02.

TELEPHONING

MAKING PHONE CALLS

Introducing yourself
• Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department
name). Could I speak to (person you’re calling for)?
• Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department
name). I’m calling about/because…

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.

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?

Ending the call

• Thank you very much. Have a good day.
• Thanks for your help. Have a good day.
 RECEIVING PHONE CALLS
Answering the phone
• Company ABC, this is Mike. How may I help you?
• Good morning/afternoon, Company ABC. How may I help you?
• City Library. Kim speaking. What can I do for you, Robert?
• Purchasing department, Frank 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 not say “How may I help you?” For
internal calls, saying your name and your department is usually sufficient.

Getting the name of the caller if he/she doesn’t give it to you

• May I have your name please?
• Who am I speaking with?
• May I ask who’s calling?

Responding to a caller’s request

• Sure, let me check on that.
• Let me see if she’s available.
• Sure, one moment please.

Asking someone to wait on the line

• Can I put you on hold for a minute? … Thank you for holding.
• Do you mind holding while I check on that? (or “handle that for you,” “check to see if he’s
available,” etc.)
• The line's free now ... I'll put you through.
• I'll connect you now / I'm connecting you now.
• Hold the line please.
• Could you hold on please?
• Just a moment please.

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 leave / take a message?
• Would you like to leave a message?
• Could you give him/her a message?
• Could you ask him/her to call me back?
• Could you tell him/her that I called?
• Could you give me your name please?
• Could you spell that please?
• What's your number please?
• Where can he/she reach you?
• When can he contact you?
• Could you make sure he/she gets my message please?
Dealing with bad connections/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?
• The line is very bad ... Could you speak up please?
• I'm afraid I can't hear you.
• Sorry. I didn't catch that. Could you say that again please?
• I’m sorry, could you repeat that?
• I’m sorry, you have the wrong number.
• (I can’t hear you very well). Shall we hang up and try again?

Ending the call

• Is there anything else I can help you with?… Okay, thanks for calling. Have a great day.
• Is there anything else I can do for you?…Okay, have a good day.
• Okay, I’ll make sure (that) he gets your message. (I’m sure he will get back to you soon.)
Checking that the other person has finished and responding to that
• So, is there anything else (that I can help you with) (today)?
• (Okay then,) was there anything else (that you’d like to ask)?
• No, that’s all (for now), thanks.
• Actually, there is just one more thing….
Smoothly ending a phone call (giving reasons for finishing the call, etc)
• Anyway, it’s been great to talk, but I’m afraid I have a meeting in a few minutes/ I’m
afraid I… (so…)
• I’d like to talk more about this but I’m afraid someone has just come in/ I’m afraid…
(so…)
• That seems to have covered everything, thanks.
• That’s been really helpful, thanks.
• Okay, I won’t keep you any longer, then.
Talking about the next contact between you/ Talking about the future
• Can I call you back (a little) later?
• Could you possibly call again (a little) later?
• I’ll email you by the end of business today/ later (today)/ in the next couple of days/…
• I’ll check (…) and call you (right) back.
• Could you (possibly) find out and call me back?
• Please call again if you have any other questions/ problems/...
• I look forward to your call.
• Looking forward to hearing from you.
• Speak to you then/ tomorrow/ soon/ later/… (, then).
• See you then/ tomorrow/ soon/ on Monday/ there/… (, then).
Polite and/ or friendly language at the end of the call
• Thanks for (all) your help / for calling / for your call.
• Sorry I couldn’t be more help.
• Have a good evening/ day/ weekend/….
• Bye (for now).
 REPLY REQUESTS

EXERCISES
To complain (vb)
A complaint (n)

To get through to sb = localizar a alguien

To call back = llamar de nuevo
To take down = anotar / apuntar
To look sth up / to look up sth = buscar