Good phone manners have always been important. You will be amazed at the number of corporations, small businesses and even call centers that ignore basic phone courtesies. The result is often lost business, irate customers and squandered opportunities.
良好的電話禮儀，一直很重要。你會驚訝地發現有那麼多的公司、小企業，甚至是語音信息臺，忽視了基本的電話禮儀。結果往往是失去生意，激怒客戶，錯失良機。
If you want to keep and add customers, keep from saying these things on the phone."That's not our policy." This excuse to avoid taking action on complaints or requests is not only poor manners. It's also damaging. If you cannot grant the request or fix the complaint,you ought to consult a superior for advice or be given authority to find alternatives that will transform the customer from dissatisfied to appreciative. Either way, keep the customer informed at every stage .
如果你想增加客源，請不要在電話裡講這些話。“這不符合我們公司的要求。”這種逃避對投訴或不想採取行動的藉口，不僅是不禮貌的。也是有害的。如果無法滿足客戶的要求或無法解決客戶的投訴，應該向上級尋求建議，或者尋找替代方案，讓客戶從不滿轉變為欣賞。無論哪種方式，問題進展到哪個階段，都要讓客戶瞭解情況。
"That's not my department," or "That's not my job." Everyone and anyone working for the company must be prepared to fill any and every caller's needs. At the very least, if you lack knowledge or responsibility, you should get a phone number; ask a manager for help and call back with information that does the trick.
“這不屬於我部門的職責。或者不屬於我的工作範疇”。每一個在公司工作的人，都必須準備好滿足每一個來電者的需求。至少，如果缺乏相關業務知識，可記下電話號碼，向經理尋求幫助，然後回電話提供解決問題的信息。
" Could you call back ? We're real busy right now . " This one always surprises the business mind. But employees say it more often than you'd think. It always makes me wonder: Busy with what? Lunch dates? So make sure not to get away with saying anything even close to this.
“稍後再打過來好嗎?”我們現在很忙。這個問題總是讓人感到驚訝。但員工們說這句話的頻率，比你想象的要多。千萬不要說任何類似的話。
"I was just waiting to get more information before calling you back." Everyone knows this is a ploy. If you were really gathering information, you'd send e-mail or leave an explanatory voice mail-which is what every pro does with important contacts. All this phrase does is insult the caller by signaling that he or she has no priority in your schedule - or else that you're incompetent. Either way, if you're avoiding someone's calls, be more creative.
“等我把事情安排好，給您回電話。”大家都知道這是一種策略。如果你真的在收集信息，可以發電子郵件或留下一個解釋性的語音郵件——這是每個專業人士處理重要客戶的方式。
Every time an employee picks up a receiver, the possibility of gaining or losing business is on the line. Attitude matters. Courtesy counts. Tone tells all. Make sure your opportunities don't go unanswered.
每次員工接電話時，生意成敗的可能性就在一線。態度很重要。禮貌很重要。注意講話的語氣，確保屬於你的機會，不會被錯過。
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