Examples of Greetings:

“Welcome to Lego Customer Service. My name is [INSERT NAME]. How can I help you?”
“Good afternoon! You’re through to John Lewis. My name is [INSERT NAME]. How may I help you
today?”
“Good afternoon. You’re speaking to [INSERT NAME]. How may I help you?”
“Good afternoon! Visit Wales, [INSERT NAME] speaking. How may I help you?” –
“Hi! You’re through to UCAS, how can I help you?”
“Hello, good afternoon. [INSERT NAME] from Autoglass speaking. How can I help?”
“British Airways! How can I help you?”
“Good afternoon! DW Sports Online, how can I help?”
“Good afternoon! You are through to Lidl customer service. Can I take your name please?”
“Good afternoon! Welcome to DFS customer service. My name is [INSERT NAME]. Just to let you
know our calls may be recorded.”
Hello, Acme, Inc. Shelly speaking. How can I help you today?

________________________________________________________________________________

Example Customer Service Conversation:

Caller (C): Yes, hello. I have a question about my bill.

CCR: It sounds as if you need the billing department. I’ll transfer you to that number. Here it is,
though, in case you get disconnected.

C: Really. You have to transfer me? I’ve been on hold for the last 30 minutes. I followed all of your
prompts to talk to you and now you’re telling me that you won’t help me?

CCR: I understand how frustrating that can be—let’s see how we can work this out. We can work
together to answer your questions, but only if we can discuss the matter calmly.

C: Of course. I’m sorry. It’s not your fault that I have this problem. Thank you for working with me. You
see, here’s what happened…

CCR: I see. I’m going to have to consult with a colleague. I’ll be back with you soon—in 2 or 3
minutes max.

C: Okay. Thank you.

_________________________________________________________________________________

Phrases for Dealing with an Angry Customer:

1. I understand that this has been inconvenient for you.

2. What I can do right away is…
3. I apologize for the inconvenience, and I assure you I’ll do everything I can to help you.
4. I understand how frustrating that can be—let’s see how we can work this out…
5. I appreciate your patience in this matter.
6. I’m going to do everything I can to get this resolved as soon as possible.

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5.1 Oil and Gas Terms:

https://www.croftsystems.net/oil-gas-blog/oil-and-gas-most-common-terms

Reporting a gas leak: https://www.npower.com/faq/374

https://www.epa.gov/emergency-response/what-information-needed-when-reporting-oil-spill-or-
hazardous-substance-release

5.2 Aviation

https://www.youtube.com/watch?v=-j3LsagI7Ko
https://www.youtube.com/watch?v=KcEjrm5DgAM

5.2.2 Air Traffic Controller / Pilot conversations:

https://www.youtube.com/watch?v=K1hlp0DCE_8
https://www.youtube.com/watch?v=WL8r24EJJ8E
https://aerosavvy.com/stuff-pilots-say/
https://www.aopa.org/training-and-safety/students/presolo/special/new-pilots-guide-to-atc-
communication

Example transcript of the communications for a typical airline flight written by a pilot:

1. Clearance Delivery: Pilots get their IFR (instrument flying) clearance here as a first step.
"Oakland clearance, United one three five ready to copy IFR Portland."
United 135 has a pen and paper ready to take down the details of their clearance.
"United one three five, cleared to Portland via radar vectors to Scaggs Island then as filed. Fly runway
heading. Climb and maintain six thousand feet; expect one five thousand fifteen minutes after
departure. Departure on 120.9, squawk 0351."
Clearance is telling United 135 that after takeoff they should fly runway heading and climb to 6,000
feet. Then ATC will vector them to the Scagg's Island fix, and from there they will pick up their filed
flight route. After takeoff they should contact departure control on 120.9 MHz. The squawk is a
transponder code; the number you enter into the transponder appears on ATC's radar screen, so they
know which blip is which plane.
"Cleared Portland via vectors to Scaggs then as filed, fly runway heading, up to six thousand feet,
departure 120.9, squawk 0351, United 135."
Pilots always read back instructions given to them for confirmation.
2. ATIS: This is the automated weather broadcast. Pilots tune in and listen to get the latest weather.
"Oakland automated airport information sierra, 0115Z. Winds 280 at 10. Visibility 6 miles. Few clouds
at 6,000 feet. Temperature 15, dewpoint 10. Altimeter 29.90. Landing and departing runway 29.
Taxiway sierra closed. Ground hold in effect for aircraft departing Los Angeles, Las Vegas, and San
Diego. All aircraft read back hold short instructions. Caution: birds near airport. Advise on initial
contact you have information sierra."
The pilot now has weather information S (sierra). Every hour new weather information is broadcast
and the letter changes. This way controllers know if the pilot has the latest weather.
At 01:15 Greenwich mean time, at Oakland, winds were out of 280 degrees for 10 knots. Temperature
was 15 degrees C, dew point 10 degrees C. Barometric pressure was 29.9 inHg. There were some
minor taxiway closures, and departures to some airports were delayed for traffic congestion purposes.
2. Pushback, etc.: At big airports, pilots contact other frequencies to get their pushback clearance,
start clearance, etc. We'll skip over these.
3. Ground: Once the airplane is ready to taxi, and is released (no longer being ground-held for traffic
abatement), the pilot contacts ground control and gets clearance to taxi to the runway.
"Oakland ground, United one three five ready to taxi IFR, with sierra."
United 135 is letting ground know they have the latest weather information."United one three five,
follow the company Airbus onto taxiway uniform, then whiskey to two niner."
United 135 has been instructed to follow another United Airbus (another type of aircraft) onto taxiway
U, then turn onto taxiway W, then stop at runway 29. All taxiway names are a letter, or a letter and a
number (like A3).
"Follow the company airbus to uniform, then whiskey two-niner, United 135."
4. Tower: Once holding short and ready for takeoff, the next step is to ask tower for permission to
enter the runway and takeoff.
"Oakland tower, United one three five ready for takeoff IFR, runway two-niner."
"United one three five, winds two eight zero at eleven, cleared for takeoff."
Tower is letting the pilot know that the winds are out of 280 degrees and blowing at 11 knots, and that
the pilot is cleared to takeoff.
"Cleared for takeoff runway two-niner, United 135."
5. Departure: Now that the airplane is off the ground, the next step is to contact departure control to
be sequenced out of the busy airport airspace. This starts with a check-in.
"NorCal departure, United one three five, one thousand climbing six thousand."
A check-in always has you state your current altitude and, if you are climbing or descending, the
altitude you are going to.
"United 135, NorCal, radar contact."
At some point, departure will give them clearance to go to their cruising altitude.
"United 135, climb and maintain one five thousand."
"Up to one five thousand, United 135."
6. Center: Once the airplane is free of departure's airspace, Departure clears them to contact the
center controller. There is a center controller for every major area of the United States. They handle
airplanes cruising at high altitudes.
"United 135, contact Oakland Center on 127.8."
"127.8 for United 135, good day."
[United 135 switches frequencies.]
"Oakland Center, United 135, level one five thousand."
"Oakland Center, roger, altimeter 30.15."
Center will give pilots periodic updates to the barometric pressure so they can set their altimeters to
read the correct altitude.
At some point, United 135 will move from Oakland Center's airspace to that of Seattle Center.
"United 135, contact Seattle Center on 127.6, good day."
"127.6 for United 135, good day."
[frequency switch]
"Seattle Center, United 135, level one five thousand."
"United 135, roger."
7. Approach: As the aircraft nears its destination, it will be handed off to approach control (which is
really the same as departure control). Approach control will inform the aircraft as to how it will be
landing at the airport and will get them in a position to perform the landing.
"United 135, contact Portland approach on 118.1."
"Going to 118.1, United 135, good evening."
[switch!]
"Portland approach, United 135, level fifteen thousand."
"United 135, Portland approach, turn left heading three two zero, descend and maintain nine
thousand."
Portland is getting United 135 into position for the approach to the airport.
"Left to three two zero, down to nine thousand, United 135."
"United 135, turn right heading zero six zero, descend and maintain five thousand, slow to two two
zero knots."
"Right to 060, down to 5,000, slowing to 220 knots, United 135."
"United 135, intercept the localizer runway two eight right, cleared ILS two eight right."
"Cleared ILS two eight right, United 135."
United 135 has been cleared for the ILS (instrument landing system) approach into runway 28R. They
will line up with 28R and then use their ILS receiver to stay on the runway approach path. They don't
need to see the runway to accomplish this; the ILS receiver will give them steering guidance.
"United 135, contact Portland Tower 118.7."
"Going to 118.7, United 135."
8. Tower: Tower gives the airplane the final clearance to land.
"Portland Tower, United 135 with you on the localizer two eight right."
"United 135, roger, cleared to land two eight right."
"Cleared to land two eight right, United 135."
9. Ground: After landing and exiting the runway, the pilot tunes ground control for clearance to taxi to
the gate.
"Portland Ground, United 135 off runway 28R at alpha six."
"United 135, taxi straight ahead to gate charlie five."
"Straight ahead to charlie five, United 135."
10. Ground crew, engineer, etc.: After this there is some chatting with the ground crew to get the
airplane secured, and get the jetway up to the plane, etc.

________________________________________________________________________________

Air Traffic Controller Phraseology terms and their meaning:

ACKNOWLEDGE
Let me know if you have received and understood this message
AFFIRMATIVE
Yes, that’s right or permission granted
DISREGARD
Ignore
APPROVED
Permission granted for proposed action
CLEARED
Permission to proceed under conditions specified
CANCEL
Annul the previously transmitted clearance
READ BACK
Repeat all, or the specified part, of this message back to me exactly as received
HOW DO YOU READ
What is the readability of my transmission
CONFIRM
I request verification of: (clearance, instruction, action, information)
Used alone, repeat, I didn’t understand you, I didn’t hear you
CHECK
Examine a system or procedure
(It mustn’t be used in any other context) (An answer isn’t usually waited for)
CONTACT
Change frequency or establish communications with…
CORRECT
True or accurate. That’s right
CORRECTION
An error has been made in this transmission (or message indicated). The correct version is…
SPELL
Spell portion indicated phonetically
WORDS TWICE
As a request: Communication is difficult, please send every word or group of words twice
As information: As communication is difficult, each word or group of words in this message will be
sent twice
MONITOR
Listen out on… (frequency)
Tune in frequency and await call…
STANDBY
Wait and I will call you
SPEAK SLOWER
Reduce your rate of speech
IMMEDIATELY
Must only be used when immediate measures are required for security reasons.
UNABLE
I cannot comply with your request, instruction or clearance (normally followed by a reason)
MAINTAIN
Continue in accordance with the condition(s) specified or in its literal sense, Maintain VFR
NEGATIVE
No or permission not granted or that is incorrect or not capable
REPORT
Pass me the following information…
RECLEARED
A change has been made to your last clearance and this new clearance supersedes your previous
clearance or part thereof
GO AHEAD
Proceed with your message or I hear you, you may continue with your broadcast or request
ROGER
I have received all of your last transmission
SAY AGAIN
Repeat all, or the following part, of your last transmission
I REPEAT
I repeat for clarity or emphasis
REQUEST
I would like to know… or I would like to obtain…
VERIFY
Verify and confirm entire message with the originator…

5.3 Real Estate Agent Conversation:

https://englishclassviaskype.com/blog/how-to-learn-english/english-for-real-estate/

_________________________________________________________________________________

5.4 Agriculture terms

https://www.macmillandictionary.com/thesaurus-category/british/general-words-for-farming-and-
types-of-farming

_________________________________________________________________________________

5.5 Travel Agent Conversation:

http://gf2tsto.doomby.com/-meta-name-google-site-verification-content-
1tg9nphycrrwqgfcmnlty5mdhzxk40io9ehfooiylsa-/at-the-travel-agency/travel-agent/conversation-
between-travel-agency-and-customer-for-booking-ticket.html

https://www.eslfast.com/robot/topics/travel/travel01.htm

https://peptalkindia.com/conversation-between-travel-agent-and-customer/

5.7 Banking

https://www.excellentesl4u.com/esl-banking-conversations.html