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Telephoning for beginners

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StephenDodds

This document provides guidance on answering telephone calls for beginners. It outlines polite greetings to use when answering calls, how to transfer calls to the appropriate person, what to say if the requested person is unavailable, and how to take a message in that situation. It emphasizes checking back on contact details like phone numbers and confirming that messages will be passed on. The overall guidance is focused on providing good customer service over the phone through clear communication and offering assistance to callers.

Education
1 of 20
Telephoning for beginners...
Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you?
Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please?
Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? If yes...
Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? Of course / certainly, One moment please, l‘ll put you through... If yes...
Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? Of course / certainly, One moment please, I‘ll put you through... If yes... Thanks / Thank You
Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? If the person is not there...
Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? I‘m sorry, He/ she is... not in the office today* / on holiday / on a business trip He/ she is not at his /her desk at the moment, He / she is in a meeting at the moment, If the person is not there...
Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? I‘m sorry, He/ she is... not in the office today* / on holiday / on a business trip He/ she is not at his /her desk at the moment, He / she is in a meeting at the moment, And now what? .... If the person is not there...
The Anglo-German Information Gap English speaking caller Hello? What is she waiting for?
The Anglo-German Information Gap English speaking caller Hello? What is she waiting for? German receiver What is he waiting for? I did my part already!
So, How to solve it? Give the info that the person is not there, then... Offer to help!
So, How to solve it? Give the info that the person is not there, then... Offer to help! Should I ask him / her to call you back? Can I take a message for him / her?
So, How to solve it? Give the info that the person is not there, then... Offer to help! Oh yes please, Can you tell him / her ...blah blah... or... Can you ask him/ her to call me back please? Should I ask him / her to call you back? Can I take a message for him / her?
So, How to solve it? Give the info that the person is not there, then... Offer to help! Yes of course, Does he / she have your number? Oh yes please, Can you tell him / her ...blah blah... or... Can you ask him/ her to call me back please? Should I ask him / her to call you back? Can I take a message for him / her?
So, How to solve it? Give the info that the person is not there, then... Offer to help! No, It‘s 01734 587 535 Oh yes please, Can you tell him / her ...blah blah... or... Can you ask him/ her to call me back please? Should I ask him / her to call you back? Can I take a message for him / her? Yes of course, Does he / she have your number?
Let me just check / repeat that... That‘s 01734 587 535, Is that right? It‘s important to check that we got the number right!
Let me just check that... That‘s 01734 587 535, Is that right? Yes, that‘s right It‘s important to check that we got the number right!
Let me just check that... That‘s 01734 587 535, Is that right? Yes, that‘s right OK, I‘ll pass the message on, OK I‘ll give him the message, Thanks for calling, Goodbye / Bye It‘s also important to tell the caller that we will pass the message on!
Let me just check that... That‘s 01734 587 535, Is that right? Yes, that‘s right OK, I‘ll pass the message on, OK I‘ll give him the message, Thanks for calling, Goodbye / Bye Thanks. Goodbye They will thank you for this!

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Telephoning for beginners

  • 2. Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you?
  • 3. Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please?
  • 4. Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? If yes...
  • 5. Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? Of course / certainly, One moment please, l‘ll put you through... If yes...
  • 6. Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? Of course / certainly, One moment please, I‘ll put you through... If yes... Thanks / Thank You
  • 7. Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? If the person is not there...
  • 8. Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? I‘m sorry, He/ she is... not in the office today* / on holiday / on a business trip He/ she is not at his /her desk at the moment, He / she is in a meeting at the moment, If the person is not there...
  • 9. Hello, [Company Name] [Your name] speaking, or... My name is [Your name] How can I help you? Hello, This is [Your name] from [Company Name] Could I speak to .......... please? I‘m sorry, He/ she is... not in the office today* / on holiday / on a business trip He/ she is not at his /her desk at the moment, He / she is in a meeting at the moment, And now what? .... If the person is not there...
  • 10. The Anglo-German Information Gap English speaking caller Hello? What is she waiting for?
  • 11. The Anglo-German Information Gap English speaking caller Hello? What is she waiting for? German receiver What is he waiting for? I did my part already!
  • 12. So, How to solve it? Give the info that the person is not there, then... Offer to help!
  • 13. So, How to solve it? Give the info that the person is not there, then... Offer to help! Should I ask him / her to call you back? Can I take a message for him / her?
  • 14. So, How to solve it? Give the info that the person is not there, then... Offer to help! Oh yes please, Can you tell him / her ...blah blah... or... Can you ask him/ her to call me back please? Should I ask him / her to call you back? Can I take a message for him / her?
  • 15. So, How to solve it? Give the info that the person is not there, then... Offer to help! Yes of course, Does he / she have your number? Oh yes please, Can you tell him / her ...blah blah... or... Can you ask him/ her to call me back please? Should I ask him / her to call you back? Can I take a message for him / her?
  • 16. So, How to solve it? Give the info that the person is not there, then... Offer to help! No, It‘s 01734 587 535 Oh yes please, Can you tell him / her ...blah blah... or... Can you ask him/ her to call me back please? Should I ask him / her to call you back? Can I take a message for him / her? Yes of course, Does he / she have your number?
  • 17. Let me just check / repeat that... That‘s 01734 587 535, Is that right? It‘s important to check that we got the number right!
  • 18. Let me just check that... That‘s 01734 587 535, Is that right? Yes, that‘s right It‘s important to check that we got the number right!
  • 19. Let me just check that... That‘s 01734 587 535, Is that right? Yes, that‘s right OK, I‘ll pass the message on, OK I‘ll give him the message, Thanks for calling, Goodbye / Bye It‘s also important to tell the caller that we will pass the message on!
  • 20. Let me just check that... That‘s 01734 587 535, Is that right? Yes, that‘s right OK, I‘ll pass the message on, OK I‘ll give him the message, Thanks for calling, Goodbye / Bye Thanks. Goodbye They will thank you for this!