Call Transfer are handled Professionally 专业的电话转接
I’m transferring a call from Mr. Smith to you. He needs an updated on his account. 我转一位史密斯先生的电话过来，他想了解一下他最近的账户情 况。 Who is on the line? 谁打来的？ • Why are you transferring the call? 为何事？ • Always talk about the caller in respectful term
smile
interpersonal distance
• intimate distance（within 15 cm）： • personal distance（46～76cm） • social distance （1.2～2.1m） • public distance （3.7～7.6m)
•
不要用客户反感的称谓
Terminating a call
Use a suitable closing phrase "Thank you for calling us,Mr....." "It's my pleasure" Always say "good-bye "instead of "bye-bye" ,"okay" etc. Let the caller hang up first, then hang up gently
The Telephone Manner 01
Making a call
03
Call transfer
05
Attention/Principle
Answering a call
Terminating
02
04
Making a call
4元素
“您好”
“请问您是XX先生/小姐（或职称)吗?”
(Greeting)
Date/Time
_______________ For ____________________ Caller’s Name ___________ (Would you mind to spell for me) Returned Call ____________ Telephone_______________ Taken by_________________ (It is important, because the recipient will be able to ask you for clarification)
3
give the leader first
4
present it with the printed side up
S e p t . 2 2
2 0 1 5
P i c t u r e
What to pay attention？
• Always keep your business card clean and prestigious. • Do not give your card with your left hand.It is an insult in western country. • Never write on the face of the card • Do not place cards in your back pocket and sit on it. • Never lose a card and then ask for a new card.
Hair style
• Tall and strong women: simple short hair, free ,easy • The tall and slim women: long and curly hair • The short women: short hair or updo(盘发)
Attention/Principle
Be patient and smile
Repeat important informations
Use caller's name Words are clearly articulated Neither too slow or too fast
Answer all calls within 3 rings
others
Appearance ——The reflection of aesthetics
Hair
01
face
02
hand
03
Image means victory
Beautiful in appearance and clever in mind
Hair care
•healthy(健康) •elegant（秀美） •clean（干净） •neat（整洁）
Jewelry---No bracelets or large rings
About shoes
Sandals
Platform shoes
Rubber Sole
Manner Etiquette
interperson al distance facial expression physical touch
vocal quality
Don’t do other work while on the phone
The manner of shaking hands
Common gesture
social
taboos
A
B
common gesture
• 1.Be sure to use the right hand to shake hands. • 2.Master，the elder, boss and lady offer their hands first; then the guest, the junior, staff and men greet with a handshake. • 3.Not hold the hand tightly. The time is about 1 ~ 3 seconds.
Stand with back straight
shoulders back
chin up keep your arms relaxed at your side
avoid clasping your hands behind your back
avoid hugging your arms in front avoid nervous gesture
Introduction
Mention authority figures first and introduce others to them. Introduce a younger person to an older person. Always stand up. Shake hands. Do not give yourself an “honorific” such as Mr., Miss., Mrs.,or Dr.
physical touch
• Hugs between Men • kiss • shake
body language
• gesture Thumbs Up Gesture of Victory Expression of Numbers Nod and Shaking head
Body language
Bussiness Card Etiquette
1
When to give
2
how to give and receive
3
what to pay attention
When? When not?
How to receive a name card?
Say "thank you"
Read the
•5）Address properly when introducing each other
•6) Giving or recepting cards with both your hands •7) Do not force when customer wants to leave •8)Seeing off and saying goodbye
Face
man should be smooth-shaven(不留胡须) Vibrissa(鼻毛) should not be exposed to the air Mouth should be fresh and clean dressing up: natural, beautiful, coordinate
(Re-action)
•Representative Identifies Self to Call When Answering Your Own Telephone 接听者应表示身份
“Mary Mao” “HR Departe Complete & Accurate 电话留言完整且准确
(Destination)
“我是深圳高速XX部门XXX”
“请问您现在方便接听电话吗?”
(Identification)
(Request)
Answering a call
4元素
“您好” “深圳高速” “我是XXX” (Greeting) (Destination) (Identification)
“很高兴为您服务”
Reception manner
•1) Answer the door: come in, please