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HowtoAnsweraPhoneCallTelephoneEtiquettefortheCalledPartyTelephonecallsareoftenthefirstpointofcontactacustomerorclientwillhavewithacompany,soitisveryimportantthatyoumakeagoodimpressionwhenyou’reansweringthephone.Obviouslyinspecifictelephonerelatedjobssuchassales,customerserviceandmarketing,you’regoingtoneedtoadoptdifferentstylesandtechniquesinordertobesuccessful,suchasbeingabletohandledifficultcomplaintcallsorbeingpersuasiveenoughtoencouragepeopletobuyaproductorservicefromyourcompany.Butingeneralterms,evenifyouonlyanswerthephoneasaroutinematter,ofcourseaspartofyouroverallduties,thereareguidelinesandetiquettetobefollowed.电话通常是客户或客户与公司的第一个联系方式，所以在接电话时留下好印象是非常重要的。显然在特定的电话销售等相关工作,客户服务和营销,你需要采取不同的风格和技术为了成功,如能够处理困难的投诉电话或不够有说服力的鼓励人们从你的公司购买产品或服务。但总的来说，即使你只是例行公事地接电话，当然也是作为你整体职责的一部分，你也要遵循一些指导方针和礼仪。BePromptWheneverPossibleUnlessyouareworkinginabusycallcenteroronaswitchboard,beaspromptaspossibleinansweringthephone.Potentialclientsandmanycustomersleadbusylivesandifyouletthephoneringtoolongbeforeanswering,theymighthavealreadyhungupandtakentheirbusinesselsewhere.除非你是在一个繁忙的呼叫中心或电话总机工作，在接电话时要尽可能迅速。潜在的客户和许多客户过着忙碌的生活，如果你在接电话前让电话响得太久，他们可能已经挂断电话，把生意转到别的地方去了。GreetingsandMoodFirstly,weallhaveoffdayswhenwefeeltheworldisagainstusorweresimplytoobusyordonotfeelinthemoodforworkorwemightevenfeelalittleundertheweather.Whilstallthesethingscanhappentousfromtimetotime,thelastthingacallerneedstohearontheotherendofthephoneisasullenvoicewhichgivesofftheimpressionthatyoucan’tbebotheredtalking.So,it’simportanttobeupbeatandpositivewhenansweringthephone.Smilingbeforeyoupickupthephoneoftenhelpsinthisregard.Alwaysgreetthecalleraccordingtothetimeofdayandidentifyyourselfwitheitherafirstnameorfirstnameandsurname,unlessyourcompanyhasastrictnonamepolicy,andthecompanynamefollowedbyestablishingthereasonforthecall.首先，我们都有不开心的时候，我们觉得世界对我们不利，或者只是太忙，或者没有心情工作，或者我们甚至可能觉得有点不舒服。虽然这些事情有时会发生在我们身上，但打电话的人最不应该听到的是手机另一端的沉闷的声音，给人的印象是你根本不想说话。所以，在接电话的时候保持乐观和积极是很重要的。在拿起电话之前微笑通常会在这方面有所帮助。一定要按照每天的时间问候对方，并表明你的姓名或姓名和姓氏，除非你的公司有严格的“无姓名政策”，公司名称后面还要加上电话的原因。Anexamplemightbe,Goodmorning,WashingtonTyres,Paulspeaking.HowcanIhelpyou?例如，早上好，我是华盛顿轮胎公司的保罗。我能帮你什么忙吗?BePreparedYouneverknowhowsimpleorcomplexthenatureofcallmightbesoit’simportantthatyou’repreparedandknowtohandlethecall.Ifyou’reworkingonabusyswitchboard,you’llneedtounderstandhowtotransfercallsinternallyandyoushouldalsokeepapenandpadhandysoyoucanjotdowndetailsofthecallasthecallermayneedyoutotakecertainactionontheirbehalfsoit’simportantthatthisisconveyedaccurately.Informationyoucouldbelookingtogathermightincludethecaller'sname,companyname(ifapplicable),timeanddateofcall,reasonforcallandtheircontactdetails.你永远不知道调用的本质有多简单或复杂，所以你要做好准备，知道如何处理调用。如果你工作在一个繁忙的总机,您需要了解如何调用内部转移,你也应该保持一个笔记本和笔方便的所以你可以记下细节调用者的调用可能需要你采取某些行动代表他们是很重要的,这是准确传达。您可能希望收集的信息可能包括呼叫者的姓名、公司名称(如果适用)、通话时间和日期、通话原因和他们的联系方式。PuttingCallersonHoldPeoplehatebeingputonhold,althoughmostofthemdounderstandthatitissometimesinevitable.Ifyouneedtoplaceacalleronholdforanyreason,firstlytellthemwhyandaskthemiftheyobjecttobeingplacedonhold.IftheyagreeitisOK,andyoufindthatyou'restillgoingtobedelayedingettingthemtheinformationtheyneedorbeingputthroughtotherightpersonbecausethey’rebusy,youshouldgobacktothecallereveryminuteorso,explainthatyou’restilltryingtoputthemthroughtoXorgettheinformationtheyneedandaskthemiftheywouldstillliketobeputbackonhold.And,youshouldrepeatthiseveryminuteuntileitheryoucanresolvethesituationortheydecidetotryagainanothertime.Whenyoumustputthetelephonedownduringtheconversation,doitgently,andwhenyouhangup,doitgently.DONOTSLAMTHERECEIVERDOWN.Thepersonattheotherendmaystillhavethephoneclosetohisear,andthenasuddensharpbangcanbehurtfulaswellasrude.人们讨厌被搁置，尽管他们中的大多数人都明白这有时是不可避免的。如果你因为任何原因需要让一个打电话的人等待，首先告诉他们为什么，并问他们是否反对等待。如果他们同意就可以了,你会发现你仍然会被推迟让他们他们需要的信息或通过合适的人,因为他们很忙,你应该返回给调用者每一分钟左右,说明你还试图通过“X”或让他们得到他们需要的信息,问他们是否仍然喜欢被搁置了。你应该每一分钟重复这句话，直到你可以解决这个问题，或者他们决定下次再来。当你在谈话中必须放下电话时，温柔地放，当你挂断电话时，温柔地接。不要把话筒摔下来。另一端的人可能仍然把手机放在耳朵旁边，然后突然的巨响既粗鲁又伤人。EndingtheCallBeforeendingthecall,youshouldalwaystrytorecapwhatyou’vediscussed,ifappropriate,andaskthecallerifthereisanythingelseyoucanhelpthemwithbeforesayinggoodbyeandhangingup.It’salsoagoodpracticetoletthecallerhangupbeforeyoudo.在结束电话之前，如果合适的话，你应该试着重述一下你所讨论的内容，然后在说再见和挂断电话之前，问一下打电话的人是否还有什么你可以帮助他们的地方。让打电话的人先挂断电话也是一种很好的做法。PassingonMessagestoColleaguesIfyou’vebeenaskedtopassamessageontoaworkcolleague,alwaysdosoassoonaspossible.Thelongeryouleaveit,themorelikelyyouwilleitherforgettodosooryou’llpassonincorrectdetailsofthecall.如果你被要求向同事传递信息，一定要尽快传递。你离开的时间越长，你就越有可能忘记这么做，或者你会传递错误的通话细节。OtherUsefulTipsNeverchewgumorbeeatingwhenyou’reansweringthephone.Itsoundsextremelyunprofessionaltothepersonattheotherendoftheline.Speakslightlymoreslowlyonthephonethanyouwouldifyouwerehavingageneralface-to-faceconversation.Importantdetailscangetoverlookedifyouspeaktooquicklyanditalsosavesyoufromhavingtorepeatyourself.Thisisespeciallytrueifyouhaveaverypronouncedregionalaccent.Itisnotquitepropertoalwayshavecallsofapersonalnature.Thereforemakesureyoudissuaderelativesandfriendsfromcall