Chapter 6:

Making Appointment & Reservation by Phone

‘HOW TO MAKE APPOINTMENT BY PHONE’
What we're going to learn today:
1. How to make and receive calls in making an appointment in English
2. Listen and imitate the conversation to make and receive calls in making appointments
3. Practice role-playing of the phone and take calls in making appointments

Okay are you ready? Let's start it now.

Have you ever made a phone call? Of course, I'm sure you have made phone calls several times
perhaps everyday. Telephone has become familiar among us. Mobile phones have become part
of our lives and what about having an appointment? Have you ever made an appointment? To
meet a friend maybe. To see a dentist perhaps?
Definition of 'appointment' and its function
What's the point of making an appointment? Especially in English?
As we know that the present era is a global era where activities can be on a global scale.
We can connect with anyone from all over the world and English is one of the communication
tools. For example It is possible to make a business appointment, make an appointment to
discuss scholarships abroad with the university, make an appointment with a doctor or medical
personnel when we need it. The telephone is one of the media that we can use. By calling ahead,
we can confirm when and where the appointment can take place.
The word appointment in Bahasa Indonesia can be interpreted as 'promise' - make
appointment means to make a promise. Arrange to meet someone at a specific time and place.
Synonyms for appointment are: meeting, engagement or arrangement

ap • point • ment: / əˈpointmənt /

(noun) an arrangement to meet someone at a particular time and place.
- For business
- See the doctor or dentist
Example: "The customer made an appointment with my receptionist"
synonyms: meeting, engagement, interview, arrangement;

Let's now learn how to make and receive calls in English to make an appointment.
How to Make an Appointment Over the Phone
1. Greet politely and Introduce yourself
Greet the other person in a friendly and polite manner. Common words used when greeting over
the phone are for example: 'Hello'
When we call a doctor's office or clinic, we use more formal language. Usually the one who
receives our calls is the secretary or receptionist. So after saying hello, introduce who you are
and why you are calling.
E.g.:
Good morning.
“This is Rose calling. I'd like to make an appointment to see Mr. John.”
Some office receptionists may ask further reasons for your need to make an appointment. You
may hear questions like the following:

 Can you tell me what is it about?

 Can you tell me what it's regarding?

You can answer with a concise and clear reason. For example:

 Yes, it's about the new marketing strategy.

 Yes, it's about the advertising campaign

If you are answered directly by the person concerned, not through the receptionist, you can
immediately reveal it as follows:
Hi / Hello / Good afternoon. It's Rose. Can we meet to talk about (insert your clear reason why
you call the person here)
2. Suggest the time and place
If the answer is through the receptionist. you will hear phrases like:

 Ok. Let me take a look in his diary.

 I can fit you in next Friday.
 I can fit you in tomorrow evening.
  Oh. His diary in full until next Monday.
 I can’t fit you in until next Friday.

And you can answer like this:
Reply:
Agreeing on a date

 "Yes, Thursday is fine."

 "Thursday suits me."
 "Thursday would be perfect."
 "That suits me well."
 "That’s fine. What sort of time?"

Suggesting a different date

 "I'm afraid I can't on the 3rd. What about the 6th?"

 "I'm sorry, I won't be able to make it on Monday. Could we meet on Tuesday instead?"
 "Ah, Wednesday is going to be a little difficult. I'd much prefer Friday, if that's alright
with you."
 "I really don't think I can on the 17th. Can we meet up on the 19th?"

If you are talking directly to the person concerned, that person can ask:

 Sure! When suits you?

 Sure! When would you like to meet?

And here are some phrases for making suggestions.

Suggest the time or the place:
Making suggestions

 What about next Monday? At your office?

 How about next Monday?
 How does next Monday sound?
 Are you available next Monday?
 Would you be available next Monday?
 Would Monday morning suit you?
 Would Monday morning be convenient?
The next step on the phone to make an appointment is "Check and Confirm".
3. Check and confirm
Before ending the call, you should double check about the appointment that has been agreed
upon and confirm it. The goal is to make both parties feel secure and remember the dates and
appointments that have been set.
Frequently used phrases are:

 Ok. So that’s Monday at 4 pm.

 Shall we meet in the boardroom?
 Shall I come to your office?
 Thanks see you then.

So, there are some of the basic ways to make an appointment by telephone. Those are some
English phrases that you can use. Now, let's practice. Let's get some practices!
Listening and Role Playing Exercises
To recall some of the ways and phrases we have learned above. Let's practice the
following sample conversation. Pay attention and note what phrases are used in the dialogue that
is being played. This dialogue is taken from the BBC Learning English podcast.
This dialogue takes place during a telephone conversation between Peter and Michelle.
Peter wants to make an appointment with Michelle's boss, namely Mr. Hibberd. Can you notice
when and where the meeting will be held? Okay, listen carefully:
LC transcript:
Michelle: Mr. Hibberd's office!
Peter: Hello, can I speak to Brian Hibberd, please?
Michelle: I'm afraid he's in a meeting until lunchtime. Can I take a message?
Peter: Well, I'd like to arrange an appointment to see him, please. It's Peter Jefferson here.
Michelle: Could you hold on for a minute, Mr. Jefferson. I'll just look in the diary. So when's
convenient for you?
Peter: Sometime next week if possible. I gather he's away the following week.
Michelle: Yes, that's right, he's on holiday for a fortnight.
Peter: Well, I need to see him before he goes away. So would next Wednesday be okay?
Michelle: Wednesday. let me see. he's out of the office all morning. But he's free in the
afternoon, after about three.
Peter: Three o'clock is difficult. But I could make it after four.
Michelle: So shall we say 4.15 next Wednesday, in Mr Hibberd's office?
Peter: Yes, that sounds fine. Thanks very much.
Michelle: Okay, then. Bye.

RESERVATION
Reserve or to reserve (verb) means ordering a good or service for example at a hotel,
restaurant or travel agent. By making a reservation, our arrangements for the service will be
more certain for a certain time in the future.
A reservation (noun; booked) is an arrangement that you make with a restaurant, hotel, or travel
agent so they hold a table, a room or a seat for use at a certain time in the future.
Practice the following dialogue with your friend.Try to practice, practice the following dialogue
with your friends. Then answer the questions below.
Receptionist: Hello, This is Millennium Cafe. What may I assist you with?
Caller: Hi, my name is Nicole. I'd like to reserve a table of four people, today at 5 PM.
Receptionist: Sorry, Ma'am. The reservations for today are full. You can reserve for tomorrow.
Caller: Oh, I know, I'm reserving at a very short notice (suddenly) can you please try to arrange
something. It's my husband's birthday.
Receptionist: It's impossible right now at this restaurant, but you can try Big Cafe at the South
Street. They will have a place and they are equally good.
Caller: Is that so? I think I'll do that. Thank you for your suggestion.
Receptionist: You're welcome, Ma'am
Questions :
1. Who are the persons in the dialogue?
2. Why did the caller ring the cafe?
3. Can the caller book the table? why?
Yes, it is true that the dialogue above is intended to order services at a cafe called Millennium
Cafe.
The woman booked a table for four at five in the afternoon. She wanted to hold a celebration for
her husband's birthday. It's just that because he ordered with a short notice, he did not get the
desired service because the cafe was fully booked on that day and hour.

Now consider an example of the following dialog again.

Receptionist: Hits Hotel. Jason's speaking. What may I assist you with?
Guest : Hello, I’m Jack Nickolson. Have you got rooms for a family of four for tomorrow
night?
Receptionist: We have two twin rooms. Is that all right?
Guest : Yes, that’s fine. How much is bed with breakfast, please?
Receptionist: Eight hundred fifty thousand rupiahs per room, per night per room.
Guest : Good, I’ll take that room.
Receptionist: Would you repeat your name, please?
Guest : Jack Nickolson.
Receptionist: Pardon? Could you spell that , please?
Guest :J–A–C–K–N–I–C–K–O–L–S–O–N
Receptionist: Thank you for your choice to stay in The Hits Hotel.
Guest : You’re welcome.

How do you know the answer? Yes, that's right, caller Jack Nickolson intends to order room
service at Hits Hotel for his family of four tomorrow night.
Repeat the following phrases that you can use to make a reservation.
Medical Clinic, Janette's speaking. Good morning.
= Medical Clinic, Bersama Jannete disini yang sedang berbicara. Selamat pagi.
What may I assist you with? / How may I help you?
= apa yang dapat saya lakukan untuk membantu anda?
I'd like to book a ticket
= saya ingin memesan sebuah tiket.
Can I book a seat on tomorrow's flight?
= Bisakan saya memesan sebuah kursi untuk penerbangan esok hari?
Hold on a moment, please / Hang on, please
= Tolong tunggu sebentar, jangan menutup teleponnya.
Would you spell your name, please?
= Bisakah tolong anda eja nama anda?
Sorry? / Pardon?
= maaf ? ( diucapkan jika anda merasa kurang jelas dengan apa yang diucapkan oleh lawan
bicara.
Would you repeat that , please?
= Bisakah tolong anda mengulangi perkataan anda tadi.
Thank you, Mr. John. See you tomorrow at half past five
= Terimakasih, Pak John. Sampai jumpa lagi besok jam setengah enam.
Thank you for calling. Good bye for now
= terimakasih sudah menelpon. Selamat tinggal.