,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Chapter 6Telephoning Etiquette,Learning objectives,By the end of this chapter,you should be able to know,How to organize a call in business,How to answer a call,How to make a teleconference,How to leave a voice mail,Telephoning basics,Before you call,On the phone,Deal with interruption,Cell phone,Only leave your set switched on at times when receiving incoming calls will not inconvenience others.,Never make outgoing calls in a place or manner that will cause annoyance or embarrassment to others.,Always remember that you are likely to be overheard.,Use message taking and paging services to back up your system when it is switched off.,Always turn off cell phones at meetings,in theatres,and when dining.,If you must check calls as they come in,turn the phone to vibrate mode.,If you must answer the call,excuse yourself and go to a secluded area.,Switchboards,Unless you are using the receivers mobile number or private line,your call will be made via his switchboard.,Switchboards often put a caller on hold while the connection is sought.,It is good practice for the operator to say to the caller,Sorry to keep you waiting every 20 seconds or so.,Tactful and considerate secretaries(I),A caller wants to talk to the boss when s/he is very busy.,The secretary should patiently explain to the caller that the boss is busy at the moment and offer to take a message.Do not make a promise that the boss will call back,unless you are definitely sure about that.,Tactful and considerate secretaries(II),The boss is not in the office when a person calls.,Offer to take a message for him/her and do not say anything more than the fact that your boss is out if you are not sure why the caller is calling.You must avoid giving away information about your bosss activities to an outsider.,Tactful and considerate secretaries(III),A person calls continually with important questions but cannot clarify his ideas.,If the caller cannot express himself well,you can ask him to fax or e-mail the questions to you,in which case you can have a copy in hand when you talk on the phone.This makes him to organize his ideas and gives you the chance to address each question in order.,The correct procedure for the user of the conference facility,At the beginning of the call use the handset(not the squawk box).,Say to the caller something like,Ive got George Watson from sales and Desmond Ellis from distribution with me.Id like to bring them into our discussion on the conference phone if thats OK with you,.,When the caller confirms that he has no objection to this,each participant should say Hello or Good morning to confirm his presence.,Use handset to close the call.,The basic rules for teleconferencing,Dont interrupt,keep on the subject,and avoid negative comment of others.,Enunciate clearly and smile often.,Everyone must call in on time,as prearranged.,At the end of the conference the leader should summarize the discussion,close the conference,and thank the participants.,A voice mail greeting,1-2 second pauses before your greeting is played to callers.,Your name.,The name of your organization/department.,The day of the week.,What key(s,)callers can press on their telephone for immediate assistance.,When callers can expect a return call.,The name and extension of a colleague who can provide assistance.,Leave a message,Think through what you are going to say before you place the call.,State your name first.,State your number right after your name.,Repeat your phone number twice.,State the purpose of your call.,Find some common ground.,Be brief.,Leave a specific request.,Consider leaving your e-mail in addition to your phone number.,Case Study,Sometimes callers are rude and unreasonable.You may not know why they are rude or unhappy,but you can influence the outcome of the call and perhaps regain the callers goodwill.Once a customer was surf the Internet and dealing with his stocks when his Internet was disconnected.He tried for 15 minutes but still failed to reconnect the line.He was so angry that he called the China Telecom customer hotline on 10000 and shouted about the huge loss caused by the Internet problem.If you were the operator of 10000,how would you handle the difficult caller?,Team project,Voice messaging systems were developed to provide more efficient customer service and to improve the productivity of office staff.Unfortunately,many foreigners still find the problem with these systems in China because few of them provide English service.Once,Michael Calvisi,an American engineer in a Shanghai-based company,called China Mobile on 10086 for some consultancy,only to find that there was no English self service.Later,with the help of a Chinese colleague,he got connected with an expert who spoke good English and solved his problem.,Can you help 10086 to improve its English self-service?You can first do some translation for its Chinese service and then work in team to do a simulation practice.,