Telephone Phrases

Telephone Vocabulary

by:

M. van Eijk /MA

Good afternoon, Zadkine, this is Denise Green speaking. I am calling about …

I'd like to speak to ...

I am calling about …

Could (can=informal) I speak to Mr …, please?

I'm trying to contact ...

Making contact :

◾I'm calling from Tokyo / Paris / New York / Sydney.

◾I'm calling on behalf of Mr. X ...

◾ I am calling about …

Giving more information:

◾Who's calling please?

◾Who's speaking? / What’syour name please?

◾Who have I been speakingto?

◾Where are you calling from?

◾Are you sure you have theright number / name?

◾Can I take a message?

◾Would you like to leave amessage?

Asking for a name / information :

Asking the caller to wait :

◾Hold the line please.

◾Hold the line; there are nine before you.

◾Could you hold on please?

◾Just a moment please.

◾Hang on a moment.

Placing Callers On Hold

It’s very polite to ask your caller “Do you mind holding?” or “May I put you on hold?” before doing so.

If you ask your caller to hold, be sure to listen to the response.

After placing your caller on hold, check back periodically (between 30-45 seconds).

Give them the option to continue to hold if it takeslonger to find information OR offer to call them back.

Placing Callers On Hold

When returning to your caller, remember to thank them for waiting. Use these phrases when you will connect the caller:

◾Thank you for holding.◾The line's free now ... I'll put you through.◾I'll connect you now / I'm connecting you now.

If your caller cannot hold, offer to take a message; transfer to another party; or arrange for them to return the call at a specific time.

Taking Phone Messages

If possible, use telephone message form to record accurate and complete information. A good phone message includes:

» Caller’s name (get the correct spelling), company or dept. and number

» Date and time» Message

Action to be taken (i.e., “Please Call,” “Will call back,” or “URGENT”)

Deliver the message as soon as possible

Maintain confidentiality with all messages.

◾ The line is very bad ... Could you speak up please?

◾ Could you repeat that please?

◾ I'm afraid I can't hear you.

◾ Sorry. I didn't catch that. Could you say it again please?

◾ I’m sorry, I didn’t catch your name.

◾ Could you spell your name, please?

◾ Could you slow down?

◾ Could you repeat that?

Telephone problems :

Returning Phone Calls

When calling someone, establish specific call- back times. Ask, “When is the best time for me to call again?” or “When is the best time for them to call me back?”

When taking calls for another individual, schedule return calls during specific blocks of time (i.e., “I expect him to return by 4:00 p.m. You can reach him between 2 and 5”).

Many people find it difficult to end a telephone conversation.

Use phrases like these:

◾Thank you for calling.◾Thank you very much for the information◾Thank you for your interest.◾That’s agreed then, until Monday.◾That will be all right.◾Fine/ agreed◾Yes, that’s fine.

Closing The Conversation

Feel free to continue; the rest of the slides contain extra –more detailed-information.

THE END ?

1. How much is this computer?

2. What is the delivery time?

3. What price range would this be?

4. When will the goods be sent?

5. Have you got this model in stock?

6. Can we pick up / collect the folders we ordered.

7. Our telephone number is …

8. What’s the delivery time?

Making Enquiries

1. I’d like to order a few items.2. Thank you very much for your catalogue.3. We accept your terms of delivery and payment.4. I’d like to order the following articles.5. Do you have that in stock?6. Do you have any other brands?7. What is the usual discount for these printers?8. What’s the discount for cash payment?9. When can you deliver?10.How much time should we allow for delivery?11.Can’t you deliver any sooner?12.Are these agendas/diaries still € 1 apiece?13.Does this price include VAT?

Orders

1. Would you have a room free, please?

2. What is the room rate per night?

3. I’ll send you all the details by e-mail

4. Can I book a few rooms from Monday to Friday please?

5. How many rooms do you require/ need?

6. I need four single rooms and three double rooms.

7. One moment, please. I’ll just check .

8. How much is a double room with / including breakfast, please?

9. Yes, I’ll take the room.

10.How do I get from the station to your hotel?

11.It concerns 2 nights.

12.I’m sorry. We can’t help you. We’re fully booked / booked up.

13.I’d like to book a room for the night of 2-3 April.

Reservations

Making an Appointment

1.When can we meet?

2.Could we make an appointment?

3.I’d like to make an appointment with Mrs Brown.

4.I’m afraid something’s come up.

5.Would it be possible to move our appointment to next week?

6.I’m afraid I need to reschedule my appointment.

7.Which day would be most convenient?

8.Would you have time on Tuesday?

9.How about Monday?

10.Could I come round on Thursday?

11.Would it be possible for us to meet at Schiphol?

12.Would 9 o’clock next Monday or Tuesday at 11 suit you /

be convenient?

Making an Appointment

1. Hold on a moment please. I’ll check my diary.

2.That suits me fine!

3.11 o’clock on Tuesday. Would that be possible?

4. How long do you think we’ll need?

5. Agreed. We’ll meet next Tuesday at my office.

6. I’ll come and see you on Wednesday 3 March at 11 o’clock.

7. I will confirm the appointment in writing.

8. Could you tell me how I can find your company?

9. Do you know the way to our office?

10. Do you know how to get to our office?

11. Shall I send you directions?

12.Tomorrow suits me fine.

13. Sunday is not very convenient.

14.Can you suggest another date?

Making an Appointment/Ending a Conversation politely

1. I’m afraid I must cancel our appointment.

2. I’m afraid I shall not be able to keep our appointment.

3.Could we postpone our conversation to next week?

4. We’ll be finished in an hour.

Polite end of Conversation:

1. Thank you for calling.

2.That will be all right.

3.That’s agreed then, until Monday.

4.Ten o’clock then, at your office.

5.Great! Have a good afternoon.

6.Well, I know you’re busy, so I don’t want to keep you.”

Sorry. I didn’t hear what you said.

I am on my mobile & the line is not very good.

Could you repeat the price, please.

It’s very bad line. Can I call you back .

I can hardly hear you. Can you speak up please?

Sorry. I am not able to understand you. Can you call me on……………

I cannot understand you. Can you speak more slowly please.

I think the signal is going down. I’ll call you back.

Telephoning SkillsAvoiding Misunderstanding

Proper Telephone Language

Don’t Say Say

You have to… Will you please?

You need to… Would you please?

Why didn’t you?Would you please?

Your problem or Your complaint

Your question, Your concern, or this situation.

I can’t do that/ It’s not my job.

Tell the caller what you can do

Proper Telephone Language

Don’t Say Say

Hang on… May I put you on hold?

Hold on… May I put you on hold?

Who is calling?May I say who is calling?

I can’t hear youCan you please speak up? I am

having difficulty to listen to you.

I can’t help you.I need to transfer your call to

.. so that they can answer your question. May I do so?