Hi
The manner and the expressions that you use to communicate over the phone are extremely important, as the listener relies solely on what you say and how you say it in order to determine your understanding as well as your feelings towards the subject being discussed. Let’s look at two examples:
If a caller says “Could you put me through to ……?” and there is no reply, it may be considered rude.
If a caller says “I wonder if you could e-mail me ……” and the reply is “Yes”, this has little meaning and non-specific and will leave the listener uncertain about the timeframe. Again, this may cause confusion.
Key Expressions – Requesting Information
TAKING A CALL
Agreeing to a request
Certainly, I’d be glad to.
I’d be happy to do that.
My pleasure.
I’ll send that off tonight.
I’ll do that now.
Asking for an address
What ‘s the address?
May I have the address?
Could I have your address?
Where should I send it to?
Checking personal details
Let me see if I’ve written that correctly – (repeat details).
Let me just check those details (repeat details).
So that’s (repeat details).
MAKING A CALL
Getting through to the right department
I wanted to speak to someone about getting a copy of your annual report.
Who should I speak to about getting a copy of your annual report?
Could you put me through to someone who deals with public relations?
Making a request
I was wondering if you could send me a copy of your current annual report.
Could you send me some information about your company?
Key Expressions for Clarifying a Request
TAKING A CALL
Agreeing to a request
By all means.
Go ahead.
Please do.
Yes, of course.
Clarifying what you mean
I meant your report on the housing policy initiatives.
No, that should be your memo on the WEC funding Scheme.
Yes, that’s right.
That’s exactly what I meant.
Thanking
Thank you for calling.
Thank you for contacting me.
Thanks for getting in touch.
MAKING A CALL
Saying why you’re calling
I received your letter this morning but one or two things aren’t clear.
I’m just following up on your letter – a couple of things aren’t clear.
Asking for clarification
May I check a couple of points with you?
Could you clarify a couple of things for me?
Could I ask you a couple of questions about your letter?
Did you mean the memo that was sent out last week?
Thanking and concluding
Thank you very much.
That’s all I need to know.
That’s all I wanted to check.
I’ll get that off to the EMB for you.
We have loads of other articles and lessons on business telephoning. Here's a good starting point for your self-study:
www.workplace-english-training.com/emaga...elephone-skills.html 
