1. 3. OPENING A CALL
1.1. Making the call - identifying yourself - Hello, this is... - My name is...
1.2. Asking for connection - I'd like to speak to... - Could/ Can/ May I speak to...
1.3. Giving more details - It's in connection with.. - It's about...
1.4. Checking after connection - Is this Maria/ the Personnel Department... - Are you the person responsible for...
1.5. Reason for calling - I'm calling to... - The reason I callled is to...
2. 4. RECEIVING AND TAKING MESSAGES
2.1. Names and addresses - Can I have your name again? - Could you spell that for me?
2.2. Numbers - Can I have your number? - What's the area/ country code?
2.3. Noting and respondinng - I'd better write this down. - Just a moment. OK. Ready?
2.4. Checking - Could you go over that again, please? - Let me just repeat that for you.
2.5. Don't worry - I'll make sure she gets the message. - I'll tell him you called.
2.6. The message - Could you tell him/her I called? - Could you ask her to call me back?
2.7. Spelling - It's Dignen. Should I spell that for you?
2.8. Numbers - Yes, it's 012-3456789.
2.9. Replies - Of course. - OK.Yes that's right.
2.10. Thanks - Thank you very much. - Could I just have your name?
3. 5. STRUCTURING A CALL
3.1. The Purpose - I'm calling about... - I would like to discuss...
3.2. Structure - Second... - Finally...
3.3. Check - Is that OK with you? - Do you have time right now?
3.4. Deciding - Right. Then I wil... - I will leave this to you.
3.5. Deflecting - Can we deal with that another time? - I'll have to get back to you about...
3.6. Further Action - Could you send mean e-mail to confirm that? - Would you please inform Peter?
3.7. Final Check - Is there anything else? - Is that everything/all?
4. 7. COMMUNICATION DIFFICULTIES
4.1. PROBLEMS
4.1.1. General - The line is busy. - There's no answer.
4.1.2. Technical - The number is not in service. - We were cut off.
4.1.3. Sound - I can hardly hear you. - Can you speak up?
4.1.4. Cellular Phones - My battery is nearly out. - I'm losing you. I'm going into a tunnel.
4.1.5. To The Operator - Could you check the line, please?
4.2. WRONG NUMBERS - I'm afraid you've reached sales. -I'll try and transfer you back to the switchboard.
4.3. CALL BACK - I'll call you back. - Hang up and I'll try again.
5. 9. COMPLAINING
5.1. The Complaint
5.1.1. The Problem - Excuse me, but we expected delivery... - You said that I would have...
5.1.2. Request Action - If you don't repair it immediately. - What are you going to do about it.
5.1.3. Accepting Action - OK. That's fine. - OK. That will do.
5.1.4. Reject Action - I'm sorry but... - That's unacceptable.
5.2. Handling The Complaint
5.2.1. Ask For Information - What is the problem exactly? - Could you explain exactly what the problem is?
5.2.2. Saying Sorry - I see. We're very sorry about that. - Again, I do apologize.
5.2.3. Your Fault - It's our fault. We accept full responsibility.
5.2.4. Close - I apologize once again. We are very sorry about this.
6. 11. GOLDEN RULES
6.1. DO - Plan the call thoroughly. Have clear objectives. - Send an e-mail before you call when necessary.
6.2. DON'T - Call if you are unprepared. - Assume your respondent is available to talk when you call.
7. 1. WHAT MAKES A GOOD TELEPHONE CALL
7.1. BEFORE THE CALL
7.1.1. Prepare well before you call.
7.1.2. Plan what you want to say.
7.1.3. Prepare answers to possible questions.
7.1.4. Send an e-mail before the call, if necessary.
7.1.5. Have all information available.
7.2. BEGINNING THE CALL
7.2.1. Make a greeting and identify yourself clearly.
7.2.2. Ask for connection to the person you want to speak to.
7.2.3. After connection, greet the person.
7.2.4. Small talk.
7.2.5. Give a reason for the call.
7.3. DURING THE CALL
7.3.1. Create a positive atmosphere.
7.3.2. Communicate your objective clearly.
7.3.3. Listen and make sure you understand.
7.3.4. Check and make sure the other person understands you.
7.4. ENDING THE CALL
7.4.1. Confirm the result of the call.
7.4.2. End politely positively.
8. 2. SWITCHBOARD SPEAKING
8.1. IDENTIFYING YOUR COMPANY/ DEPARTMENT
8.1.1. - Good Morning. Lake Technology. - Personnel Department.
8.2. ASKING ABOUT THE PURPOSE
8.2.1. - How can I help you? - What is it in regard?
8.3. IDENTIFYING THE CALLER
8.3.1. - I'm sorry, could I have your name (again), please? - Who's calling please?
8.4. CONNECTING
8.4.1. - One moment, please. - I'll check if he's in his office.
8.5. APOLOGIES
8.5.1. I'm afraid - the line is busy - he's on the other line.
8.6. NO CONNECTION
8.6.1. - Do you want to hold? - Would you like to leave a message.
8.7. MAKING THE CONNECTION
8.7.1. - Just a moment. I'm putting you through now. - I'll connect you now.
8.8. ANSWERING A CALL
8.8.1. - Good morning. Bob Adams (speaking). - This is Bob Adams.