Basic Lesson about Making and Receiving Telephone Calls
Virtually every single company in the global economy uses the telephone for at least a part of their business. For many organizations, the telephone is the primary form of communication with customers, clients, and colleagues. And with virtual work environments established as a modern business practice, business telephone etiquette is more important than ever to your success as an employee and the success of your organization. This course introduces the essential skills for professional telephone usage. It covers best practices for making and receiving telephone calls, recording and leaving voice mail messages, and the etiquette guidelines for using cell phones.
Below are some expressions we use for making and receiving phone calls at work. These phrases will help you prepare for telephone conversations in English.
Making Phone Calls
Introducing yourself
Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department name). Could I speak to (person you’re calling for)?
Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department name). I’m calling about/because…
When the person you want to speak to is unavailable
Can I leave a message for him/her?
Could you tell him/her that I called, please?
Could you ask him/her to call me back, please?
Okay, thanks. I’ll call back later.
Dealing with bad connections
I think we have a bad connection. Can I call you back?
I’m sorry, we have a bad connection. Could you speak a little louder, please?
I’m sorry, could you repeat that please?
Ending the call
Thank you very much. Have a good day.
Thanks for your help. Have a good day.
Receiving Phone Calls
Answering the phone
Company ABC, this is Mike. How may I help you?
Good morning/afternoon, Company ABC. How may I help you?
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
May I have your name please?
Who am I speaking with?
May I ask who’s calling?
Responding to a caller’s request
Sure, let me check on that.
Let me see if she’s available.
Sure, one moment please.
Asking someone to wait on the line
Can I put you on hold for a minute?
Do you mind holding while I check on that? (or “handle that for you,” “check to see if he’s available,” etc.)
Making Phone Calls
Introducing yourself
Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department name). Could I speak to (person you’re calling for)?
Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department name). I’m calling about/because…
When the person you want to speak to is unavailable
Can I leave a message for him/her?
Could you tell him/her that I called, please?
Could you ask him/her to call me back, please?
Okay, thanks. I’ll call back later.
Dealing with bad connections
I think we have a bad connection. Can I call you back?
I’m sorry, we have a bad connection. Could you speak a little louder, please?
I’m sorry, could you repeat that please?
Ending the call
Thank you very much. Have a good day.
Thanks for your help. Have a good day.
Receiving Phone Calls
Answering the phone
Company ABC, this is Mike. How may I help you?
Good morning/afternoon, Company ABC. How may I help you?
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
May I have your name please?
Who am I speaking with?
May I ask who’s calling?
Responding to a caller’s request
Sure, let me check on that.
Let me see if she’s available.
Sure, one moment please.
Asking someone to wait on the line
Can I put you on hold for a minute?
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
He’s/she’s not available at the moment. Would you like to leave a message?
He’s/she’s out of the office right now. Can I take a message?
Dealing with bad connections/wrong numbers
I’m sorry, we have a bad connection. Could you give me your number and I’ll call you right back?
I think we have a bad connection. Could you speak a little louder, please?
I’m sorry, could you repeat that?
I’m sorry, you have the wrong number.
Ending the call
Is there anything else I can help you with?…Okay, thanks for calling. Have a great day.
Is there anything else I can do for you?…Okay, have a good day.
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