerable one to hang up.

Answer other people's phones.

Xiao Wang: Good morning. Sales department, this is Xiao Wang.

Guest: Is Mr. Zhou there?

Xiao Wang: Are you looking for Mr. Zhou?

If Mr. Zhou is around you, you can speak louder so that he can hear you and react quickly. If Zhou is willing to answer, just say "please wait a moment"; If you don't want to listen, you can say, "Sorry, he just left. Who is this, please? " If the other party leaves a message at this time, you can repeat it loudly and let Zhou decide whether to answer it or not. If so, you can also say, "Please wait a moment, he is back."

This is a good way to show your manners and help your colleagues avoid embarrassment.

Transfer call (incoming call)

Improve your position in front of your boss or colleagues.

Find out the identity of the caller and inform the person who answers the phone.

Get into the habit of using the HOLD key.

Pay attention to whether the other party answered the phone after transferring it.

When you need to filter your mobile phone, you must pay attention to the politeness of words.

Telephone message (not available)

Repeat each other's messages and information to make sure they are clear.

Get into the habit of using MEMO.

Stick it where colleagues can easily see it, such as the telephone receiver.

Confirm whether colleagues have called back.

If you are handling things on your behalf, you need to leave your name for the other party and inform your colleagues of the handling contents and results.

Wrong number.

Tell the other party the wrong number first.

Repeat your phone number.

"It doesn't matter."

Please help me.

mobile phone

-Pay attention to the occasion and time of using the mobile phone. "Is it convenient to talk now?"

-Choose the right ringtone.

-Don't send messages frequently during office hours.

-Send messages in a civilized way.

-Don't abuse the camera function.

Telephone handling of customer complaints

Example of etiquette errors in telephone handling (case 1)

The phone rang ... (5~6 times)

Woman: Hello! Daji, who are you looking for?

G: There seems to be something wrong with my machine. Who should I call to handle it?

W: Wait a minute.

◇ Long-term voice transfer ...

M: Hello! Looking for who?

There is something wrong with my computer. A lady transferred me here.

Man: This is the business department, regardless of the problem of machine maintenance (impatience)

G: Then who should I call? Could you transfer me again?

M: All right! Wait a minute.

◇ The transfer has been ringing for a long time. ...

Woman: Hello ~

G: There is something wrong with my machine. How can I ... (Interrupt)

Woman: Wrong number!

G: Then what should I do?

W: Let me take a look at it for you.

◇ The phone rang for a long time ... No one answered (customer scolded: What's going on)

The customer hung up.

An example of dealing with etiquette errors by telephone (case 2)

◇ The phone rings ... (Dragon)

Woman: Hello!

G: Is this Daji Company?

Woman: Yes!

G: I'm looking for Zhang, the assistant manager of the service department.

W: Wait a minute.

◇ Move the phone and the music will start. ...

Woman: Hello!

G: I'm looking for Zhang, the assistant manager.

Woman: No! You can call again next time.

G: Can you leave me a message?

Woman: I told you he wasn't here! I don't know when he will come in

G: Then would you please leave me a message?

Woman: All right! All right! Wait a minute (pick up the paper)

(The phone didn't press HOLD: I muttered something, annoying! If you're not here, you're not here, and you may not be able to see your message.

What a nuisance! )

G: My name is Chen and my phone number is 50 1 1234.

W: That will do.

Thank you ~ huh? !

Female (the phone hangs up directly)

Examples of etiquette errors in telephone handling (Case 3)

Transmit sound ...

Woman: Hello! Hello, Daji.

G: Are you the after-sales service department? Call your boss out!

W: Miss, our boss can't just come out. what can I do for you?

G: Hello! To be clear, I spent so much money on your famous brand, which is the most expensive model.

It broke down in less than the third day, ridiculous ... (interruption)

W: Miss! That's not necessarily the problem with our machine.

G: How do you know?

W: I just said "not necessarily". Don't be so fierce.

G: am I fierce? Then what's your attitude? That's right. What's your name?

W: My surname is Li.

Ok, Mr. Li, then tell me, what should I do now?

W: send it for repair!

G: What? I have to walk a long way? What about the cost?

W: There should be no money within the warranty period. But you broke it yourself, of course you have to pay for it!

G: I live in danshui. Is there a maintenance point nearby?

W: It should be in the user manual!

G: well, forget it ~ it's my bad luck. I think I will never buy anything good again in my life!

(Phone hangs up)

The following situations are prohibited:

1, the customer hung up before saying "He's not here".

Pick up the phone when you hear the bell. "Who is it?"

3. "I don't know, I'm not responsible."

Don't talk to yourself before the phone hangs up.

For example, don't cover the microphone and shout "* *, phone!" ",and muttered:" XX company again, they hate it most ... "Or put the receiver aside before the receiver comes, at this time, customers may hear some unintentional conversations in the office from the phone.

Review telephone etiquette

When the phone comes, I hear the bell ring. After the second bell rings, I take off the receiver. Say hello before you speak, and report your situation to the company and departments. Listen carefully when the other person is speaking and write down the main points. If you can't hear clearly, tell the other party in time. If you can't hear clearly, tell the other party immediately.

Try not to answer the phone with hands-free, not too loud, so that the other party can hear clearly, otherwise the other party will feel uncomfortable and affect the work of others in the office.

When making a phone call, be sure to confirm the name and identity of the other party and who to transfer the call to, especially your boss.

Tell the other party to wait, and explain the reason and waiting time; If you can't answer the phone or have to terminate the call, tell the other person politely.

Keep the call short and to the point. Don't chat on the phone. No personal calls during work hours.

When you judge that you can't handle an unspecified call, you can tell the other party frankly and give the call to someone who can handle it immediately. Before handing it over, you should simply tell the recipient what the other party said.

When the person the other party is looking for is not here and you don't know what the other party's motivation and purpose are, please don't pass the message casually. Don't tell the destination of the designated recipient without authorization.

Don't tell others, especially the boss, your colleague's home phone, mobile phone and pager without permission.

Call the wrong number with a good attitude, and don't let the other party have a bad impression on the company.

Leave a phone message and track it.

When you meet a visitor on the phone, in principle, you should entertain the visitor first. At this time, you should apologize to the caller as soon as possible and hang up after getting permission. However, if the content of the call is too important to hang up immediately, you should tell the visiting guests to wait for a while and then continue the call.

When communicating by telephone, you should make preparations in advance, repeat the main points before the end of the call, and reconfirm the number, date and time. In order to avoid mistakes.

If the other party does not say his name, but directly asks the boss where to go, then he should politely ask, "Who's calling, please?"

Tell the person who is receiving the guest that there is a phone call, and it is best not to convey it orally, but to convey the information by note, so as to avoid revealing the secret and avoiding the embarrassment and unhappiness caused by the interruption.

If you meet someone with the wrong number, don't yell at them and don't hang up hard. You should tell them politely that you dialed the wrong number. On the contrary, if you have the wrong number, you should apologize to the other party immediately.

If the phone suddenly breaks down and the call is interrupted, be sure to change to another phone and call the other party to explain clearly.

Make a good phone record.

Finally, say goodbye politely, wait for the other party to cut off the phone, and then put the microphone on yourself.

Environment-environment

-Office layout (desk, filing cabinet, telephone, green plants)

Try not to put anything unrelated to work on your desk, and don't rummage through other people's things at will.

-Clean and arrange account books and documents in time, and close the lids of ink bottles and sealed boxes in time after use.

-Use the phone carefully and pay attention to cleanliness.

-Decorate the office properly.

-Civilized use of office equipment (computers, photocopiers, telephones)

Company goods should not be treated savagely and used for personal purposes.

Borrow things from others or companies, and return them or put them back in time after use.

-Keep the bathroom clean and tidy.