over the phone

1. CUSTOMER SERVICE / OVER THE PHONE
VOCABULARY

2. Making contact :
 Hello / Good morning / Good afternoon ...
 This is John Brown speaking
 Could I speak to ......... please?
 I'd like to speak to ..... .....
 I'm trying to contact ..........

3. Giving more information:
 I'm calling from Tokyo / Paris / New
York / Sydney ...
 I'm calling on behalf of Mr. X ...

4. Taking a call :
 X speaking.
 Can I help you?

5. Asking for a name / information :
 Who's calling please?
 Who's speaking?
 Where are you calling from?
 Are you sure you have the right
number / name?

6. Asking the caller to wait :
 Hold the line please.
 Could you hold on please?
 Just a moment please.

7. Connecting :
 Thank you for holding.
 The line's free now ... I'll put you
through.
 I'll connect you now / I'm connecting
you now.

8. Giving negative information :
 I'm afraid the line's engaged. Could you call back
later?
 I'm afraid he's in a meeting at the moment.
 I'm sorry. He's out of the office today. /
He isn't in at the moment.
 I'm afraid we don't have a Mr./Mrs./Ms/Miss. ...
here
 I'm sorry. There's nobody here by that name.

9. Telephone problems :
 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?

10. Leaving /
Taking a message :
 Can I leave / take a message?
 Would you like to leave a message?
 Could you give him/her a message?
 Could you ask him/her to call me back?
 Could you tell him/her that I called?
 Could you give me your name please?
 Could you spell that please?
 What's your number please?

11. Useful Phrases
 How can I help?
 Can I speak to …, please?
 Who’s calling, please?
 Please hold
 I’ll just put you through
 Could I speak to……please?
 Who shall I say is calling?
 Just a second
 I’ll see if he’s in
 I’ve got ……..on the phone for you
 Hang on a moment

12. Transcripts example
 Michelle: Hello, you’ve reached the marketing department. How can I
help?
 Male: Yes, can I speak to Rosalind Wilson, please?
 Michelle: Who’s calling, please?
 Male: It’s Richard Davies here.
 Michelle: Certainly. Please hold and I’ll put you through.
 Male: Thank you.
 Michelle: Hello, marketing. How can I help?
 Male: Could I speak to Jason Roberts, please?
 Michelle: Certainly. Who shall I say is calling?
 Male: My name’s Mike Andrews.
 Michelle: Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike
Andrews on the phone for you … Okay - I’ll put him through. Hang on a

13. EXERCISE
USE THE FOLLOWING WORDS TO COMPLETE THE EXERCISE:
speak, delivery / shipment, arrived, shipment / delivery, schedule, meet, busy,
staff meeting
Ms Anderson telephones Diamonds Galore to _____ with Mr. Franks.
Mr. Franks is not in the office, but Henry Smith, the secretary, speaks
to Ms Anderson about a _____ problem with some earrings. The
earrings have not yet _____ at Diamonds Galore. Ms Anderson tells
Peter that there was a problem with the _____ from France, but that
the earrings should arrive tomorrow morning.
Next, they _____ a meeting between Ms Anderson and Mr. Franks. Mr.
Franks is not able to _____ with Ms Anderson on Thursday because he
is _____. They finally decide on Friday morning at 10 o'clock after a
_____ that Mr Owen usually holds on Friday mornings.