Talking on the telephone is a skill that you can develop by paying attention to the different things that you have to remember. Many times, you need to take down details like names, addresses and telephone numbers. You should always repeat these details back to the caller and confirm with the caller that you have noted them correctly. This is especially important if you are speaking to someone for the first time. You should take down their name and contact details very carefully and confirm all the details with the caller before ending the call.
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Here are some useful phrases:
Answering the Phone
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World Language Centre, may I help you? Good morning, World Language Centre. This is Amy Speaking. World Language Centre. This is Amy speaking. How may I help you? |
Identifying Yourself
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This is Mr Fujiyama speaking. It’s Mr Fujiyama of NEG Osaka here. This is Mr Fujiyama. Mr Fujiyama speaking. |
Saying Why You’re Calling
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I’m phoning about an order we placed. I’m calling to see whether you have …. I just wanted to ask if you have … I’d like to speak to Kenneth Wong, please. Could you put me through to Kenneth Wong, please? |
Asking for a Caller’s Details
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Could I have your name again, please? What did you say your name was? What’s your number? What number are you on? Does Mrs Ho have your number? What’s your address? |
Checking a Caller’s Details
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Is that Muzzy with a double ‘Z’? (check spelling) Could you spell your name, please? How do you spell that, please? How do you spell the street/building name? Could you just repeat the building name for me? What is the spelling of ‘Guggenheim’? 2847 95 ........ (rising tone to prompt listener to continue) |
Confirming a Caller’s Details
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OK, I've got it ... 2847 9584. (repeat back) So that’s G - U - G - G -E -N - H - E -I - M. (repeat back) OK ... that’s E -X. (confirm spelling) Let me repeat your address ... So, your name is Andy Wang, and your title is Assistant Training Officer. (repeat the details) |
Concluding a Call
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I’ll post that out to you today. I’ll give you a call as soon as I have this information. Thanks very much for calling. |