HANDLING THE TELEPHONE

IDENTIFICATION

A man rarely uses “Mr” when identifying himself

A woman can either use her full name, “Mrs’ or Miss”
The term “Ms” is more commonly used in conversation in the USA than in the UK,
UK
More and more people prefer to give their full name, especially in the USA
Ex: Good morning/ Hendricus Barut/ speaking
The figure 0 is pronounced as the letter O
Double figures are stated as folows:
5543 (double five-four-three)
Contractions : In the telephone conversation, contractions are
used extensively:
Ex : Mr Furbo is out ----------Mr furbo’s out
He will call you back------He’ll call you back
Dates : In the UK, the date is expressed as follows:
22nd February (the twenty-second of February or February
the twenty-second
In the USA,
USA the same date would be said as follows:
February twenty-second
If written in figures 3-4 would be 3rd April in the UK,
UK but March
4th in the USA
Time
The 24 hour system is not commonly used in everyday conversation. When
using the 12 hour system,
system it is, therefore, important to use a.m. (before
midday)and p.m (after midday)
Spelling
For clarity in spelling on the telephone, the standar system adopted for
International Radio Telecommunications shoud be used, as in the alphabet.
Note the difference between British and American usage.
 Note the following main differences

British American
I’d like to speak to Mr Black,please. May I speak to Mr Black,please?
Can I speak to Mr Black, please?
Can I have your name, please? May I have your name, please?
Can I help you? May I help you?
Hold the line , please. One moment, please
Hold on, please
I’ll put you through I’ll connect you
The number’s engaged/occupied The number’s busy.
That’s all right Youre welcome.
Some Expressions when Handling The Telephone
• Good morning, Akpar Restaurant, May I help you?
• Good afternoon, Housekeeping, Can I help you?
• Hold the line, please.
• Could you hold on please ?
• Will you hold or will you call back later?
• I’m sorry the line is engaged/busy.
• I’m sorry there is no reply.
• I’m sorry, it is a bad line, could you put the telephone
down and dial again, please.
• I’m sorry it’s very noisy.
continued
• I’m sorry Mr. Barut, the line is engaged
• Would you like to wait or would you like to leave a message?
• Would you like to call him/her back?
• I’ll put you through.
• I’ll try to connect you.
• I’m trying to connect you, please hold the line.
Continued
• Would you like to hold the line, please?
• Would you like to leave a message?
• Could I take a message?
• Could I know who’s calling, please?
• May I know who’s speaking, please?
• I’m sorry to keep you waiting, sir.
• I’m sorry to have kept you waiting, Mr. John.
• I’ll pass on your mesage to Miss Mery as soon as she
is back.
• My name is Jack
• Thank you for calling Akpar Restaurant
• Thank you for your call.