1. 5. Receiving and taking messages
1.1. The Swithcboard
1.1.1. Names
1.1.2. Numbers
1.2. The Caller
1.2.1. Spelling
1.2.2. Replies
2. 6. Structuring a Call
2.1. The purpose
2.1.1. I'm calling about
2.1.2. I would like to discuss
2.2. Structure
2.2.1. Finally
2.2.2. Second
2.3. Check
2.3.1. Is that ok?
2.3.2. Is this a good time
2.4. Final Check
2.4.1. Is there anything else?
2.4.2. Is that everything
3. 7. Transfering Information
3.1. Starting
3.2. Confirming
3.3. Checking
3.4. Confirming
4. 8. Communication Difficulties
4.1. Problems
4.1.1. The line is busy
4.1.2. There's no answer
4.2. Wrong numbers
4.2.1. I think i have the wrong number
4.2.2. I'm sorry, i think you have the wrong number
4.3. Call Back
4.3.1. I'll Call you back
4.3.2. Hang up and try again
5. 9. Calling back
5.1. Opening
5.1.1. Im returning your call
5.1.2. I got your message
5.2. Thanking
5.2.1. Thanks for calling back
5.2.2. Thanks for coming back
5.3. Reason for call
5.3.1. I called earlier too
5.3.2. What i wanted to talk about
5.4. Timing
5.4.1. Is this a good time to talk
5.4.2. Do you have time now?
5.5. Call back
5.5.1. I'll call you back
5.5.2. Let me call you back
5.5.3. Can i call you back in five minutes
6. 11. Complaining
6.1. The problem
6.2. Request action
6.3. Accepting action
6.4. Ask for information
6.5. Saying sorry
7. 14.Golden rules
7.1. Plan the call thoroughly
7.2. send and email before you call
7.3. Speak clearly and slowly
7.4. Finish with positive prase
7.5. Send a follow up e-mail
8. 3.Switchboard speaking
8.1. Identifying your company
8.1.1. Good morning
8.1.2. Lake Technology
8.2. Asking About Purpose
8.2.1. How can i help you?
8.2.2. What is it in regard you?
8.2.3. What can i do for you?
8.3. Apologies
8.3.1. i'm afraid
8.3.2. The line is busy
8.3.3. He's on the other line
8.3.4. He's on vacation
8.4. No Connection
8.4.1. Do you want to hold
8.4.2. Can i take message?
8.4.3. Does she have your number?
8.5. Answering a Call
8.5.1. This bob adams
8.5.2. This is he/she
9. 1.What makes a good telephone call
9.1. Before the call
9.1.1. Prepare well before you call
9.1.2. Plant what you want to say
9.1.3. Prepare answer to possible question
10. 2. Making A Call
10.1. Communication story
10.2. Key Vocabulary
11. 4. Opening Call
11.1. Making the Call
11.1.1. Hello,this
11.1.2. My name is
11.2. Asking For Connection
11.2.1. I'd like to speak to
11.2.2. Could you put me through
11.3. Giving more details
11.3.1. It's about
11.3.2. It's in connection with
11.4. Checking after Connection
11.4.1. Is this Maria
11.4.2. Are you the person
11.5. Reason for Calling
11.5.1. I'm calling to
11.5.2. The reason i called
12. 12. Closing call
12.1. Confirmation
12.1.1. So, just confirm that
12.2. Promised Acton
12.2.1. Ok i'll send mail
12.3. Closing signal
12.3.1. Anyway
12.3.2. Is there anything else?
12.4. Thanking
12.4.1. Thanks for calling
12.4.2. Thanks for your help