PHONE CALLS AT WORK

Read the expression below, and determine the situation.

Good morning. This is Mike at ABC Computers. Could I speak to Mr. John, the Sales Manager?

• Making phone calls

• Receiving phone calls

Read the expression below, and determine the situation.

Good morning, Company ABC. How may I help you?

• Making phone calls

• Receiving phone calls

Expressions used when the person you want to speak to is unavailable

• Can I leave a message for her?

• Okay, thanks. I’ll call back later.

• Could you tell him that I called, please?

• Could you ask her to call me back, please?

Expressions used when dealing with bad connections

• I think we have a bad connection. Can I call you back?

• I’m sorry, we have a bad connection. Could you speak a little louder, please?

• I’m sorry, could you repeat that please?

• Could you tell him that I called, please?

If we are taking an external call and talking to a customer, “How may I help you?” is common.

• TRUE

• FALSE

If we are taking an internal call, we normally do not say “How may I help you?” For internal calls, saying your name and your department is usually sufficient.

• TRUE

• FALSE

Expressions used to get the name of the caller if he/she doesn’t give it to you

• I want to write your name.

• May I ask who’s calling?

• Who am I speaking with?

• May I have your name please?

Expressions used to respond to a caller's request

• Sure, let me check on that.

• Purchasing department, Frank speaking.

• Let me see if she’s available.

• Sure, one moment please.

Expressions used to ask someone to wait on the line

• Can I put you on hold for a minute?

• Do you mind holding while I check on that?

• Do you mind holding while I handle that for you?

• Thanks for your help. Have a good day.

Expressions used to take a message

• He’s not available at the moment. Would you like to leave a message?

• She’s out of the office right now. Can I take a message?

• Mr. Paul is not available at the moment. Should I take a message?

• Is there anything else I can help you with?