1. Before answering the phone:

(1) Prepare pen and paper: If you don't prepare pen and paper, then when the other party needs to leave a message, you have to keep the other party waiting and the guests waiting. This is very impolite. So, before answering the phone. Get a pen and paper ready.

(2) Stop all unnecessary actions: Don't let the other party feel that you are dealing with things that have nothing to do with the phone. The other person will think that you are distracted, which is also impolite.

⑶ Use the correct posture: If your posture is incorrect, the mobile phone will slip from your hand or accidentally fall to the ground, making a harsh sound, which will also make the other party feel dissatisfied.

Answer the phone quickly with a smile: let the other person feel your enthusiasm on the phone.

Step 2 answer the phone

⑴ Answer the phone within three times: This is a hard requirement for a star hotel to answer the phone. In addition, pay attention to answering the phone:

(1), pay attention to the tone of answering the phone, let the other party feel that you are willing to help him, and you can hear you smiling in your voice;

② Pay attention to the speed of intonation;

3. Pay attention to the wording of answering the phone, and never use any impolite language to make the other party feel unwelcome;

(4) Pay attention to the environment in which both parties answer the phone;

(5), pay attention to when the telephone line fails, be sure to confirm the reason to the other party;

6. Pay attention to the attitudes of both parties on the phone.

⑦ When you hear each other's conversation for a long time, you should also reflect it, for example, using "Yes, you can" to indicate that you are listening.

(2) Say hello and introduce yourself to the department;

(3) If you want to know who the other person is, don't ask "Who are you" abruptly. You can say "Who are you" or ask politely, "Excuse me, may I know your address?" ;

(4) When you have to put the phone on hold or keep the guests waiting; We should give an explanation and apologize. Pay attention to each other every 20 seconds and ask them if they want to wait.

5. Transfer calls quickly: Every employee must learn to solve telephone problems by himself. If he can't solve it by himself, transfer to the correct extension and let the other party know who the call is transferred to.

[6], the other party needs help, we should try our best: as hotel employees, we should try our best to help the guests. For each call, we can do the following: ①, greeting ②, apologizing ③, leaving a message ④, informing ⑤, immediately helping ⑤, transferring the call ⑧, directly answering ⑧ and returning the call.

(7) Thank the other party for calling and end the call politely: At the end of the call, thank the other party with a positive attitude and the other party's name.

(8) Always call each other by their first names, which shows respect for each other.

Second, the five elements of information

Recipient: Who is this message for?

Sender: Who wants to leave a message?

Date: It is best to include the specific time.

Recorder's signature: it helps to find clues or find places that you don't understand.

Third, the etiquette of answering the phone.

1. The phone is ringing. Answer it as soon as possible. It's best not to let it ring five times. Pick up the phone and report yourself first, "Hello, this is xx Department of xx Company"; When asking questions, you should pay attention to asking questions politely at the appropriate time according to the other party's reaction. Never say "he is not in", "wrong number", "there is no such person" or "I don't know" in a very blunt tone. Telephone language should be civilized and polite, with warm, modest and sincere attitude, calm tone and moderate volume.

2. When answering the phone, repeat each other's conversation if necessary, and briefly record important contents, such as time, place, contact matters, problems to be solved, etc.

When the telephone conversation is over, you should try your best to make the other party end the conversation. If you really need to end it yourself, you should explain and apologize. After the call, wait for the other party to put down the phone, and then gently put down the phone to show respect.

Fourth, some simple skills of making phone calls.

1. If the call you receive is for a superior, don't directly answer yes or no, but ask the other person's name and general intention, and then say to help you find it. Tell your superior what you know and let him decide whether to answer the phone.

2. When making a phone call, list the main points to avoid wasting time.

Before making a phone call, prepare a pen and paper, don't eat, drink or smoke, and keep the correct posture.

If the person you are looking for is not here, you can ask when the other person can call again or ask them to call back. At the same time, you should tell the other party your phone number and the time to call back.

When calling other departments, you should give out the department and name first, so as not to waste time because the other party asks about you.

6. Say goodbye after the phone call, and then put the phone down gently.

7. Choose a suitable time. It's best to avoid the off-duty time, because when you call at this time, the auxiliary factory in Yunnan will rush off work and probably won't get a satisfactory answer. Tan Xiaofang, a etiquette lecturer, thinks that the official phone call should be made to the other party's office as far as possible. If it is really necessary to call the other party's home, attention should be paid to avoiding the time of eating or sleeping.

Five, make the work smooth telephone skills

Call yourself if you are late or ask for leave; Go out to work and contact the unit at any time; When going out on business, you should inform the destination and telephone number; If the visit time is delayed, contact the other party in advance; After sending the document by fax, contact by phone; Don't tell others the home phone number of your colleague easily; Borrowing another company's phone should pay attention to borrowing another company's phone, generally not more than ten minutes. Under special circumstances, if you have to answer the phone for a long time, you should first get the consent and understanding of the other party.