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Business Telephoning

This document provides guidance on proper telephone etiquette and expressions for making and receiving phone calls in a business context. It recommends speaking clearly with an engaging tone of voice and answering calls by the third ring. When greeting callers, identify yourself and be courteous when transferring or taking messages. Common phrases are presented for introducing oneself, asking the other party to call back, dealing with poor connections, and ending calls politely.

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209 views7 pages

Business Telephoning

This document provides guidance on proper telephone etiquette and expressions for making and receiving phone calls in a business context. It recommends speaking clearly with an engaging tone of voice and answering calls by the third ring. When greeting callers, identify yourself and be courteous when transferring or taking messages. Common phrases are presented for introducing oneself, asking the other party to call back, dealing with poor connections, and ending calls politely.

Uploaded by

Hyungjung
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
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Business Telephoning

Telephoning is an important part of doing business in English.

TELEPHONE ETIQUETTE

HOW TO SPEAK:
Speak with a elegant, vibrant voice. Smile with your voice!
Speak with a melodious rather than a monotone voice
Speak moderately loudly at a moderate pace – varying both for appropriate
emphasis.
HOW MANY RINGS TO ALLOW :
 Answer no later than the third ring
HOW TO GREET CUSTOMERS ON THE PHONE
Discontinue any other conversation or activity such as eating, chewing gum, typing,
etc that can be heard by the calling party.
Give your first and last name and identify your department.
 When transferring a call, be sure to explain to the caller that you are doing so and
where you are transferring them.
 If the caller has reached the wrong department, be courteous. If possible, attempt
to find out to whom they should speak. They will appreciate it.

 
Expressions for Making and Receiving Phone Calls:
Below are some expressions we use for making and receiving phone calls at
work. These phrases will help you prepare for telephone conversations in
English.

Making Phone Calls


Introducing yourself
-Good morning/afternoon/evening. This is Alleia at (company name)/ Alleia
from (department name). Could I speak to (person you’re calling for)?
-Good morning/afternoon/evening. This is Alleia at (company name)/Alleia
from (department name). I’m calling about/because…
When the person you want to speak to is unavailable
Can I leave a message for him/her?
Could you tell him/her that I called, please?
Could you ask him/her to call me back, please?
Okay, thanks. I’ll call back later.

 
Dealing with bad connections
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 Luna. How may I help you?
Good morning/afternoon, Company ABC. How may I help you?
Purchasing department, Luna speaking.   

Note: If we are taking an external call and talking to a customer, “How may I help
you?” is common. If we are taking an internal call, we normally do not say “How may
I help you?” For internal calls, saying your name and your department is usually
sufficient.

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.
 
Asking someone to wait on the line
Can I put you on hold for a minute?
Do you mind 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?
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, thanks for calling. Have a
great day.
Is there anything else I can do for you?…Okay, have a good day.

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