Telephone Essentials

TELEPHONE ESSENTIALS Answer the phone

Greetings

Offer help

Ask to speak to someone

Ask who’s calling

Say who you are

Ask reasons for calling

Saying reasons for calling

Connect the caller

Ask the caller to wait

English

… (company). Good morning. … (company). Good afternoon. Good morning. AIC Computing Hello. Three double five, double one two. Hello IT. Louis speaking. Hello. How are you? Nice to hear from you again! I didn’t recognize your voice! Can I help you? What can I do for you? May I help you? Who would you like to speak to? It’s ages since we spoke. Can you put me through to extension 123, please? Can I have extension 123, please? Extension 123, please! James Cassidy in Sales, please. Can I speak to Vitale Marini, please? Can you put me through to him, please? Who's calling? Could I speak to Freddie, please? Can I have your name, please? Could I have your name, please? Is that Diana? This is Silvia at AIC computing. This is Walter Geiger. It’s Midori. What does it concern, please? Would you mind telling me what you're calling about? May I ask what it is about? Can I speak someone about.... (noun/verb+ing) I’m calling about... (noun/verb+ing) It’s about... (noun/verb+ing) It’s with regard to... (noun/verb+ing) I’m phoning because of...(noun) I would like to...(infinitive) I’m phoning to...(infinitive) One moment, please! I’m putting you through. The extension/line is ringing for you. Let me just check if someone is available. I’ll try his number for you. I’ll just connect you to... I’ll transfer you to... Sorry to keep you waiting. I think you’ve got the wrong extension. I’m afraid the line/extension is busy / engaged. I’m sorry but there’s no reply. Do you want to hold or would you like to call later? Would you like to hold? Just a moment, please. I'll put you through. Hang on, I’ll put you through. Can you hold the line? Can you hold on a moment, please? (I’ll see If he’s/she’s in his/her office) Can I just put you on hold? Please hold. Are you OK to wait a couple of minutes? Do you want to hold or would you like to call later? Just bear with me a moment. Hang on a second.

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Check the person who answers has time to talk.

Explain the person isn’t available

Is this a good moment? Have I rung you at a bad time? Can we talk now or later? Do you have a second? Do you want me to call later? Are you busy right now. … is speaking on another line. … isn't in (yet). … is away on business. … is on holiday (this week). … is out for lunch. I'm afraid, … is not available at the moment. … will be back any minute. I'm sorry, but the line is engaged. There's no reply.

Leave a message

Could you please tell … I phoned? Could you give … a message, please? Could you ask … to call me back? Do you know when … will be back? Please ask him/her to call me back. Please say I called.

Take a message

Can I take a message? Can I give him/her a message? I’m just getting a pen. OK. Go ahead. Anything else? Let me read back to you. I’ll give her a message.

Asking for repetition and clarification

Clarify

Show you’re listening/show interest

End the call

English

Could you speak more slowly/ speak up please? Could you repeat that, please? Would you mind saying that again, please? Speak more slowly, please. Sorry, I didn’t catch that. I couldn’t hear you, I’m afraid. Could you spell that, please? Sorry? / Pardon? My English isn't very good. Can you repeat that? Is that with D at the end, D for David? Did you say your number is 234 567? Is that with B for Bravo or V for Victor? Where did you say you are calling from? Is that with one M in the middle or two? The code for Sweden is 49, right? The line is bad. I can hardly hear you. I didn't get that. Let me spell it. It’s W-A-Y-N-E. Got that? Let me read it back to you. So that’s A as in ‘Amsterdam’. It’s thirty: three, zero. I see. Right! I understand! That’s fine/great. Is that right?/ Is that OK? Really? Goodbye. Thanks for calling. Is there anything else I can help you? Sorry, I’ll have to stop you there. I’m expecting another call. Thanks for your call. It’s been nice talking to you. Goodbye. Thank you very much for your help. I look forward to hearing from you soon. Bye

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Refer to future call

Leave a recorded message

Look forward to hearing from you. When can I expect to hear from you? This is Lionel Webster speaking. I’m not in the office at the moment but I expect to be back shortly. Please leave your name, number and a message of no more than three minutes when you hear the signal. Thank you for your call. Hello! I’m afraid I can’t get to the phone right now. Please leave your message after the tone/leave your number and I’ll call you back later.

Operator: Hello, Frank and Brothers, How can I help you? Peter: This is Peter Jackson. Can I have extension 3421? Operator: Certainly, hold on a minute, I'll put you through... Frank: Bob Peterson's office, Frank speaking. Peter: This is Peter Jackson calling, is Bob in? Frank: I'm afraid he's out at the moment. Can I take a message? Peter: Yes, Could you ask him to call me at 234 334 343. I need to talk to him about the Nuovo line, it's urgent. Frank: Could you repeat the number please? Peter: Yes, that's 234 334 343, and this is Peter Jackson. Frank: Thank you Mr Jackson, I'll make sure Bob gets this as soon as possible. Peter: Thanks, bye. Frank: Bye.

English

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