Making and Taking S

imple Phone Massage

Thursday, November 5, 2020
A. Making Phone Call
s
1. Introducing your self
• Good morning/afternoon/evening. This is Anggun a
t (company name)/Anggun from (department nam
e). Could I speak to (person you’re calling for)?
• Good morning/afternoon/evening. This is Anggun a
t (company name)/Anggun from (department nam
e). I’m calling about/because…
2. When the person you want
to speak to is unavailable
• Can I leave a message for him/her?
• Could you tell him/her that I called, please?
• Could you ask him/her to call me back, please?
• Okay, thanks. I’ll call back later.
3. Dealing with bad connection
s
• I think we have a bad connection. Can I call you bac
k?
• I’m sorry, we have a bad connection. Could you spe
ak a little louder, please?
• I’m sorry, could you repeat that please?
4. Ending the call
• Thank you very much. Have a good day.
• Thanks for your help. Have a good day.
B. Receiving Phone Cal
ls
1. Answering the phone
• Company ABC, this is Mita. How may I help you?
• Good morning/afternoon, Company ABC. How may
I help you?
• Purchasing department, Fani speaking.

Note: If we are taking an external call and talking to a customer, “How may
I help you?” is common. If we are taking an internal call, we normally do n
ot say “How may I help you?” For internal calls, saying your name and you
r department is usually sufficient.
2. Getting the name of the call
er if he/she doesn’t give it t
o you
• May I have your name please?
• Who am I speaking with?
• May I ask who’s calling?
3. Responding to a caller’s re
quest
• Sure, let me check on that.
• Let me see if she’s available.
• Sure, one moment please.
4.Asking someone to wait on the
line
• Can I put you on hold for a minute?
• Do you mind holding while I check on that? (or “ha
ndle that for you,” “check to see if he’s available,” et
c.)
5. Taking a message
• He’s/she’s not available at the moment. Would you
like to leave a message?
• He’s/she’s out of the office right now. Can I take a m
essage?
6. Dealing with bad connection
s/wrong numbers
• I’m sorry, we have a bad connection. Could you give
me your number and I’ll call you right back?
• I think we have a bad connection. Could you speak
a little louder, please?
• I’m sorry, could you repeat that?
• I’m sorry, you have the wrong number.
7. Ending the call
• Is there anything else I can help you with?…Okay, th
anks for calling. Have a great day.
• Is there anything else I can do for you?…Okay, have
a good day.
How to leave a good phone m
assage
Example
• X : good morning. PT. Kino. This is Cindy
• Y : good morning. This Is Mario from Surya Company.
• X : What can I do for you Mr. Mario?
• Y : Can you please put me through to your manager in cha
rge?
• X : That would be Mr Andre. Unfortunately he is out at th
e moment. Do you want to leave a message?
• Y : Yes. Please inform Mr Andrew that Mario from Surya C
ompany caleed about the budget. Kindly email me the ne
w proposal. Thank you
• X : Ok I will give him your message. Have a good day