(i) Answer the phone promptly and politely
When the phone rings, answer it promptly. Don’t be negligent. Don’t answer the phone and say “please wait a moment” and then hang up the phone for a long time without responding. Generally speaking, the ringing tone should not exceed three. If you are really busy and can’t answer the phone, you can apologize to the other party, such as: “Sorry, please call back in ten minutes, okay?”
Generally, in the formal exchanges of cross-border e-commerce, there are certain requirements for the first sentence after picking up the phone and picking up the microphone, which can be divided into three types. The first is a greeting, plus the company department and the person’s name, which is the most formal one. For example: “Hello! xx company xx department xxx, please go ahead.” The second is a greeting, plus the company department, which can be used in general occasions. For example: “Hello! xx company xx department, please go ahead.” There is also a greeting, plus the person’s name, which is only suitable for ordinary interpersonal exchanges. For example: “Hello! xxx, please go ahead.” In business dealings, it is not allowed to start with “Hello, hello!” or “Who are you looking for?” when answering the phone, especially when you keep asking people “Who are you?” or “What’s the matter?” etc.
(II) Introduce yourself
After answering the phone, you should introduce yourself immediately. This is a good way to make things convenient for others and yourself, save time and improve efficiency.
(III) Listen carefully and respond actively
When answering the phone, you should listen carefully to what the other party says, and express your response to what the other party says from time to time, such as “um”, “yes”, “OK”, “please go ahead”, “you’re welcome”, “I’m listening”, “I understand”, etc., so that the other party feels that you are listening to what the other party says seriously. Chatting with people around you while on the phone, being careless or answering questions irrelevantly are all disrespectful to the other party.
(IV) Record carefully and clearly
When conveying relevant matters on the phone, you should repeat the key points, such as numbers, numbers, dates, times and other important and easy-to-mistake or missed information. You should confirm again to avoid mistakes. In addition, you should always keep in mind the 4W1H technique. The so-called 4W1H refers to: When, Who, Where, What, How. This information is very important at work and is equally important to the person making and receiving the call. At the same time, you should keep a good record of the phone calls. This is particularly important in the different language backgrounds of cross-border e-commerce.
(V) Treat wrong calls with kindness
If the other party makes a wrong call, you need to inform the other party in time, “Sorry, you dialed the wrong number”, and the tone must be kind, don’t be impatient or sarcastic, and don’t show anger. Forgiving others’ mistakes and correctly handling wrong calls will help improve the image of the organization.
(Six) Correctly answer the phone
There are four key points in the etiquette of answering the phone: the first is to be careful. The second is to pay attention to privacy. The third is to remember accurately. The fourth is not to talk too deeply about personal issues.
(Seven) Ask the other party’s name cleverly
If the other party does not tell his name in time and directly asks about the whereabouts of his boss, he should politely and courteously ask the other party: “Excuse me, who are you?” When the other party does not clearly identify himself, do not easily tell the other party the information he wants.
(Eight) Hang up the phone politely
Generally, the superior or elder hangs up first. When the two parties are of the same level, the caller usually hangs up first. The etiquette of hanging up the phone cannot be ignored. If the other party is the one who hangs up the phone first, first confirm that the other party’s phone has been hung up, and then hang up the phone gently.