JAPANESE Telephone Manner for Business

JAPANESE and IRANIAN BUSINESS MANNER SCHOOL IN IRAN COMING SOON BY LICENCE FROM JAPAN.

 

Introduction

電話応対もビジネスマナーの1つですが、
すでにいち社会人として社会に出ているひとでも、
「電話の応対は難しい...」「電話応対は苦手だ」というひとも少なくないと思います。

そもそも電話応対の場合、相手の顔が見えません。
相手がどんな気持ちで話をされているのか、読み取ることが難しい時もありますね。
電話応対は「難しい」と思ってしまう要素はいろいろありますが、
電話での会話は職業によっても異なります。

企業の担当者同士の電話、得意先の上役の方との電話、
一般のお客様からの問合せの電話、あるいはクレームの電話、などなど様々です。
特にクレーム対応の場合は、最初からお客様が良い気分ではないところから始まりますので、
より難しくなりますね。

しかし、どんな場面においても相手の立場に立ち、
誠意ある姿勢で対応すれば、きっと信頼も得ることができるでしょう。
電話というものは、直接会うことが容易ではないお客様でも、
まるで目の前にいらっしゃるかのように話ができる大変貴重な機会です。

信頼を得ることができれば、次の注文、新しいビジネス展開にもつながります。
あなたも電話応対のスキルアップを目指して、電話応対のプロになってください。

スタッフ一同、お待ちしております。

2017/4/01
村井文

ビジネスマナー 構成
カリキュラム例
仕事のルールとマナー ・企業人 / 組織人 の心得
・仕事のルール / 仕事の基本 / 仕事のマナー
・職場でのマナーとルール / 身だしなみ
ビジネス会話 ・言葉遣いと対話のマナー
・敬語
・正しい言葉選び
・ビジネスフレーズ
・NGフレーズ
電話応対 ・電話のマナーとルール
・電話をかける時のマナーとルール
・電話を受ける時のマナーとルール
・メモを残す時のルール
・携帯電話のマナーとルールみ
接客・訪問マナー ・自己紹介
・名刺交換
・紹介のルール
・接客対応のマナーとルール
・訪問のマナー
ビジネス文書マナー ・ビジネス文書の基本マナーとルール
・FAXのマナーとルール
・E – MAILのマナーとルール
・社内文書のマナーとルール
・社外文書のマナーとルール
・社交文書のマナーとルール
・封書のルール
会議のルール ・会議のルールと心得
・会議の種類
・基本の会議の流れ
・会議の席次
・会議の準備
・設営係のルール
・会議議事録のまとめかた
接待・幹事のマナーとルール ・接待、幹事のルールとマナー
・接待をする時のマナーとルール
・接待を受ける時のマナーとルール
・打ち上げのマナーとルール
・幹事の心得  (準備 ・ 当日)
・お礼のマナー
その他 ・新入社員教育
・接客マナー教育
・中堅社員教育
・管理職向けコーチング研修

Contents

Chapter 1    Base of  Business conversation over the phone

  1. How Can make Company figure up by telephone conversation.
  2. Business Telephone manner
  3. Before answer or pick phone up need to know 5 Basic Technique
  4. Telephone support flow chart

 

 

Why need Business Telephone Manner ?

The answer is : Customer satisfaction

Why we need Customer satisfaction ,yes every body know the answer but it needs a lot of Technic and Mind or Heart Control .

-We need to know how we can control our Mind when customer angry with us .

-We need to know how answer our customers when we are angry about our private .

-We need a lot of Technic to control and how conversation with our customers or environment person to don’t lose them .

Some times we talk without Mind Mapping and without any Manual .

When we don’t like our Job but we have to do that for earning our salary ,some training will help us to control us ,when you lose your customer that means your company lose profit and when company lose his profit YOU LOSE your profit and finally no more JOB .

-I think some of us watching our mobile when customer comes to our job or our office , isn’t it  ?

Do you like it ? How about yourself do you like when you are hurry about somethings and go to bank but staff talking about last night TV show ?

JAPTEC IRAN try to teaching and training about business manner in Iran .

Why JAPANESE BUSINESS MANNER START TO BE INTERNATIONAL STANDARD same as ISO ,TS or other ?

It’s My personal Idea to explain why Japanese ? It return to Japanese History , Culture, Geography position on the Earth.

Case Japan is an Ireland ,they don’t have enough  Underground Natural Resource  as GAS,Oil and others .But They have a lot of beautiful sighting spot and a lot .

They live together with a huge trust between each other ,when I start to live in JAPAN ,not a lot of thieves or crime here every where doors was open car or house .

I have a lot of friends here some of them Police office (who work with FBI) , Doctor and others.One they I ask police officer why Japanese law is too sweet and not very strict ?

He told me all laws it has been decided on trust between each other .

Yes, Most of Japanese don’t :

  ①Cheating Them

  ②Escape from each other 

  ③No Escuse

Don not  lie to each other 

Respect each other

Don’t use impolite and negative word’s to each other;It’s better to say they don’t have bad words or Impolite in their culture .

They have a huge numbers of good culture points that can not write here .

YES, They have to pass their life together .They Need Customers to Pass their life .They Need to respect each other in small area case it’s making good feeling to each other .

In a world where good manners and decorum are vanishing almost as fast as the polar icecap, Japan is one country where proper telephone courtesy is still practiced, especially in the business environment.

These elements made a new culture for Japan and they update it every seconds.It took lot of years ,so I think it’s a beautiful tool to make us and our life better .

Now JAPTEC have a Licence and teachers from JAPANESE Business Manner and start to teaching in Iran .

At Present we have some customers from JAPAN, Korea, France,Iran who need to have some Office lady , Manager,Seller, Operator and so on for making their Company Image Up in Iran .

They needs some staff in their Hotel , Hospital, Office,Factory,Air Port ,Bank and other division with Japanese bushiness culture   .

Here I will show you a one of Telephone Training in our class.

An Example of Training Telephone Manner or Etiquette in Japan :

  1. Don’t call early in the morning, during lunch hour or right before they are about to leave. Avoid calling someone when you know they are busy.
  2. If it is not urgent you might call between 5-7 pm.
  3. If the caller is a customer, wait until they hang up before you put down the receiver.
  4. Hang up the phone receiver quietly.

When answering the phone:

  1. When the phone rings, pick it up as quickly as possible. (within 3 rings) (You may say  “Sorry for keeping you waiting” if the phone is left ringing for too long).
  2. When the phone rings, pick it up as quickly as possible. (within 5 rings) (You may say  “Am Really sorry for Keeping for long time waiting” if the phone is left ringing for too long).
  3. When passing the phone to an associate, put the caller on hold so that they can’t hear your conversation (it is considered to be rude.)
  4. Don’t make the caller wait too long. If the person they are asking for can’t answer immediately, you may ask the caller to call back later, offer to take a message for your associate to return the call or help the caller yourself.

Once you start working with or become an employee at a  company, you will need to communicate with your customer or other business persons by telephone.

As your environment, it is more appropriate to answer the phone in polite. Using these Japanese telephone Manner phrases that can  help you to make a good relationship and good communication with customers .

When you think of telephone conversations, you may be reminded of the words “ALO, ALO (hello)”( JAPANESE= MOSHI MOSHI). Indeed, this expression is very common and frequently used in every phone call in Japan, but this is not enough in a business context.In the Other Mean it’s just some words when you are talking with your friend not your customers or your Boss.

When a Japanese company hires a newcomer, the first thing he or she is usually taught is telephone etiquette.

This goes to show the important role proper telephone courtesy still plays in Japan, especially in a business environment.

We will introduce some basic conversation and words here, but those looking for a more extensive guide may wish to search for Japanese internet sites aimed at new graduates which explain telephone courtesy.

JAPTEC can Promise to our Client that your staff will be able to make a best Impression when calling or talking with your customers .

Business-related calls generally demand the use of honorifics, and this requires some rote memorization and probably pronunciation drills. Fortunately, however, learning a dozen or so standard phrases will get you through most situations.

First, obviously, identify yourself and state the purpose of your call.

If you wish to speak to a certain Mr. Mehdi that works in a big office, it’s better to add his first name — say Mehdi — so you would ask, “ (Is Mr. Mehdi Zandi there?).”

Finally, it is very important to also end the conversation politely. You might say,BA KAMALE TASHAKOR.

Answering the telephone is the base in the basic as a member of society. Especially if the business scene, (your way of speaking on the phone) speaking of telephone impression of the company and companies in one will be left and right. In particular comeback and phone-enabled phone in the case of sales of the business is very important.
Including the Notes and the point of the case to make a call on this page, speech and response (telephone manners), the comeback of the phone manual., Will introduce the wording and honorifics that are often used by telephone.

contents of  the page of “How to make telephone answering the phone

1. point if you make a phone call
2. phone over the way and procedures (manual)
3. cliche used by the phone
4. honorific used well in phone
Manners and answering an example of how to receive the phone ※, another is such corresponding page of annoying phone

1. Point in the case of a telephone call

Phone is exchanged invisible face. In particular, the phone in the business, the impression of the company and companies are left and right in one of your phone.
Following to try to raise the basic point of if you make a phone call.
Everyone of new employees, when the senior is make a phone call, is also recommended to try a comeback and clarified a good ear to the reference.In addition, phone calls example (of the correct phone How to Get) are introduced in a separate page (here also how to respond suffering come annoying phone company.)
Phone How to make business manners
(telephone over how manners Fundamentals)
business manner Commentary
1. The requirements are briefly
(1) Time is money
Also here also other party, we are a business in a limited time.
Before you make a phone call, or keep together the pre-requirements and content, you may want to keep the bullets.
(2) Telephone Paid
Not shalt forget that the telephone is also a fee. Longer comes to expenses will Kasami. In the case, such as long wait, let’s devise such as re-applied.
2. choose the timing (the consideration of the time period in which a phone call)
(1) morning most Avoid
Except in the case of urgent business and important business Let’s avoid first thing in the morning. At the time of opening, is a busy time of day in such other party also morning assembly and office contact. About as much as possible 10 minutes from the start of work Let’s avoid transmission of the phone.

In the case of forced to put the best in phone absolutely morning
“Excuse me early in the morning.”
“I’m sorry to the busy time zone,”
such as you Crispy word.

(2) overtime avoid
Except in the case of emergency, you should avoid the lunch break and outside office hours phone. Break is necessary. If the person is absent, it will take trouble to people who received a phone call. The outside is also time for the sake of smooth human relations and as much as possible not to the phone.

If forced to do over a period of just lunch break or time out of the phone
, “I’m sorry during lunch break.”
“It’s time out, but you sure you want”
you Crispy word and so on.

(3) returning home just before avoid (time zone of returning home just before avoid)
Of that do not know what other party is the person to the extent of overtime, the telephone of the closing time Girigi is it is better to avoid as much as possible.
Leaving time before the phone you may is hated.Especially in child care, such as female employees who have entrusted their children is very sensitive to leaving time. Try to consideration to.
3. advance preparation is the thorough
(1) know the other party of information
As the basic information, other party of the telephone number, company name, department name, job title, how to read the names let’s retainer properly.
(2) is summarized the contents
As never or looking for material from a phone call, documentation for business will be prepared on the desk.
Let’s call from putting in advance head the contents of the story.
4. The phone is turned off gently (phone of how to cut Manor)
(1) telephone is cut is better to over
Basic that the telephone is cut is better to over.

When you how to cut … cut is, hang up a telephone receiver and slam the NG. It will give an unpleasant feeling to the other party.
We should put a quietly softly handset, but polite to hold the hook in the finger of the better vacant if you want to, hang up the handset from the check with the sound from the handset that the call was cut off completely .

(2) If the other party customers, cut from off the other party
Even calls made from here, if the other party customers, turn off the phone after confirming that the other party has hung.

Phone calls and telephone manners is the base in the basic as a member of society. Especially if the business scene, such as a company and workplace, your phone calls, company of the impression one to Get phone will be left and right.
Tips to Get this page a good phone, including the attention point and the point of the case to receive a phone call, to Get procedures and corresponding documentation, words and honorific used well a phone, introduces an easy-to-understand for such nuisance calls and complaints corresponding doing.

contents of the page of “How to Get and telephone answering the phone

1. point if you receive a phone call (telephone answering / Fundamentals)
  Take as soon as possible phone,
first word is bright,
important information is a note with the repetition,
(not to long hold) does not wait long an opponent other
  [One point] in addition to learn to how to receive the secretary of the phone
2. Phone How to Get and procedures (manual telephone answering / applied)
   If you ① personnel are in the office
   If ② personnel in phone
   ③ If the person in charge of during the meeting
   ④ phone in-house telephone and in-house with each other
3. word-language commonly used by telephone. Often used cliche is
4. Telephone and well-used honorific
5. Other
(takes the incoming unsolicited phone-solicitation phone to the company, the corresponding claims phone)

1. Point of the case to receive a phone call
(corresponding Fundamentals of correspondence and telephone of the phone)

Phone is a basic tool indispensable to communication. In particular, the phone in the business, the company of impression will be left and right by one to Get your phone. Precisely because they interact invisible face, How to Get the phone is very important.

As How to Get the hint of good telephone at the company and workplace, try to include the basic point of business etiquette (telephone manners) when receiving a phone call to the following.
Person correspondence is not good phone by all means put a mirror to the desk, please try to phone calls while trying to smile. If you continue to get used to, it will be able to hearty corresponding naturally.

Business etiquette of how to receive the phone (phone of the corresponding Fundamentals)
Business manners, telephone manners Commentary
1. take as soon as possible phone
During reception, take the handset within three call
Take as soon as possible phone, but you change the response by the number of calls to take a phone call.

[For reference]
will introduce an example of dividing the way received by the number of ringing call sound to take a phone call.

▼ when I received a phone call in up to three calls
Good morning.
(AM11: 00 until around)
Thank you for your phone.
(time zone of 11 o’clock am)
▼ 3 when it has become more call
Sorry to keep you waiting.
▼ When you’ve rang several more times
Thank you for waiting great value.
2. The first word is bright
(1) first impression is determined by the voice
It determines the first impression of a company in your voice.
Going was younger about 10 years old, is lifted to increase the little voice, let’s answer the phone in a bright and cheerful voice.Dour voice and, difficult speech to hear is NG.
3. important information Notes and the repetition
(1) First, take notes
Other party of the company name, the name is sure to take notes.
(2) to read back for confirmation
Even when acting as an intermediary, even if the person in charge is absent, and recite other party of the company name, the name always.

“I’ll Come in ZANDI-like. We always become very indebted”
“I’ve Sha need in ZANDI-like. Thank always thank you.”
(3) not to unanswered
If the difficult to hear the other party’s voice, you may want to use these words.

“Excuse me. I like a little bad radio wave condition,”
“Excuse me. A little, such How can so that your phone is far away,”
“excuse me, so little phone is far away, thank you again,”
“excuse me , you think you can give me your name, ”
” excuse me, are you sure you want to ask your name. “
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اخلاق کاربران ایرانی در شبکه های اجتماعی فحاشی کاربران ایرانی از حاشیه خارج شده و به متن رسیده است. آنقدر که اینستاگرام امکانی جداگانه برای سلبریتی ها تعریف کرده است که با تعیین کردن کلمات کامنت های مخرب و توهین آمیز را پاک کنند. ما هم در این قسمت از تواناتک شو به موضوع کامنت های اخیر و بحث های پیش آمده پرداخته ایم. به امید اینکه این رفتار تغییر کند….From APARAT