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Making and Receiving Phone Calls: Efoc I Irma Manda Negara, M.PD

This document provides guidance on making and receiving phone calls in a business context. It offers suggestions for introducing oneself when making calls, what to say when the person you want to speak to is unavailable, and how to deal with issues like bad connections. It also offers guidance on answering phones professionally, getting caller information, putting callers on hold, taking messages, and ending calls politely. Sample phone call dialogues demonstrate these techniques in practice.

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hesty
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193 views18 pages

Making and Receiving Phone Calls: Efoc I Irma Manda Negara, M.PD

This document provides guidance on making and receiving phone calls in a business context. It offers suggestions for introducing oneself when making calls, what to say when the person you want to speak to is unavailable, and how to deal with issues like bad connections. It also offers guidance on answering phones professionally, getting caller information, putting callers on hold, taking messages, and ending calls politely. Sample phone call dialogues demonstrate these techniques in practice.

Uploaded by

hesty
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 18

MAKING AND RECEIVING

PHONE CALLS
EFOC I
Irma Manda Negara, M.Pd
MAKING PHONE CALLS

INTRODUCING YOURSELF

• Good morning/afternoon/evening. This is Mike at (company name) /


Mike from (department name). Could i speak to (person you’re
calling for)
• Good morning/afternoon/evening. This is Mike at (company name) /
Mike from (department name). I’m calling about/because ......
MAKING PHONE CALLS

When The Person you want to speak to is unavailable

• Can i leave a message for him/her?


• could you tell hi/her that i called, please?
• Could you ask him/her to call me back, please?
• Okay, thanks. I’ll call back later.
MAKING PHONE CALLS

Dealing with bad connection

• I think we have a bad connection. Can i call you back?


• I’m sorry, we have a bad connection. Could you speak a little louder,
please?
• I’m sorry, could you repeat that please?

Ending the call

• Thank you very much. Have a good day.


• Thanks for your help. Have a good day.
RECEIVING PHONE CALLS

Answering the phone

• Company ABC, this is Mike. How may i help you?


• Good morning/afternoon, Company ABC. How may i help you?
• Purchasing department, frank speaking.
Note :
• If we are taking an external call and talking customer, “How may i
help you?” is common.
• If we are taking an internal call, we normally do not to say “How
may i help you?” For internal calls, saying your name and your
department is usually sufficient.
RECEIVING PHONE CALLS
Getting the name of the caller if he/she doesn’t
give it to you

• May i have your name please?


• Who am i speaking with?
• May i ask who’s calling?

Responding to a caller’s request

• Sure, let me check on that


• Let me see if she’s available
• Sure, one moment please
RECEIVING PHONE CALLS

Asking someone to wait on the line

• Can i put you on hold for a minute?


• Do you mid holding while i check on that? (or “handle that for you
“, “check to see if he’s available”, etc)

Taking a Message

• He’s/She’s not available at the moment. Would you like to leave a


message?
• He’s / She’s out of the office right now. Can i take a message?
RECEIVING PHONE CALLS

Dealing with bad connections/wrong numbers

• I’m sorry, we have a bad connection. Could you give me your


number and i’ll call you right back?
• I think we have a bad connection. Could you speak a little louder,
please ?
• I’m sorry, could you repeat that?
• I’m sorry, you have the wrong number.
RECEIVING PHONE CALLS
Dealing with bad connections/wrong numbers

• I’m sorry, we have a bad connection. Could you give me your


number and i’ll call you right back?
• I think we have a bad connection. Could you speak a little louder,
please ?
• I’m sorry, could you repeat that?
• I’m sorry, you have the wrong number.

Ending the call

• Is there anything else i can help you with?....okay, thank’s for


calling. Have a great day.
• Is there anything else i can do for you?.....okay, have a good day.
Some Useful Expressions

Ask for Repetition


• Sorry, I didn’t catch (your name / your number /
your company, etc.)
• Sorry, could you repeat that?
• Could you spell (that / your name), please?
• I’m sorry, please speak more slowly.
• Sorry, I didn’t understand.
• Sorry, I didn’t hear you.
• What did you say?
Some Useful Expressions
Leaving a message
• Can I give him a message?
• Can I leave him a message?
• Could you give him a message?
• Could you ask him to ring / call me back?
• Could you tell him I’ll call again after lunch?
• Please tell him ….
• Please ask him to ring me later.

Taking a message
• Can I take a message?
• Would you like to leave a message?
• Shall I ask him to call you back?
• Would you like him to call back? / Does he have your number?
• I’ll call back later.
Sample Dialogues
Situation 1: A receptionist (operator) answers and
directs telephone calls.
• R: Good morning. Allan Designs. How may I direct your
call?
• J: Can I speak to Mr. Martin Allan, please.
• R: Surely…Just a moment. (the telephone rings several
times but remains unanswered)
• R: I’m sorry. No one is answering. Would you like to
leave a message?
• J: Certainly.
• R: I’ll connect you to Martin Allan’s voicemail.
• J: Thank you.
Sample Dialogues
Situation 2: Asking for information thru a call .
• J: Hello, can I speak to Mr. Marley, please?
• M: Speaking.
• J: Hello, this is Johnny Lin from FJU. I’m calling about
the workshop next month. Is it possible to send me
some information?
• M: Yes, Of course. Could you give me your email
address, please.
• J: It’s 028257@mail.fju.edu.tw
• M: Could you repeat that, please?
Sample Dialogues
Situation 3: A receptionist at Buick China connects the
caller who thinks he has directly dialed a friend
within a company.
• R: Buick China, What can I do for you?
• C: Is this Sandy?
• R: No, This is the receptionist.
• C: Oh! Do you know if Sandy is available?
• R: One moment, please. I’ll check. If Sandy isn’t in her
voicemail, service will come on to this line
automatically so that she may return your call.
Sample Dialogues
Situation 4: A secretary answers but Dan has left for lunch.

• S: Plastic Flowers, Dan Jackson’s office. May I help you?


• J.F.:Is Dan in?
• S: Who should I say is calling?
• J.F.:Julia Frost. This is an international call from Taipei.
• S: Just a moment. I’ll put you through. (I’ll connect you
now.)
• S: Sorry, He’s just left for lunch. May I take a message?
• J.F.: Yes, Can you tell her that Julia Frost from China
Communications called.
• S: Okay. Ms. Julia Frost called. I’ll make sure he gets
your message. Goodbye.
Sample Dialogues
Situation 5: Sally returns a call.
• S: This is Sally Wang. My secretary said you called, so I’m
returning your call. Is this a good time to talk?
• F: Thanks for getting back to me so soon. What I wanted to
talk about was to check and see if our meeting with new clients
has been arranged.
• S: Yes, it has been scheduled on Nov. 9.
• F: Great! I’ll check the detailed information later.
• S: If you like, I can go over the agreement with you now. Do
you have a few minutes to talk about this now?
• F: Actually I was just on my way to a meeting. Is it alright if I
call you back in an hour?
• S: Sure. Talk to you later.
• F: Thanks. Bye.
Practice the calls…
Choose one of the following situations to make a
telephone conversation with your partner. Practice
and record your dialogue.

1. Ring a company to ask for product details or


prices.
2. Ring a hotel to book a weekend
accommodation.
3. Ring a travel agent to ask about travel
information you would like to know.

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