Telephoning Skills

This feature includes a number of ingredients to improve telephoning skills. Included you will find specific telephoning phrases, telephoning techniques to improve confidence when telephoning and telephoning practice exercises for use with your colleagues or in the classroom.

OUTGOING CALLS

Greetings

Good morning / afternoon / evening.
Hello. (informal)

 

Identifying yourself

My name is ... (first introduction)
This is Tommy here. (second and subsequent introduction)
This is Tommy speaking.

 

Asking to speak to someone

Could I speak to ..., please?
Could you put me through to ..., please?
Could I have extension 9225, please?
I’d like to speak to ..., please.
Leo Evans, please.
May I speak to…?

Giving further details

It’s in connection with ...
It’s about ...

Explaining the purpose of the call

I’m calling to ask about ...
I’m phoning to let you know the details of ...
I’m ringing to tell you about ...

Showing understanding

I see.
I understand.
Yes/ Right / Fine / Okay.

Making an appointment

Could we meet some time soon?
When could we meet?
When could I see you?
What time would suit you?
Would Friday at 10:30 suit you?
Would Friday at 10:30 be okay?
Can you manage Friday at 10:30?

Leaving a message

Could you give him a message, please?
Could you ask him to call me (when he gets back)?
(Could you tell him) I’ll call back later.
Could I leave a message?
Could you ask him to call me back?
I’ll try to call back after three.
Do you know what time I can reach him?

Confirming details

Well, I look forward to meeting you next week, then.
Well, I look forward to receiving the contract by fax, then.
Well, I look forward to hearing from you later today, then.

Thanking

Well, thank you very much for your help.
Well, thanks for your information.
I’m much obliged to you.
I’m very grateful for your assistance. (formal)
Well, thanks a lot. (informal)

Ending the call

It’s been good / nice talking to you.
I’ve enjoyed talking to you.
Sorry, I have to cut this short, but I have to go now.
I’d better let you go now.
I know you’re busy, so I’ll let you go
I look forward to seeing you.
I look forward to hearing from you.
I look forward to meeting you.
See you soon. (informal)
Speak to you soon. (informal)
Goodbye / Bye.

INCOMING CALLS

Identifying yourself when you pick up the phone.

Paul Anka.
Paul Anka speaking.
Hello, Coco-Cola Company.

Helping the caller

Can I help you?
Who would you like to speak to?

Asking for the caller’s identification

Who’s speaking, please?
Who’s calling, please?
And who would like to speak to her, please?
And your name is?
Can I tell her who’s calling?

Asking for further information

What’s it in connection with, please?
How do you spell that?
May I tell her what this is about?
Explaining that someone is not available
I’m afraid he is not available this morning.
I’m afraid he is not available at the moment.
I’m afraid he is out.
I’m afraid he is in a meeting.
I’m afraid he is with a client at the moment.
I’m sorry, but he is on holiday.
I’m sorry, but he is not in the office today.
I’m sorry, but he is on the other line at present.
I’m afraid his line’s engaged. Do you want to hold?
Just a moment, I’ll connect you.
One moment please.
Please hold the line.
Can you hold?
Would you like to wait?
I’m afraid you have the wrong number.

Alternative actions

Could you ring / call / phone back later?
Would you like to leave a message?
Can I take a message?
Could she call you back?
Does she have your number?
I’ll give her your message.
Would you like to call back later?
Can I call you back later?

Confirming information

Yes, that’s right.
Yes, that’s correct.

Confirming arrangements

Yes, that suits me fine.
Yes, that would be fine.
Yes, that’s fine.

Declining arrangements and suggesting alternatives

I’m afraid I won’t be in the office on Friday.
I’m sorry, but Friday / 10.30 doesn’t suit me at all.
I’m afraid I can’t manage / make Friday / 10.30.
Can you manage Friday at 10.30?
I could make it on Friday at 10.30.
How about Friday / 10.30?

Responding to thanks

Not at all.
Don’t mention it.
You’re welcome.

Ending the call

I’m really glad you called. Let’s keep in touch.
I look forward to seeing you.
I look forward to hearing from you.
See you soon. (informal)
Speak to you. (informal)
Thanks for calling.
Goodbye / Bye.