Making phonecalls

Making Phone Calls

Introducing yourself

o Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department name). Could I speak to (person you’re calling for)? [If you are calling to speak to a specific person]

o Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department name). I’m calling about/because…. [If you are calling for a specific reason but not to talk to a specific person]

When the person you want to speak to is unavailable

o Can I leave a message for him/her?

o Could you tell him/her that I called, please?

o Could you ask him/her to call me back, please?

o Okay, thanks. I’ll call back later.

Dealing with bad connections

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

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

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

Ending the call

o Thank you very much. Have a good day.

o Thanks for your help. Have a good day.

Receiving Phone Calls

Answering the phone

o Company ABC, this is Mike. How may I help you?

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

o 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

o May I have your name please?

o Who am I speaking with?

o May I ask who’s calling?

Responding to a caller’s request

o Sure, let me check on that.

o Let me see if she’s available.

o Sure, one moment please.

Asking someone to wait on the line

o Can I put you on hold for a minute?

o Do you mind holding while I check on that (or “handle that for you,” “check to see if he’s available,” etc)

Taking a message

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

o He’s/she’s out of the office right now. Can I take a message?

Dealing with bad connections/wrong numbers

o I’m sorry, we have a bad connection. Could you give me your number and I’ll call you right back?

o I think we have a bad connection. Could you speak a little louder, please?

o I’m sorry, could you repeat that?

o I’m sorry, you have the wrong number.

Ending the call

o Is there anything else I can help you with?……Okay, thanks for calling. Have a great day. [used during external calls with customers]

o Is there anything else I can do for you? …..Okay,

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