Customer Service Telephone Answering Standard

1 Purpose

Standardizing the property service center

2 scope of application

This specification applies to the office management staff of the property service center.

3 key points of procedure

3.1 phone calls in the three ring: first say, "Hello, Huawei property";

3.2 if you need to hear the phone call, you should apologize to the other person. You should say, "Hello, teacher / classmate, he is answering the phone. Please call later or ask if the person needs to leave a message. If the other person asks for a pfer, please wait for a while and then pfer the relevant person."

3.3 clear articulation, gentle intonation and standardized language.

3.4 the content is concise and concise. Outside office telephone can not be occupied for a long time.

3.5, you can hang up the phone if you want to make sure the other person is hanging up the line.

3.6 when answering the office phone, if any other phone calls need to be answered, you should apologize to the caller, and say, "excuse me, can I take a phone call?"

3.7 if later the telegram is public, you should explain to the other person that you are receiving another call from teachers and students. Please call back later. If necessary, you can let the former know the contents of the conversation between the two sides.

3.8 if a private phone should indicate to him that he is receiving calls from teachers and students, please call back later.

3.9 when answering the office phone, if there is a need for teachers and students to receive, they need to hint to the visiting teachers and students (nod, smile and give up their seats) and finish the call as soon as possible.

3.10 when receiving teachers and students, if there is a phone call to be answered, apologize to the visiting teachers and students, then answer the phone.

3.11 when you answer the phone, you should pay attention to tone and tone. When answering the phone in front of teachers and students, facial expressions should not be too rich.

3.12 the caller is a work related and familiar colleague, but the address is not easy to get too close, so as not to cause misunderstanding to the teachers and students.

3.13 do not allow grass and grass to hang up telephone calls from teachers and students.

4 other requirements:

4.1 if the calling party can not contact immediately, the other party shall pmit detailed information to the information, such as: the matters of pfer, the name of the other party, the telephone number, the contact mode, etc.

4.2 telephone calls from teachers and students should be recorded in the registration form for incoming visitors.

4.3 if a private call needs to be pmitted, it should be recorded on the sticky paper and conveyed to the relevant personnel in the shortest time.

4.4 record any assignment and pfer matters, with clear handwriting and clear description.

5 relevant supporting documents, registration form for incoming visitors.