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John Millen

This week  We look at communication in the workplace
Almost all people have to answer the phone at some point during their work day. Phone calls are important and they have to be dealt with efficiently by the person who picks up the phone. Today, that person is you
Useful Phrases
Here are some phrases that will help you be more efficient when you answer the phone at work. Make sure you learn them and know how to use them.
1. Could you please e-mail me the full details
2. I'm afraid Mr X is not __________________________________________________________________________________
3. I'll deal with your inquiry __________________________________________________________________________
4. Please hold the line for a few moments while I __________________________________________
5. I am sorry to have kept you waiting
6. I'm sorry, I don't have ________________________________________________________________________________
7. I'll call you back
8. Would you like to call back _______________________________________________________________________?
9. I'm afraid you've got the wrong ______________________________________________________________
10. I'll put you through to _______________________________________________________________________________
11. I'm sorry, could you please repeat what you've just said?
12. The connection is bad
13. I'm sorry, I didn't catch what you said
14. Good morning. This is X speaking. How can I help you?
15. Hold on, please
On the Phone
Choose the correct word or phrase to complete these dialogues and then practise each one with a friend.
1. Could I speak to Mr Daley, please?
Hold ____________________, please. I'll put you ___________________
2.  I'd like to speak to Tom Chan, please.
I'm sorry. I'm ___________________ Tom is not at work today.
3. Can you send me a copy of order 35353?
I'm sorry. Could you please ___________________? I didn't hear the  order number.
4. Is that okay?
Yes, fine. I'll ___________________ your inquiry in the morning.
5. Can I speak to someone in sales, please?
Please hold the ___________________ while I ___________________
6. Is there a problem?
I'm sorry to keep you ___________________. Miss Lau will be with you in a moment.
7.  When will he be available?
Would you like to ___________________ tomorrow morning?
8.  Good afternoon. This is Sam ___________________. How can I ___________________?
I'd like to speak to someone in the advertising department, please.
now do this
Role Playing
What would you say in the following situations? Perhaps work in pairs to sort out what should be said.
1. The caller has asked to speak to your boss. Say he is unavailable and give the reason.
2. Say you are going to put the caller on hold and say why.
3. Tell the caller that you can't deal with what they are asking at the moment and give the reason. Ask if they would like to call back later.
4. Tell the caller that they have got through to the wrong department and tell them you will transfer them to the department they need.
5. Ask the caller politely to repeat what they have just said and tell them why you are asking them to do this.
6. Tell the caller that you don't have the information they need. Tell them you will call them back and ask for their number.
7. Apologise for keeping the caller waiting and tell them how much longer you think they will have to wait.
8. Ask the caller to e-mail you with full details of the order they are inquiring about and say you will deal with the matter as quickly as  you can.
Answers
On the Phone: 1. on; through, 2. afraid, 3. repeat what you've just said, 4. deal with ...,  5. line for a few moments; put you through,  6. waiting, 7. call back, 8. speaking; help you



Answering the phone at work