This document provides guidance on proper telephone etiquette and techniques for customer service representatives. It begins with objectives for a workshop on telephone skills, which are to greet people appropriately, introduce oneself and others, serve customers properly, use effective call greetings, employ good telephone techniques and manners, and be confident on the phone. It then gives suggestions for formal and polite speech on business calls. Guidelines are provided for greetings, introductions, taking messages, answering multiple lines, and closing calls. Sample conversations demonstrate proper interactions. Throughout, the document emphasizes speaking with a smile, courtesy, clarity and avoiding phrases like "I don't know." The overall message is to handle phone interactions professionally and helpfully.

1. WORKSHOP
PERSONAL SERVICE
By Samantha Albano

2. Let's Break the ICE!
Encontre alguém que:
● Já tenha estudado Inglês alguma vez
na vida.
● Tenha que usar Inglês no trabalho.
● Já tenha passado por uma situação
embaraçosa por não saber
falar outro idioma.
● Já saiu correndo para não
ter que atendr um estrangeiro.

3. Objectives
At the end of the Workshop, participants will be
able to:
● Greet people in a business like environment.
● Introduce themselves and others.
● Serve customers in an appropriate manner.
● Use effective call greetings as a caller and
receiver.
● Use good telephone techniques and telephone
manners.
● Be confident in your phone abilities.

4. Formal speech
Generally speaking, when you are at a business
context (making calls related to employment,
finances, law, health or applications of any sort, or
at a customer service), you should show
politeness by using words like:
could
would
can
may

5. Politeness
When making a request. When you ask for
something, or receive help or information, you
should use:
please
thank you
thank you very much.

6. Greetings
Formal greetings are more polite and also used if
you don't know the person.
● Good Morning
● Good Afternoon
● Good Evening
● How are you? - I am fine, thank you. And you?

7. Conversation 1
A – Good Morning Mr. Jones.
B – Good Morning Ms. Carolan
A – How are you?
B – I am fine, thank you. And you?
A – I am great, thank you.

8. Introducing yourself and other
people.
● To introduce yourself you can say:
I'm Jane Carolan Or My name is Jane Carolan
● To introduce other people you can say:
You: Linda I'd like to introduce you to my friend.
This is Jack Jones, from Ireland.
Linda: It is a pleasure to meet you / Nice to meet
you
Jack: Pleased to meet you, too / Nice to meet
you, too

9. Reception Desk Service
Receptionist: Good morning. Can I help you?
Visitor: Good morning. Yes, please. I'd like to see Mr. Jones.
Receptionist: What's your name?
Visitor:I'm Linda Carolan
Receptionist: Just a minute, please.
Or
I'm afraid he is not in at the moment.
Or
Do you have an appointment?
Visitor: Thank you.
Or
I'll wait / I'll come back another time / Can you take a
message?
Or
Yes, I do. / It's at 3 pm. / No, I don't

10. WORKSHOP
PHONE SERVICE

11. Before the workshop

12. After the workshop

13. Smile!
● Did you know people can hear you smile? It's
true. Let's try it:
● Say 'Good Morning' without a smile.
And now, with a smile.
● You'll notice that there is an inflection when you
smile and it gives your voice energy and cheery
tone, conveying friendliness to the person at the
other end of the line.

14. Tak with a smile in your voice
Be corteous
● Keep your voice in a corteous manner. Be kind,
polite, direct and enthusiastic.
● Don't speak too fast or too slow. Keep a good
pace.
● Don't yell or talk to others in the room while you
are on the phone.
● Don't eat, drink or chew gum.
● Always have pen and paper by the phone.

15. What would you do if you were
talking on the phone and another
line were ringing?

16. Answer promptly
● Answer before the third ring if at all possible.
● If you are talking on another line or to a person
at your desk, excuse yourself: May I place you
on hold for a moment, please?
Answer the phone, permit the caller to state his
purpose, them tell him you are on another line
and ask him if he can wait for a minute, or ask if
he'd like to leave a message.

17. What should you say when you
answer the phone?

18. Identify yourself
● When answering the main line or someone's
else's line, give the name of the company and
your name: “CNA, good morning, Darla
speaking.”
● When answering your own line you can give
your department name: “CNA, sales department,
Darla speaking.”

19. Taking Phone Messages
Include:
● Caller's name, phone and company if applicable.
If the caller doesn't identify himself ask politely
for his name: 'May I ask who's calling, please?'
or May I tell Mr. Johnson who is calling, please?
● Time and date of the call
● What the call is regarding to
● If a follow up or return call is needed

20. How to close the call?

21. Close the call correctly
● Make sure the caller has no more queries.
● Use 'Godbye, Thank you for calling' or some
other appropriate closing to indicate that the
conversation is ended.
● Let the caller put down the receiver first so they
don't feel you have cut them off

22. Conversation Techniques
● Assume and keep the initiative in conversations:
Caller: I'd like to talk with Mr. Johnson, please
Receiver: I'm afraid he is not in at the moment.
Can I take a message or May I help you?

23. Conversation Techniques
What you Mean Tell the caller
He/she is out He/she is not in the office at the
moment. Would you like to leave a
message?
I don't know where he/she is He/she has stepped out the office.
Would you like to leave a message?
He/she is in the bathroom He/she has stepped out the office.
Would you like to leave a message?
He/she has't come in yet I expect him/her shortly. Would you like
to leave a message?
He/she took the day off He/she is out of the office for the day.
Can someone else help you or would
you like to leave a message?
He/she doesn't want to be disturbed He/she is unavailable at the moment.
Would you like to leave a message?
He/she is busy He/she is unavailable at the moment.
Would you like to leave a message?

24. Commonly used phrases
Introduction / Making contact
● ‘Hello’
● ‘Good Morning’
● ‘Good Afternoon’
● ‘This is ___ speaking’
● ‘Could I speak to ___ please?’
● ‘I would like to speak to ___’
● ‘I’m trying to contact ___’

25. Commonly used phrases
Giving more information
● ‘I am calling from ___
● I’m calling on behalf of ___’

26. Commonly used phrases
Taking / Receiving a call
● ‘Hello, this is ___ speaking’
● ‘___ speaking, how may I help you?’

27. Commonly used phrases
Asking for more information / Making a request
● ‘May I ask who’s calling please?’
● ‘Can I ask whom I’m speaking to please?’
● ‘Where are you calling from?’
● ‘Is that definitely the right name/number?’
● ‘Could I speak to someone who ___?’
● ‘I would like to make a reservation please’
● ‘Could you put me through to extension number
___ please?’

28. Commonly used phrases
Asking the caller to wait / Transferring the call
● ‘Could you hold on a moment please’
● ‘Just a moment please’
● ‘Hold the line please’
● ‘I’ll just put you through’
● ‘I’ll just transfer you now’’

29. Commonly used phrases
Giving Negative Information
● ‘I’m afraid the line is busy at the moment’
● ‘That line is engaged at the moment, could you
call back later please?’
● ‘I’m afraid ___’s busy at the moment, can I take a
message?’
● ‘I’m sorry, he’s out of the office today’
● ‘You may have dialled the wrong number’
● ‘I’m afraid there’s no one here by that name’

30. Commonly used phrases
Telephone Problems
● ‘I’m afraid I can’t hear you very well’
● ‘Would you mind speaking up a bit please?’
● I’m afraid my English isn’t very good, could you
speak slowly please?’
● ‘Could you repeat that please?’

31. Commonly used phrases
Leaving / Taking a message
● ‘Can I take your name and number please?’
● ‘Can I leave a message please?’
● ‘Could you please ask ___ to call me back?’
● ‘Could you spell that for me please?’
● ‘Can I just check the spelling of that please?’

32. Commonly used phrases
Saying Goodbye
● ‘Thank you for calling’
● ‘Have a good day’
● ‘Goodbye’

33. Commonly used phrases
Telephone Problems
● ‘I’m afraid I can’t hear you very well’
● ‘Would you mind speaking up a bit please?’
● I’m afraid my English isn’t very good, could you
speak slowly please?’
● ‘Could you repeat that please?’

34. Commonly used phrasel verbs
● Hang on – wait
● Hold on – wait
● Hang up – finish the call
● Pick up – answer a call
● Put through and Get through – to be connected to
someone on the phone
● Call back and Get back to – return someone's call
● Cut off – to be disconnected during a phone call
● Speak up – to talk louder

35. Forbidden Phrases
● I don't know
That is a good question, let me find out for you.
Place the caller on hold or call him back later.
● Just a second
Give a more honest estimate of how long it would
take. It will take me about 15 minutes to get to the
staff room, would you mind waiting while I check
that for you?

36. Avoid Verbal Barriers to
Communication
● Hold on...
Do you mind waiting while I check that for you?
● You'll have to check with Mr. Johnson.
Mr. Johnson is handling that matter. Can I ask
him to get in touch with you? Or Would you like
to talk to him?

37. Dealing With Difficult Callers
● Listen without interrupting;
● Gather the facts and make note of them;
● Take their details so you can get back to them;
● Synpathize with them and offer to act as fast as
you can;
● Apologize if you made the mistake;
● Stay calm even though the caller is angry and
possibly abusive.

38. Key phrases to keep the caller cool!
● Hello, I am sorry to keep you waiting.
● Good Morning! Thank you for waiting.
● It was nice talking to you.
● Thank you. Is there anything else I can do for
you?
● Thank you for calling.
● You're welcome. I'd be happy to do that for you.

39. Conversation 1
A – CNA, good morning, Jeff speaking!
B – Good morning Jeff! Is Darla there, please?
A – I'm afraid she is not in at the moment. May I help you?
B – My name is Arthur and I'd like to know about my son's grade, could you please check that
for me?
A – Of course Sir. Could you tell me your son's full name?
B – It is Lucas Jhonson.
A – How do you spell your last name Sir.
B – It is J-H-O-N-S-O-N
A – Thank you Sir. Do you mind waiting while I check that for you?
B – I'll wait.
A – Hello Sir!
B – Hello.
A – Your son's grade is 99. He passed with distinction. Congratulations!
B – Thank you. Have a good day!
A – Thank you for calling!

40. Conversation 2
A – CNA, good morning, Jeff speaking!
B – Good morning Jeff! May I speak with Dan Brown, please?
A – I'm afraid he is not in at the moment. Would you like to leave him
a message?
B – Yes, please. Tell him that Ms. Sumathi needs to contact him.
A – Sure. I'll tell him. Does he have your phone number?
B – No, It is 1234-5678.
A – 1234-5678. Ok, I'll give him your message.
B – Thank you.
A – You're welcome. Is there anything else I can do for you?
B – No, that's all. Good bye.
A – Good Bye. Have a good day Ms Sumathi.

41. Conversation 3
A – CNA, good morning, Jeff speaking!
B – Good morning Jeff! May I speak with Mr. Da Vinci,
please?
A – May I ask who's calling, please?
B – This is Mr. Jackson.
A – Could you hold on a moment please?
B – Yes, thank you.
A – I'm afraid the line is busy at the moment. Would you like
to leave a message.
B – No, thank you. I'll call back later.
A – Thank you for calling.

42. Now it is your turn!
Let's make some phone
calls!!!

43. Thank you!