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Hello , this is XX speaking Thank you for calling XXX . Jody speaking. How can I help you?

If you want to introduce yourself in either a fomal or informal conversation, you can use the following phrases: - Hey Paul. It's Jane calling. (informal) - Hello, this is Julie Madison calling. - Hi, it's John from the dentist's office here. - This is she.* - Speaking.* *The person answering says this if the caller does not recognise their voice. If you want to ask to speak with someone, u can use the following phrases: - Is Fred in? (informal) - Is Jane there, please? (informal) - Can I talk to your sister? (informal) - May I speak with Mr. Green, please? - Would the doctor be in/available? If you want to take a message for someone, you can use the following phrases: - John's not in. Who's this? (informal) - I'm sorry, Lisa's not here at the moment. Can I ask who's calling? - I'm afraid he's stepped out. Would you like to leave a message? - He's on lunch right now.Who's calling please? - He's busy right now. Can you call again later? - I'll let him know you called. - I'll make sure she gets the message. If you want to leave a message with someone, you can use the following phrases: - Yes, can you tell him his wife called, please. - No, that's okay, I'll call back later. - Yes, it's James from CompInc. here. When do you expect her back in the office? - Thanks, could you ask him to call Brian when he gets in? - Do you have a pen handy. I don't think he has my number. - Thanks. My number is 222-3456, extension 12.

Telephone calls - Common English phrases.
Answering the phone:Good morning/afternoon XYZ Ltd. How can I help you? Connecting a caller:I'll put you through now. One moment please.

There's no reply. . Offering help:Would you like to hold? Is there anyone else who could help you? Can I take a message? Maybe I can help you? Offer a return call:Perhaps he/she can call you back? Could he/she call you back? Offering to take a message:Can I take a message for him/her? Would you like to leave a message? Asking for the caller's name and number:Could I have your name and number. please?" When you hang up you should say "Thank you for calling." (Be sure it was them who called you though!) Here is a whole section on answering the phone. please? Can I just check that again. please? Could you give me your name and number. I'm sorry. but the line's engaged at the moment. but he/she's out of the office at the moment. please?  When I receive a call do I have to say? Who is calling? or Who call? When I'm going to hang up the phone should I say? Thanks for called or Thanks for calling? When you answer a call and you want to know who is on the phone you should say "Who's calling.Explaining there's a problem:I'm sorry. please? Checking the information:Could you spell that. I'm sorry. please? Could you repeat that. I'm afraid he/she's on the other line at the moment.

Because when I hear a foreign accent I am nervous. Can you give some suggestions? Thanks! Nerves are a terrible thing. Goodbye. Ask your boss if he/she could allow you some intensive tuition. = Call me when 15 minutes has gone by. and I am not the person he or she wants to call. but at work you should be more polite. Do you? top I am a secretary in an office. This is (name of company). At work: I'm afraid you have the wrong number.  When I answer the phone. it is part of your job and therefore you have to overcome your nervousness. I mean the person has called the wrong number.) Call me after 15 minutes. just practising making and receiving calls.Informal Category: English on the phone 455 visitor(s) thought this was helpful. = Call me 15 minutes later. I know not all companies are happy to spend the money needed. Just learn them word for word until you feel comfortable with them. Category: English on the phone 483 visitor(s) thought this was helpful. Or I forget how to anwer them.Category: English on the phone 559 visitor(s) thought this was helpful. First I would advise you to learn some stock phrases. So sometimes I can't hear clearly what the caller says. Do you? top  What is the difference between "Call me in /after 15 minutes"? Call me in 15 minutes. I have a list of English telephone phrases here. The best thing of course is practise. I feel the same when I have to answer the phone in German! It's scary. Do you? top Can I say  1>may i know who is it speaking? You could say:"May I know who is speaking?" A native speaker would say:"May I ask who is speaking?" . However. I am very stressed.Formal (business) "Who is speaking please?" . Then what should I say to tell them that they called the wrong number? At home: I think you have the wrong number. Category: English on the phone 476 visitor(s) thought this was helpful. I always advise companies to build a small library of English resources and if you need any help in what to buy I would be happy to give you some tips. Even just buying a book on telephoning in English may help and could be used to benefit the whole company. one on one is best and by intensive I mean an hour a day for a week. but it never hurts to ask. I wouldn't give out too much personal information if you are at home. Do you? top  If I receive a call from a stranger. . (Thanks Sriva for pointing out my mistake.

Do you? top  A caller wants to speak to my colleague who is seated a short distance away.http://www."Am I speaking to Mr Jones?" Category: English on the phone 449 visitor(s) thought this was helpful. Category: English on the phone 394 visitor(s) thought this was helpful. I would say "I'll just pass you over to him/her.com/ I can't say whether they are any good or not. apologise and tell them. You could try the following sites:. Above all put your fear of talking English on the phone into perspective: it's not going to kill you. How do you call a phone call that was just intended to disturb you? The person found out your phone number and call you in order to swear at you or play jokes on you. I want somebody would talk to me on phone for 15-30 minutes daily. Do you? top  Am a house wife. If you are struggling.Failing that if you have made any e-pals ask them to meet you on Pal Talk or arrange an MSN meeting and practise the sorts of calls you have at work. Do you? top  what sentence will be used when i msg to my boss.gofluent. = quite a long time earlier. mr. Category: English on the phone 430 visitor(s) thought this was helpful. Do you? top . Instead of calling the colleague over to me I want to take the cellphone over to him. or Mr Harish called earlier. In the UK they may be considered a criminal offence under Section 127 of the Telecommunications Act 2003. I would say:. Take a deep breath before answering the phone. How do I convey this to the caller ? Hmm . Do you? top  Can I say: 1>is it peter speaking? (i say this when i make a call and i donot know who is speaking at the other end i am asking him) You could say:. We call it a nuisance call. harish called u somtime before It depends on how long ago Mr Harish called. you pretend to be you and your friend pretends to be a customer. please suggest me the site."Is that Peter?" More formally you could ask:." Category: English on the phone 364 visitor(s) thought this was helpful.com/ http://www.I want to improve my spoken english over phone. = a while ago. Most importantly remember to be friendly. Thanks a lot for your help. polite and charming to the people who call you. I hesitate to go to english learning school. honestly American English drives me nuts. or Mr Harish just called.Mr Harish called you a while ago.esljobfind. Category: English on the phone 443 visitor(s) thought this was helpful. Category: English on the phone 357 visitor(s) thought this was helpful. Do you? top  Dear Ellie. This is called role-playing.cellphone = mobile phone. When it's really nasty we call it a malicious call. = not long ago.

Do you? top  If I want to know what the calling is about. There is a site that offers telephone teaching. Ken speaking"."I'll give him your message. Do you? top  How can I answer a phone call? Is it only "Ken speaking" or can i say "Ken's speaking" or is "it's Ken's speaking" also correct? Thanks very much! You wouldn't say: "Ken's speaking" or is "it's Ken's speaking".30. So you could call them at 8. What sentence should I use when a caller asks me to tell my boss to return his call? I rewrote your question. I would suggest you join Skype (skype. Do you? top  Hi. Category: English on the phone 293 visitor(s) thought this was helpful. Call me after 15 minutes. so join the forum and I'll let you know exactly when. Let's say it's 8 o'clock now. :-b PalTalk is a very good (mostly free) site for practising your spoken English and you may find some people willing to do role plays with you. Do you? top . I should be back talking online by October. "Could I just check your phone number?" Category: English on the phone 385 visitor(s) thought this was helpful.http://www."Certainly. i just want to know the website where i can chat on phone in english or where i can improve my speaking english Well I would say mine. Category: English on the phone 328 visitor(s) thought this was helpful." or you could simply say:. No sooner. You could say:. I hope I understood it correctly. no later. Call me in 15 minutes." !Note . how should I ask other than "What is it regarding about?" "What is it regarding?" or "May I ask what you are calling about?" or "What does it concern. can you please explain eloborately.com/home. Do you? top  i want to improve my english over telephone.15. Do you? top  What is the difference between "Call me in /after 15 minutes"? The answer given looks same.Can u give the related links? I want to learn english as ESL.remember to make sure you have the correct phone number. but they're not free . :) Category: English on the phone 84 visitor(s) thought this was helpful.englishcalling.15 precisely.com). but at the moment I'm a bit busy. If you are at home it's fine to say say "Hi.I think i've enough english grammer knowledge but i do hasitate while speaking. please?" Category: English on the phone 291 visitor(s) thought this was helpful.html Good luck. :-) Category: English on the phone 368 visitor(s) thought this was helpful. means you want the person to call you at 8. means you want the person to call you some time after 8. There are lots of English teachers offering their services.

" is more formal."? Well I'd start with "Hello". :-) "My name is .. but it would be more natural to say "He's on another call". should I introduce myself by saying "My name is. "I'm sorry he's not here at the moment. Do you? top  How to answer the telephone on behalf of someone else who does not want to be disturbed.Is it correct to say. it's Sally".... There are more phone phrases here:http://www. "This is Sally...de/telephone/phonephrases.. "It's nice to talk with you Mr Sullivan. Do you? top  Hi! If we meet some new person in the real life we would say "nice to meet you Mr Sullivan!" or something like that. he's not free at the moment.htm Category: English on the phone 55 visitor(s) thought this was helpful. Do you? top . Yes. or more informally (when the person on the other end knows you." or "this is. Category: English on the phone 84 visitor(s) thought this was helpful. Category: English on the phone 71 visitor(s) thought this was helpful. "I'm sorry." Category: English on the phone 70 visitor(s) thought this was helpful. "Hi. may I take a message?" Or if you want the person to contact him directly you could say. When I formally talk to somebody I don't know on the phone. Do you? top  Is it correct to say." You could also say. then what is the appropriate phrase in BrE to tell him that I am happy to get acquainted with him or to know him? On the phone I would simply say." Category: English on the phone 56 visitor(s) thought this was helpful. "Is someone available?" Is it correct to say he is not available. he is talking on another phone ---------------------.de/telephone/phonephrases." and "I'm Sally. please take this number? It would be more polite to say something like.htm Category: English on the phone 59 visitor(s) thought this was helpful. "Sally speaking".. Do you? top  when we want to introduce ourselves on the phone what should we say?and what is the differences between "This is Sally. mr?" or "What is your name please?" and the person on the other side tells me his name.If a person makes a call and asks. http://www.. I would like to know if I ask somebody ON THE PHONE "May I know your name. but it would be more usual on the phone to say. but you can reach him on this number ... is someone available? is it correct to say he is not available." No difference in meaning.learnenglish.learnenglish. he is talking on another phone. please take this number ---------------------. You'd usually introduce yourself "I'm Sally" when you're face to face with someone. Do you? top  If a person makes a call and ask.

"Call me.I'm sorry. . What does she mean? Your answer was: you are always on the phone when she calls correct! This is 5 5. but you could say:.... What does she mean? Your answer was: wait just a moment This is correct! 4 4..."May I call you?" or "Can I ring you?" Category: English on the phone 9 visitor(s) thought this was helpful. "Try calling this number: .How to answer the phone when someone asks for someone who is unavailable? Please help. . the receptionist asks if you would like to "take a call"." or "Give me a ring. I'm sorry. When you make a phone call to one of your client's. There are some morecommon phone phrases here. Category: English on the phone 18 visitor(s) thought this was helpful..". I'm afraid he/she's on the other line at the moment.. When you call your bank's customer service hotline.do me a call when you want someone to call you or when you want to call someone ? -------------------. She tells you that every time she calls your phone she gets a "busy signal".I'm sorry.". you can replace the wrong number with the following number? You could say it. Do you? 1. . he / she is unavailable at the moment. Category: English on the phone 7 visitor(s) thought this was helpful. Do you? top  How to answer the phone when someone asks for someone which is unavailable? Please Help!! :) :) I will greatly appreciate it!! ----------------------.. but he/she's out of the office at the moment. I will greatly appreciate it.." When you want to call someone you could ask:. or simply "This is the correct number .. What is the polite way to ask for someone on the phone? Your answer was: "May I please speak to____?" This is correct! 2 2. but he / she can't come to the phone at the moment. you can replace the wrong number with the following number? ----------------. Just say. . You meet your friend for lunch one day.. do me a call when you want someone to call you or when you want to call someone? If you want someone to call you you can say:. the customer service representative tells you that he will need to "transfer" your call.On the phone can we say ." or "Phone me. At work. What does he mean? Your answer was: he is connecting you to someone else correct! 3 This is 3. It depends on why they're unavailable. on phone can we say . or if you want to be specific:.. his secretary tells you to "please hold". Do you? top  Is it wright to to use the word .Is it right to use the words. but it might confuse the caller. .

. I meet a lot of 'interesting' people.. Mommy loves her Coco . You hear on the news that a new law is going to punish "telemarketers". and their pets. Whoa. I meet a lot of 'interesting'' people. What are "telemarketers"? Your answer was: people who try to sell things over the phone correct! 9 9.JAMES: Yeah.. Coco loves mommy's hair. What does he like to do from work? Your answer was: make expensive calls to outside the local area is correct! 8 8. Wow! Look at your hair! In my job. What is a "collect call"? Your answer was: a phone survey This is incorrect! The correct answer is: a phone call for which you accept the charges 7 7. Wow! Look at your hair! MRS.. They buy presents forthem. In Britain. some people spend as muchmoney on their pets as others spen d on their children I know. you like it? It's as white as Coco's now .....JAMES: Isn't she beautiful? Isn't she beautiful? LEO: As beautiful as a princess . Miles. Yeah... At the end of a phone conversation you should _____ the phone. BRADY: . some people spend as much money on their pets as others spend on their children I know. Long time no see. Miles. They buy presents for them. boy! As beautiful as a princess . They take pictures with them! LEO: In my job. The person on the phone asks if you will accept a "collect call". One day you receive a phone call at home. you like it? It's as white as Coco's now .. Your answer was: "hang up" This is correct! EO: They say that a dog is a man's best friend. Yes shedoes! Mommy's as beautiful as C oco now.What does she mean? Your answer was: you have a message This is incorrect! The correct answer is: you have a phone call 6 6. They take pictures with them! They say that a dog is a man's best friend.. In Britain. Coco loves mommy's hair. They did her hair and nails yesterday. MRS... Long time no see. What does he want you to do? Your answer was: call his mobile phone 10 This is correct! This is This 10.. Your co-worker tells you that he likes to make "long-distance" phone calls from work.. Your friend tells you to call his "cell" to make plans for the evening. and their pets. They did her hairand nails yesterday. Yes she does! Mommy's as beautiful as Coco now. Whoa.. boy! MR... Mommy loves her Coco .

Miles. I'd like to speak to. We're both on a diet.. This means that the person is talking to someone else and the line is occupied. Who's calling please? This is a polite way to ask the name of the caller. I'm as hungry as a bear. Right. so improve your telephone tactics with these useful expressions.. We're both on a diet. Do you know how to make and receive telephone calls in English? Talking on the phone is more difficult than speaking face-to-face. Now we go for long walks. He's almost as big as me. you should check that the name is spelled correctly. . Could you spell your name please? When taking a message. See you later. LEO: See you later. I'm sorry. meaning This is Shirley speaking'. Would you mind holding? If the line is busy. I'll put you through to his office.He's almost as big as me. Miles. I'm as hungry as a bear. you should ask if the caller is willing to wait for a few moments. Speaking If you say "I'd like to speak to Shirley" and she is the one who answered the phone. Now we go forlong walks. she would reply"Speaking!". Use this phrase to give the name of the person you want to speak to. Would you like to leave a message? If the person you wish to speak to is unavailable. the line's busy. Right. the person answering the phone can offer to take a message (write down the message) for the caller. Extension number You can use the extension number to get through to individuals within a company.

Write out a brief outline of what you need to say. you might hear only a brief.". If you answer the phone and the caller fails to identify himself. Asking the speaker to slow down If you're not sure you'll understand everything in English.g. If you're talking to an operator. please?" Asking for someone / Making a request If you're calling to talk to a specific person. Use phrases like . Leaving a message When the person you're calling isn't available. "Hello. "May I leave a message?" Be sure to leave your phone number if you want the person to return your call." or "Please hold. it's helpful to prepare a script. could you please speak slowly?" Most people will appreciate your honesty and will be happy to oblige. then a statement works best: "I’m calling to make a reservation. they'll ask: "Would you like to leave a message?" Or you can say.." Holding and transferring "Please hold" is telephone language for "just a moment". then phrase your request as a polite question. When you need to be transferred (connected) to another extension you'll often hear: "Connecting your call. Write it down If you're nervous about telephoning in English. please hold!" before the operator switches over to another line.” If you call a business at a busy time. You might use voicemail (a digital voice recording system) or an answering machine (a machine that records messages onto a tape). please?" When you have an extension number but no name you can say:"Could I have extension number 635?" But if you're calling with a specific purpose. you can say: "May I ask who's calling. this is Peter Jones. You might hear this if you make a mistake and get through to the wrong person. "May I speak to Rachel Smith. Sorry. you've dialed the wrong number. Tell the speaker immediately: "My English isn't very strong. I'll transfer you.. be honest. be prepared to leave a message. e. Remember your manners It's very important to sound polite on the telephone. This is called a call back number. You can use it to organize your thoughts beforehand and as a reference if you get confused during the call.Another way to say this is I'll connect your call. Introductions Start any telephone conversation by introducing yourself: "Hello.

and So. Not being able to see the person you're talking to and the body language they're using can make chatting on the phone one of the most difficult forms of communication. begin with I would like to say something here. you can guide the conversation by saying. you could just ask: May I interrupt you for a second? Confirming Action If you're making plans on the phone.. Also. Hi. Never fear. . however... where you want to move on from friendly banter and get down to business. however. Sometimes it's easiest to just say you enjoyed speaking to the other person. such as good luck on that interview or hope you feel better soon if it's appropriate. it's been a pleasure talking to you. So what can I do for you? Interrupting without insult If you happen to be speaking with a very talkative person. I'm just calling to see if you'd like to set up a meeting. Getting to the point There always comes the point. Even if you're calling a business contact for a specific purpose. If the situation is reversed. you may want to confirm any plans you've made: I'll see you on Friday. then.. For example. let me make sure I've got things straight. For this situation. For example. Additionally. and you'd like to interrupt. be sure to confirm the details toward the end of the call. keep in mind that strategically saying the word well at the beginning of a sentence can indicate that you are ready to end the conversation: Well John. if I may or Allow me to make a point. to transition to the topic at hand. and you are waiting to find out why someone called you. Or... Begin with phrases like Please let me confirm.If you're looking for a challenging situation to practice your English. Closing the call Sometimes this can be the trickiest part of the conversation! It may be the time to offer some good wishes. it may be difficult to get a word in edgewise or contribute to the conversation. how've you been? or Nice to hear from you. though! We've compiled some tips to guide you through an average telephone conversation in English. use the phrase I'm just calling to . Greetings Every phone call should begin with a polite greeting such as. If someone is going on and on. just pick up the telephone. be sure to do it politely. it'd be rude to jump right into business without a little small talk at the beginning. and follow up with the details as you understand them.

„somebody just called me from this number‟. 2. you should look at it as an opportunity to promote your process serving business and interact with clients. Pay attention while you’re on the phone. if you are working with an individual who has never had papers served he or she may have questions about the process. Don‟t lose business because of poor phone skills.” 7. The call when you were smiling will sound generally more pleasant. This may be a law firm with 30 paralegals. 5. When someone else answers who did not place the call to you – this just begins an awkward conversation of „who are you and why did you call me?‟ between you both. It is safer for everyone on the road and allows you to give the caller your full attention. How may I help you?” Answering the phone this way only takes three seconds longer but allows the caller to learn three important things: who you are. As discussed in an earlier ServeReport article. 4. If you are driving to serve papers. “Hello”. and resist the urge to multitask. If you are out serving papers most of the day. An easy trick to sound pleasant over the phone is to smile while you are talking. If the caller left a message. don‟t. Your phone is your main source of communication with your clients. say something along the lines of. where you work. you give the person one the other end a chance to ask questions and be reassured that you are the best service provider. When you are answering the phone. If you tell someone you will return their call at a certain time. This may sound like common sense. Quite simply. Actively listen. By speaking slowly and clearly. they may have second thoughts when choosing who to trust to serve important documents. Don‟t believe it? Leave yourself two messages – one when you are smiling and one when you are not – then listen to the results. 6. If you do miss a call.com directory is that process servers aren‟t answering their phones during business hours. 3. be sure to listen to the message so you know who called and why they called. Answer Professionally. . be sure to call them back when you say you will. Instead of answering your phone. While you may be familiar with certain terms involving service of process. and that you want to help them. Extend phone etiquette to making calls. The person on the other end of the phone can tell if you sound distracted. Be courteous. ServeNow. Be pleasant. no matter how hard you try. “Don‟t call back the numbers missed on your call log and say. While it may be tempting to finish the task you were in the middle of when the phone rang. this is Katie. this is another way of competing on value instead of price.Be a Professional on the Phone When your phone rings. have your calls forwarded to your cell phone so you can answer them or consider hiring a secretary to answer calls while you are out of the office. and if a client can‟t rely on you to return a phone call. and many times how a client will make their first impression of you. answer your phone.com Brand Manager Mike MacDonald highlights the importance of this. return the missed call promptly. Speak slowly and clearly. saying. You can “hear” the smile over the phone. but one of the most frequent complaints we hear from people using the ServeNow. pull over and take the call. We understand that you cannot answer every single call. “ABC Process Service. all of them making calls out of that office throughout the day. there are many things to take into consideration: 1. Keep a notepad by the phone to jot down notes. Everyone is busy these days and answering the telephone promptly shows the person on the other end that you respect their time. No one likes to be kept waiting by the phone. Try to answer the phone by the 3rd ring.

www. 3 Identify yourself and the company you work for (if at work) as soon as you answer. Improves customer service. Ads by Google Telephone Voice Recording Records all phone calls. you can grow your business and retain repeat clients. especially if your company has a strict policy on receiving unsolicited calls. 3. No one likes to be forced to wait. people will be more likely to remember the pleasant experience they had working with your company. 2 Get ready to write! Prepare yourself with a pen and paper while taking a call so that you can note down the information of the customer.cogentph. By being polite and friendly over the phone. Steps 1.The biggest trick to good phone etiquette is to treat phone conversations as if they were happening face to face. For example. 1 Answer the phone in as few rings as possible. Taking control of the call from the beginning will let the caller know your a professional: For example: .com 2. say "Thank you for calling wikiHow. this is John speaking. By answering your phone professionally and courteously." Likewise you ask the caller who they are and where they are calling from if they don't offer those details to you.

"Jane and I went to the store" vs. and reserve "Jane and me" when you are the direct object (i. 6 Always assume someone from your organization is listening in on the conversation.4. if the caller gets irritated just explain: "thank you for your understanding I am sure you can appreciate we/I deal with a large number of calls by asking you these questions I can ensure your call is directed swiftly and correctly to the right person or department. 8 Check that the intended recipient is happy to take the call.. 5 By taking control of the call and asking 'the right' questions you have gathered as much information as possible before transfering a call and hopefuly illiminated the chance of an unsolicited call be put through but also you are able to supply 'Bill' with the information he needs before accepting the call. Always remember to say "Jane and I" for your subject. 8. 4 "Good morning wikiHow. Avoid opening your questions with "can I" or "would you mind if I" if you open with these you risk loosing control of the call the caller could easily say "yes I do mind" or "no you can't" so just ask direct questions be polite and remeber you are within your rights to ask questions. 9 Use correct grammar. 9. Respondent: "and the company name?" Caller: "oh it's a personal call".. John speaking". Organizations adding this ability in will usually announce it AFTER they have installed and used it. Caller: "No". 5. thank you". tell the caller that you will "try their line" before putting them on hold and checking that the recipient is a) available and b) ready to speak to them. Respondent: "Is Bill expecting your call?". Caller: "Can I speak to Bill?" Respondent: "Who's calling Please?" Caller: "Tom". "He talked to Jane and . Respondent: "OK let me try his line for you". and wait for a reply. Respondent: "Where are you calling from?" Caller: "England". 6.e. 7. If somebody asks if they can speak to someone specific. 7 Always ask before putting someone on hold.

If the customer gets upset and his tone changes to one of annoyance or anger. the recipient on the other end will receive your true intentions through the actual tone of voice you use during the call.: "I do not know where it is at. identify yourself first. "I can hear how frustrating this is for you. saying things like. Try to solve the problem within the call time . if possible. do not mirror him. and they placed little mirrors at each of the Agent's stations that said: "What you see is what they hear. Do not leave the word "at" dangling at the end of a sentence. and I'm so sorry for that" can go a long way toward soothing an irritated client. 14 When calling another person. Consider it and accept it or tell the customer why you cannot accept. say "This is Mary Hunter calling for Louis Meyer. smile when you speak on the phone! This point of smiling really hit home with the senior management of a call center. Having said this. For example.however not all the time. ask what he or she would like done. please. 12 Phone conversation lacks the obvious input of body language. gently explain the correct "truth". Offer alternatives. "the customer is always right" holds some truth . so that s/he feels you have really heard the complaint. When the customer is wrong. Maintain your pleasant tone! "Reflect" his or her feelings back. Ex." 13. 11 12." . is that you will never win an argument with a customer. If the customer is not satisfied. The one thing you can count on. whenever possible. It shows that you are a good listener and adds a personal touch "I'm sorry John." 10. but Mark isn't available at the moment.me"). Can I help you with anything or take a message?" 14. though. Your tone will say more than the actual words that come out of your mouth. in a positive manner. 11. 13 Use the caller's name. 10 That old adage.

Always mention your company name in your greeting. 10 top tips for answering telephone calls professionally Web enquiries. Your caller takes priority. I can almost guarantee any subsequent emails to ‘Katy’ will put you on the back foot if you put ‘Dear Katie’. here’s our tips on getting call answering right first time… The first one is probably the most obvious but answer the call quickly. 15 Remember to close your conversation with a professional closing. If possible give the caller an idea when they can expect a call back. but the telephone is still the preferred communication tool of choice for many when it comes to business. If you are taking down email addresses or telephone numbers always read these back.’yeah’ etc. Speak clearly and use professional language – enunciate every word and avoid using ‘cheers’. You don’t want a red hot business lead in your hand that you can’t get back to. Nothing says unprofessional like leaving a caller hanging on a ringing line. It confirms where the caller is ringing without them having to check and sets the tone for a professional conversation. ‘uh-huh’. With this in mind. ‘mate ‘. Warm and enthusiastic is suddenly the order of the day. It’s not difficult to pick up and N for November sounds so much better than ‘So that’s N for Noddy?’ Even if you have no idea what they are talking aboutremain positive and professional by using ‘let me find that out for you and come back to you’ rather than ‘I don’t know’ as it shows interest and a willingness to help. social media and live chat facilities all have their place. are half way through a complicated spreadsheet or half way out of the door on the way home. End your conversations with a sincere "Good-day". Answering the phone ‘with a smile on your face’ might sound cheesy but it really works. It doesn’t matter if you are having a bad day. Keep it friendly but business-like. They have made the move to call your business over the others listed on Google (and probably cost you a ‘click’ in the process!) so reward them by answering their call quickly.15. You are speaking to a business contact not your drinking pal. When taking a message check the information you are noting. Learn the phonetic alphabet and use it when you are confirming spellings back. Re-confirm any spellings that you are unsure of back to the caller. or "Thank you". If your colleague is in a meeting or out of the office for the afternoon explain it may be the following day that they get a response and check if someone else can help them. emails. Your poor colleague may well get a frosty .

If you have to put people on hold make sure you go back to update them every few seconds or so and remember to keep offering to have them called back Be aware your out of hours callers are just as importantas those who call within office hours. A new customer will almost certainly call the next business in your industry that bothers to pick up.reception if they call back a day later and from the way you took the message the caller had expected a quicker response. Have a professional call answering service in place for these people – your next big sale could come through when your office is closed. You may well receive calls in the evening and over the weekend particularly if your callers are consumers. Don’t put them off by letting the phone ring or using an impersonal answerphone. .

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