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. 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. I'm afraid he/she's on the other line at the moment. please?" When you hang up you should say "Thank you for calling. . please? Checking the information:Could you spell that. but he/she's out of the office at the moment. please? Can I just check that again." (Be sure it was them who called you though!) Here is a whole section on answering the phone. please? Could you repeat that. please? Could you give me your name and number. I'm sorry. but the line's engaged at the moment.Explaining there's a problem:I'm sorry. I'm sorry. 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.

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

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

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

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

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

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

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

When you need to be transferred (connected) to another extension you'll often hear: "Connecting your call. 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. "May I speak to Rachel Smith." or "Please hold. you can say: "May I ask who's calling. "May I leave a message?" Be sure to leave your phone number if you want the person to return your call. you might hear only a brief.Another way to say this is I'll connect your call. could you please speak slowly?" Most people will appreciate your honesty and will be happy to oblige." Holding and transferring "Please hold" is telephone language for "just a moment". Leaving a message When the person you're calling isn't available. please?" Asking for someone / Making a request If you're calling to talk to a specific person. then phrase your request as a polite question. e. be honest. this is Peter Jones.. You can use it to organize your thoughts beforehand and as a reference if you get confused during the call.". Tell the speaker immediately: "My English isn't very strong. This is called a call back number. I'll transfer you. they'll ask: "Would you like to leave a message?" Or you can say. If you're talking to an operator. please hold!" before the operator switches over to another line.” If you call a business at a busy time. you've dialed the wrong number.g. Introductions Start any telephone conversation by introducing yourself: "Hello. Write out a brief outline of what you need to say. Use phrases like . You might use voicemail (a digital voice recording system) or an answering machine (a machine that records messages onto a tape). "Hello. You might hear this if you make a mistake and get through to the wrong person. then a statement works best: "I’m calling to make a reservation. it's helpful to prepare a script. Write it down If you're nervous about telephoning in English. be prepared to leave a message. Sorry. 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. Remember your manners It's very important to sound polite on the telephone..

Even if you're calling a business contact for a specific purpose. 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. If the situation is reversed. So what can I do for you? Interrupting without insult If you happen to be speaking with a very talkative person. 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. be sure to do it politely. and you'd like to interrupt. Sometimes it's easiest to just say you enjoyed speaking to the other person. if I may or Allow me to make a point. and you are waiting to find out why someone called you.. you may want to confirm any plans you've made: I'll see you on Friday.If you're looking for a challenging situation to practice your English. Greetings Every phone call should begin with a polite greeting such as.. and follow up with the details as you understand them.. just pick up the telephone. If someone is going on and on. let me make sure I've got things straight. . Getting to the point There always comes the point. For example. begin with I would like to say something here. and So. use the phrase I'm just calling to . Or. Never fear. you could just ask: May I interrupt you for a second? Confirming Action If you're making plans on the phone. For this situation. you can guide the conversation by saying. I'm just calling to see if you'd like to set up a meeting.. then. be sure to confirm the details toward the end of the call. to transition to the topic at hand. such as good luck on that interview or hope you feel better soon if it's appropriate. though! We've compiled some tips to guide you through an average telephone conversation in English. Begin with phrases like Please let me confirm. it'd be rude to jump right into business without a little small talk at the beginning. 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. however. Also. For example. Additionally. Hi. where you want to move on from friendly banter and get down to business. it's been a pleasure talking to you.. however. Closing the call Sometimes this can be the trickiest part of the conversation! It may be the time to offer some good wishes..

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

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

. 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.4. 6. "Jane and I went to the store" vs. 4 "Good morning wikiHow. Organizations adding this ability in will usually announce it AFTER they have installed and used it. Respondent: "and the company name?" Caller: "oh it's a personal call".. 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. 6 Always assume someone from your organization is listening in on the conversation. 8. thank you". 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. 7 Always ask before putting someone on hold.e. 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. and wait for a reply. Always remember to say "Jane and I" for your subject. Respondent: "OK let me try his line for you". Respondent: "Is Bill expecting your call?". 9. 9 Use correct grammar. "He talked to Jane and . If somebody asks if they can speak to someone specific. 5. and reserve "Jane and me" when you are the direct object (i. 7. John speaking". Caller: "No". 8 Check that the intended recipient is happy to take the call. Caller: "Can I speak to Bill?" Respondent: "Who's calling Please?" Caller: "Tom". Respondent: "Where are you calling from?" Caller: "England".

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

If you are taking down email addresses or telephone numbers always read these back.’yeah’ etc. Your poor colleague may well get a frosty . ‘mate ‘. or "Thank you".15. social media and live chat facilities all have their place. 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. Re-confirm any spellings that you are unsure of back to the caller. Keep it friendly but business-like. With this in mind. Speak clearly and use professional language – enunciate every word and avoid using ‘cheers’. but the telephone is still the preferred communication tool of choice for many when it comes to business. Answering the phone ‘with a smile on your face’ might sound cheesy but it really works. End your conversations with a sincere "Good-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. emails. It confirms where the caller is ringing without them having to check and sets the tone for a professional conversation. 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. Your caller takes priority. Nothing says unprofessional like leaving a caller hanging on a ringing line. Always mention your company name in your greeting. are half way through a complicated spreadsheet or half way out of the door on the way home. 15 Remember to close your conversation with a professional closing. here’s our tips on getting call answering right first time… The first one is probably the most obvious but answer the call quickly. You don’t want a red hot business lead in your hand that you can’t get back to. You are speaking to a business contact not your drinking pal. ‘uh-huh’. I can almost guarantee any subsequent emails to ‘Katy’ will put you on the back foot if you put ‘Dear Katie’. If possible give the caller an idea when they can expect a call back. When taking a message check the information you are noting. Warm and enthusiastic is suddenly the order of the day. 10 top tips for answering telephone calls professionally Web enquiries. Learn the phonetic alphabet and use it when you are confirming spellings back. It doesn’t matter if you are having a bad day.

You may well receive calls in the evening and over the weekend particularly if your callers are consumers.reception if they call back a day later and from the way you took the message the caller had expected a quicker response. A new customer will almost certainly call the next business in your industry that bothers to pick up. . Don’t put them off by letting the phone ring or using an impersonal answerphone. Have a professional call answering service in place for these people – your next big sale could come through when your office is closed. 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.

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