Telephoning Skills OUTGOING CALLS ? doc

Explaining the purpose of the call I’m calling to ask about .... I’m phoning to let you know the details of ..?. Confirming details Well, I look forward to meeting you next week, then?

Telephoning Skills

OUTGOING CALLS

? Greetings

Good morning / afternoon / evening

Hello (informal)

? Identifying yourself

My name is (first introduction)

This is Tommy here (second and subsequent introduction)

This is Tommy speaking

? Asking to speak to someone

Could I speak to , please?

Could you put me through to , please?

Could I have extension 9225, please?

I’d like to speak to , please

Leo Evans, please

May I speak to…?

? Giving further details

It’s in connection with

It’s about

? Explaining the purpose of the call

I’m calling to ask about

I’m phoning to let you know the details of

I’m ringing to tell you about

? Showing understanding

I see

I understand

Yes/ Right / Fine / Okay

? Making an appointment

Could we meet some time soon?

When could we meet?

When could I see you?

What time would suit you?

Would Friday at 10:30 suit you?

Would Friday at 10:30 be okay?

Can you manage Friday at 10:30?

? Leaving a message

Could you give him a message, please?

Could you ask him to call me (when he gets back)?

(Could you tell him) I’ll call back later

Could I leave a message?

Could you ask him to call me back?

I’ll try to call back after three

Do you know what time I can reach him?

? Confirming details

Well, I look forward to meeting you next week, then

Well, I look forward to receiving the contract by fax, then

Well, I look forward to hearing from you later today, then

? Thanking

Well, thank you very much for your help

Well, thanks for your information

I’m much obliged to you

I’m very grateful for your assistance (formal)

Well, thanks a lot (informal)

? Ending the call

It’s been good / nice talking to you

I’ve enjoyed talking to you

Sorry, I have to cut this short, but I have to go now

I’d better let you go now

I know you’re busy, so I’ll let you go

I look forward to seeing you

I look forward to hearing from you

I look forward to meeting you

See you soon (informal)

Speak to you soon (informal)

Goodbye / Bye

INCOMING CALLS

? Identifying yourself when you pick up the phone

Paul Anka

Paul Anka speaking

Hello, Coco-Cola Company

? Helping the caller

Can I help you?

Who would you like to speak to?

? Asking for the caller’s identification

Who’s speaking, please?

Who’s calling, please?

And who would like to speak to her, please?

And your name is?

Can I tell her who’s calling?

? Asking for further information

What’s it in connection with, please?

How do you spell that?

May I tell her what this is about?

Explaining that someone is not available

I’m afraid he is not available this morning

I’m afraid he is not available at the moment

I’m afraid he is out

I’m afraid he is in a meeting

I’m afraid he is with a client at the moment

I’m sorry, but he is on holiday

I’m sorry, but he is not in the office today

I’m sorry, but he is on the other line at present

I’m afraid his line’s engaged Do you want to hold?

Just a moment, I’ll connect you

One moment please

Please hold the line

Can you hold?

Would you like to wait?

I’m afraid you have the wrong number

? Alternative actions

Could you ring / call / phone back later?

Would you like to leave a message?

Can I take a message?

Could she call you back?

Does she have your number?

I’ll give her your message

Would you like to call back later?

Can I call you back later?

? Confirming information

Yes, that’s right

Yes, that’s correct

? Confirming arrangements

Yes, that suits me fine

Yes, that would be fine

Yes, that’s fine

? Declining arrangements and suggesting alternatives

I’m afraid I won’t be in the office on Friday

I’m sorry, but Friday / 10.30 doesn’t suit me at all

I’m afraid I can’t manage / make Friday / 10.30

Can you manage Friday at 10.30?

I could make it on Friday at 10.30

How about Friday / 10.30?

? Responding to thanks

Not at all

Don’t mention it

You’re welcome

? Ending the call

I’m really glad you called Let’s keep in touch

I look forward to seeing you

I look forward to hearing from you

See you soon (informal)

Speak to you (informal)

Thanks for calling

Goodbye / Bye