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電話対応してる人
電話対応してる人

新社会人必見!電話対応のビジネスマナーを身につけるための3ステップ

電話対応してる人

電話対応は、あなたの会社の印象を左右する大事な仕事です。

的確で心地よい電話対応を行えば、相手先もあなたの会社に対する印象を良くし、その先の仕事もスムーズに行える可能性が高くなるでしょう。

反対に、やる気のない雑な電話対応をされてしまうと、あなたの会社に対する印象が悪くなり、取引をしていいものか悩んでしまうかもしれません。

そこで、本記事では、電話対応のビジネスマナーを身につけるための3ステップについてご紹介していきます。電話対応に自信のない方は、是非本記事を参考にして、ビジネスの基礎ともいえる電話対応をしっかりと身につけていきましょう。

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電話対応のビジネスマナーを身につける重要性

電話対応は、「あなたの会社と取引先をスムーズに繋ぐ大事な仕事」です。

新規の取引先であれば、あなたの電話対応があなたの会社の第一印象を左右します。

また、継続的な取引のある会社でも、的確な電話対応を行い、スムーズに仕事を取り次いでいくことで、円滑で良好な関係を保っていくことができます。

そのため、あなたが新人であろうと、普段電話に出ない人であろうと、電話対応の基本を身につけておくことは、長い社会人生活を送る上で欠かせないことなのです。

それでは、電話対応を身につけるための3ステップについて、次の項から詳しく見ていきましょう。

電話対応のビジネスマナーその1:電話対応をする際の注意点を頭にいれる

まずは、電話対応をする前に、「電話対応の4つの注意点」を理解しておくことが大切です。

「やるべきこと」を理解する前に、「どのような姿勢」で電話対応を行うかということが重要になります。

電話対応をする際の4つの注意点は、次の通りです。

  • 元気よくハキハキと話す:電話に出る際には、相手に聞こえやすいように、明るい声でハキハキと喋りましょう。明るく、聞きやすい声はそれだけで相手の印象を良くします。
  • ペンとメモを事前に用意する:事前にメモをとる準備をしておくことで、電話の内容を聞き逃してしまうことがなくなります。
  • 電話が鳴ったら3コール以内に出る:3コール以上鳴ると、相手先は「待たされてる」と感じ、印象を悪くしてしまうので、電話が鳴ったらすぐに出る習慣をつけましょう。
  • 電話対応に集中する:どんなに忙しくても、電話対応をする際には、他の仕事を辞め、その電話に集中するようにしましょう。内容を間違えたりすると、後の仕事で大きな問題が生じることになります。

まずは、電話対応をする際には以上の4つの点について注意するようにしましょう。それでは、次の項で具体的に電話が掛かってきた時の対応について見ていきましょう。

電話対応のビジネスマナーその2:内容を整理してメモをとる

電話対応をする際には、「誰が、いつ、誰宛に、どの様な用件で」電話してきたのかを的確にメモすることが大切です。

基本的な電話の流れは、次の通りです。

  1. 電話に出る:「はい、ABC株式会社でございます。」
  2. 相手先が答える:「XYZ物産の◯◯です。××の件でお電話したのですが、■■課の▲▲さんはいらっしゃいますでしょうか?」
  3. 返答する:「▲▲でございますね。少々お待ちくださいませ。」
  4. 保留して取り次ぐ:保留ボタンを押し、▲▲さんに内線で繋ぎ、誰がどのような用件で電話してきたかを伝え、取り次いで良いかを確認する。取り次いで良い場合は受話器を置いて取り次ぐ。
  5. ▲▲さんがいない場合:「申し訳ございません。只今▲▲は外出しております。午後3時頃に帰社予定となっておりますが、戻り次第ご連絡致しましょうか?」と聞いて、どのように対応すれば良いかを明らかにする。

特に、相手先の名前と電話番号は必ず聞き、正確にメモしておくようにしましょう。電話の最後に、電話番号をもう一度確認してから切ることが大切です。

そして、メモをもとに、担当者に「誰が、いつ、どの様な用件で電話してきて、どう対応してほしいのか」を迅速正確に伝えるようにしましょう。

電話対応のビジネスマナーその3:基本的な受け答えを身につける

電話対応をする際には、様々な状況が起こります。そのため、電話対応の基本的な受け答えを身につけておくことが大切です。

相づちや謝罪などの言葉をあらかじめ理解しておくことで、スムーズに電話対応をしていくことができます。

電話対応の基本的な受け答えには、次のものがあります。

  • 相手が名乗らない場合:「恐れ入りますが、お名前と会社名をお聞かせいただけますでしょうか?」
  • 相手が名乗った場合:「いつもお世話になっております。」
  • 相づちを打つ場合:「さようでございますか」
  • 謝罪する場合:「申し訳ございません」
  • 用件を伝えられた場合:「かしこまりました」
  • 受話器をおく場合:「失礼致します」

これらの基本的な受け答えを理解しておくことで、スムーズに会話することができます。

また、電話を受けた場合には、相手先が電話を切るまで待つのがマナーですので、注意するようにしましょう。

まとめ:基本を身につければ楽になる

ここまでで、電話対応のビジネスマナーを身につけるための3ステップについてご紹介してきました。

マナーと聞くと「堅い」「面倒くさい」といった印象を受けられるかもしれません。しかし、ビジネスマナーは、私達の先人達がビジネスを円滑に進めるために編み出してくれた知恵の結晶なのです。

特に電話対応においては、ある程度の型を覚え、後は用件に応じて柔軟に対応することで、円滑にビジネスを進めていくことができます。

一度覚えてしまえば、その先ずっと利用することができるので、電話対応に不安がある型は、是非本記事を参考にして、正しい電話対応を身につけましょう。

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