Property customer service telephone etiquette, property customer service represents the image of the whole company, so the image of property customer service etiquette is particularly important, so what is property customer service telephone etiquette? Today, I will explain something about this for you, hoping to help you read.
Telephone etiquette of property customer service 1 telephone etiquette of property customer service
Customer service 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. ..
1, 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.
Step 2 confirm 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, you should first introduce yourself when you pick up the receiver: "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! "
3. pay attention to art.
When answering the phone, pay attention to keep the distance between the mouth and the microphone at about 4 cm; Put your ear close to the microphone and listen to each other carefully. 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.
Step 4 adjust your mentality
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.
5, 5W 1H skills
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 depends on 5W 1H skills, that is, 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.
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.
What are the telephone etiquette taboos of Property Customer Service 2?
I. Five Taboos
1, don't talk to female colleagues about people who work together.
2. Don't call to influence others to use the phone.
Don't chat on the computer and think others don't know.
Don't pretend that you don't understand the words omitted between colleagues in the office before.
5. Don't stick to your point of view too much. Nothing in the world is too absolute.
Second, the phone taboo
Telephone taboo is an important part of workplace etiquette taboo. In business communication, "hello, hello" or "who are you looking for" are not allowed to be used as "greetings" when answering the phone. In particular, it is not allowed to check each other's "accounts" rudely without asking, asking people "who are you looking for", "who are you" and "what can I do for you?"
In case the other party dials the wrong number or the line is connected, be polite and don't lose your temper and "play an attitude". In order to confirm whether the other party has dialed the wrong number, you should first report yourself as "home" and then tell them that the phone number is wrong. If the other person apologizes, he should respond politely with "Never mind", instead of telling others to "keep your eyes open next time" and "look carefully".
If possible, don't be afraid to ask the other person if he needs to check the phone number for him. If you really do this, you may even take the opportunity to promote the good image of this unit to treat people with courtesy.
Friends who work hard in the workplace must understand the taboos of workplace etiquette and learn how to avoid these problems skillfully. Only in this way can you avoid the embarrassing situation in the workplace and help to increase others' goodwill towards you, thus avoiding the embarrassment in the workplace.
What should I pay attention to when using mobile phones in public places?
(1) It's not advisable to speak loudly like nobody's watching. When the signal is not good, you can change the call location or use other communication methods, and you can't talk loudly;
(2) In venues, cinemas, theaters, concert halls, libraries, exhibition halls and other places that need to be kept quiet, actively turn off the machine or put it in a vibration mute state; If you receive a call, you should answer it in a place that does not interfere with others;
(3) Don't use your mobile phone while driving or flying. Don't use mobile phones at gas stations.
What are the etiquette requirements for sending and receiving text messages?
(1) When it is necessary to keep quiet in public places, or when communicating with people, modulate the message receiving prompt tone into silence or vibration;
(2) Don't view or edit short messages when talking with people;
(3) The text used in writing and sending short messages is standardized, accurate and clear-cut. It is best to leave a name at the back of the short message content to let the recipient know the sender;
(4) Do not edit and send illegal or unhealthy short messages, and do not forward uncertain information at will. You can advise or warn the sender to stop sending when you receive a bad message.
Basic telephone etiquette of hotel receptionists
1, call back
Telephone conversation can't convey meaning through expression activities. Therefore, if you speak English incorrectly, it will easily lead to misunderstanding. The basic coping principles are as follows, which must be kept in mind.
(1) The phone rings three times. You must answer it.
(2) Clearly and quickly report the names of hotels and departments.
(3) Give your name and ask if you need help.
(4) Answer the phone naturally, not too loudly, and don't make a hullabaloo about.
(5) Be gentle and polite when answering the phone.
(6) Listen to the other person carefully and feel his mood at that time.
(7) Let the other person know that you really want to help him.
(8) Don't let the other party wait for information or other things.
(9) When you know each other's surname, please call them by their first names. (For example: Mr. Wang/Zhao Nvshi)
Use polite language.
(1 1) Prepare a pen and paper for hiring.
(12) Repeat complete and short information to the other party to confirm whether it is accurate.
(13) Clarify all possible errors.
(14) Thank you for calling.
2. Answer external calls and hotel internal calls
Outside call:
Good morning, * * * Hotel * * Yes, what can I do for you?
Good morning, this is * * * Hotel, and I'm * * *. Can I help you?
Internal telephone:
Good evening, Concierge * * * Yes, what can I do for you?
Good evening, Concierge, this is * * *. Can I help you?
3. Received a phone call with the wrong number.
When you receive an outside call with the wrong number, you should take the following measures:
I'm afraid you have the wrong number. This is * * * Hotel, 5888-5888.
I'm afraid you dialed the wrong number. This is 833 1-952 1, * * * Hotel.
If the guest dials the wrong department extension number, he should immediately transfer to the department he wants to contact.
This is the concierge desk. I'll transfer your call to the restaurant reservation department.
This is the concierge. I'll transfer you to a restaurant to make a reservation.
I'm afraid this is a straight line. We can't transfer your call to the western restaurant. Would you please dial 5888-58 12?
Sorry, this is a direct line. We can't transfer you to the hotel western restaurant. Please dial 5888-58 12, ok?
End the conversation
The end of a phone call is as important as the beginning. Especially about the service of receiving guests, so the words used at the end of the conversation should be concise and powerful, leaving a good impression on the guests, and it is best not to say goodbye.
Thank you for calling.
Thank you for calling.
We look forward to your reply.
We look forward to your reply.
We look forward to serving you.