Name: Telephone English | Answering a Phone Call | Business English Telephone Conversation
Uploaded: 2022-05-05T16:50:13.000Z
Duration: 12 min 33 s
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You're listening to business English Pod the business English podcast for professionals on the move.

Future simple

My name is Edwin and I'll be your host for this episode

In which we're going to take another look at one of our most popular and important podcasts

Today, we're talking about using the telephone. This is something we all do but we don't all do well

Talking on the telephone has become an extremely important part of business

You need to be able to answer a call professionally and create a good image of yourself and your company with only your voice

Having effective telephone skills leaves a good impression on your customers clients and colleagues

People are busy, so you want to be very clear polite and organized in

This lesson we'll begin by looking at a bad example of answering a call and taking a message

We'll discuss. Why it's a bad example, and then we'll go into a good example of answering a call

Let's talk a bit about the basics of handling a call our tone of voice needs to be pleasant and positive

We don't want to make people feel like they are bothering us

Some people try smiling when they speak even though the other person can't see them this trick helps to maintain a good tone

Second we should always be prepared whether you're receiving or making a call you need to be ready

We also need to make it clear from the beginning who the person is talking to

This means identifying ourselves and our company

From there we need to leave the conversation and find out how we can help the caller

the caller should not have to ask for help [and]

Finally we need to remember that listening is half of the conversation

We need to listen and respond to what the other person is saying

For our bad example. We'll listen as Justin an employee with drove, Esco calls a shipping company called Dane line

Just is hoping to speak with sylvie peterson, but it is a receptionist named amy who answers the phone?

As you listen try to answer these questions

One how [would] you describe amy's attitude?

Hello, hi, who's this? Amy is this dane line? Yes? What can I do for you?

There it is may I speak to Sylvie Peterson

Sorry, she's not [here]. Can't leave a message sure go ahead um

Let's see my name is Justin Thomas. I'm with Travis co it's about the construction schedule for 2008 ah

And my number is wait a second 3 9 0 9 - 9 - 107

Sorry could you say [that] again? I'm looking for a pen which part all of it, okay

This is not the way that a business telephone call should usually go neither amy or Justin did a very good job did they?

So what exactly is the problem? We know the basics of what makes a good call?

Let's begin with how amy answers the phone

She simply says hello that may be what you say when you answer your telephone at home, but it's not okay in a business setting

Amy doesn't say her name or her company's name. She also doesn't ask how she can help the caller and

Listen to her voice is it Pleasant does it make the caller feel good of the interaction?

Justin has to ask who is answering the call and make sure that it is actually the right company

Remember the person who answers the phone should make it clear who the person is calling?

Finally amy asks the caller what she can do

There it is may I speak to silby Peterson

Sorry, she's not [here]. Can't leave a message

He's really not prepared for this call and has to take a moment to figure out who he actually wants to speak with of

Course Amy should put Justin on hold while she looks for Sylvie Peterson

But she doesn't she just puts the phone down and calls out sylvie

Again, this is something [that] might happen at home, but should definitely not happen at work

notice too [that] it is Justin who asks if he can leave a message that something amy should have asked and

Let's see my name is Justin Thomas. I'm with Travis co it's about the construction schedule for 2008 [ah]

Sorry could you say that again? I'm looking for a pen

Justin's not sure of his own number and amy doesn't have a pen handy even though she told Justin to go ahead with his message

Amy really needs to be better prepared and be a better listener

You've seen quite clearly what we should not do

We'll listen to a good example of answering a call. This time. We'll hear mark rand who has replaced Justin

Mark is calling line and amy has obviously received some telephone training

One what information does amy include in her first sentence?

- how does Mark Ran to introduce himself?

Hello, Daneline. This is amy. How may I help you hi. Amy my name is [Mark], [Rand]

I'm calling for Sylvie Peterson, just a moment, please all right

This sounds a lot different from the bad example doesn't it?

Mark and Amy accomplish as [much] in two lines as Justin and amy didn't six

First [amy] answered the phone very professionally

Hello, Daneline. This is amy. How may I help you

In this simple sentence [amy] has included the four important parts of answering the phone

The greeting doesn't always have to be hello. There are several other things you can say

Hi is slightly more informal than the others, but it is still acceptable in some contexts

Second you should say the name of your company

It's not really necessary to say this is before the name just the name is enough

You may also want to identify your department for example you can say sales department or just sales

Amy says this is amy notice that she doesn't say I am amy which is never used on the telephone and

Remember that we don't say this is in other situations like when we're answering a door or introducing [ourselves] face to face

How else can we say our name on the telephone?

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Telephone English | Answering a Phone Call | Business English Telephone Conversation

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