2 Getting started Calling: saying who you are Good morning, this is David Wilcox from Bridgestone in Liverpool.Hello, this is Mike Jenson speaking. I’m calling from Berlin in Germany.Calling: giving the reason for your callI’m calling about…The reason I’m calling is…I’d like to speak to Ms. Smith, please.I’m returning her call.Could I have your customer service department, please?
3 Getting started Taking a call Good morning. Jane Brown speaking. Good afternoon. Morton Banking. How can I help you?May I ask who’s calling, please?Good Morning, Mr Charlton. What can I do for you?May I ask what it’s about?Could you give me your name, please?Thank you for calling back.Thanks for returning my call.Thanks getting back to me.
4 Getting started Trying to connect the caller One moment, please. I’ll try to connect you to accounts.Just a moment, please. I’ll put you through to Carol Walker.Problems connecting a callI’m sorry, there’s no answer.Sorry to keep you waiting.I’m sorry, the line’s engaged (US busy).I’m afraid she’s on another line at the moment.Would you like to hold?One moment, I’ll put you on hold.Would you like to call her back?Would you like to speak to someone else?
5 Messages Saying someone isn’t there I’m afraid she’s not in the office today.I’m afraid he’s away on business.I’m sorry, he’s in a meeting / conference this morning.I’m sorry, she’s on holiday this week.I’m sorry, he’s not available just now.I’m sorry, he’s stepped out of the office for a moment. He’s expected back at
6 Messages Taking a message May I take a message? Can I give him a message?Does she have your number?Could I take your number, please?I’ll make sure he gets the message.Is it urgent?If it’s urgent, I can gat a message to her at her hotel.
7 Messages Leaving a message I’d like to leave a message for… Could you give Sally Robertson a message for me, please?Could you give Sam my best wishes and say that I’ll call him next week?Could you ask her to call me back, please?Could I leave a message on her voic , please?I think she has my number, but I’ll give it to you just in case.
8 Messages Voicemail greetings Hello, this is Jenny Horton. I’m sorry, I’m not in the office at the moment, but please leave a message and I’ll call you back as soon as possible. Thank you.Thank you for calling Lloyds. You have called outside our office hours, which are from 8.30 to 5.30, Monday to Friday. However, you can leave a message and we will call you back. Thank you.
9 Problems Getting through to the wrong person Sorry is that…? I’m sorry, I was put through to the wrong extension.Oh, I’m sorry, I must have dialed the wrong number.Receiving a call that is meant for someone elseI’m sorry, you were put through to me by mistake.I’ll connect you back to the switchboard.I’m sorry, you must have dialed the wrong number.
10 Problems Dealing with technical problems I’m sorry, this is a bad line.The reception isn’t very good here.I’ll call you back on a landline.I’m sorry, we were cut off.Asking someone to speak more clearlyI’m sorry, could you speak a little more slowly, please?Could you speak a bit louder / speak up a bit, please?
11 Problems Asking someone to repeat information I’m sorry, I didn’t quite catch that.I’m sorry, I didn’t gat that.Could you repeat that, please?What was that again?Checking whether your partner has timeIs this a good time to talk?I won’t keep you long.This should only take about five minutes.
12 Problems Saying you are busy I’m sorry, I’m a bit snowed under (zavalen prací) at the moment.I’m sorry, I’m on my way to a meeting right now.Could you call back in a few minutes?