| SITUATION
| EXAMPLES
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| Introducing yourself.Phrases to use when you place the call.
| - May I speak with Marina Smith? - Hello, this is John Block calling for Marina Smith. - Is Marina Smith in? (informal)
When the person answers the call directly: - Hi Marina, it’s John calling. - GooWhen calling a general number:d afternoon, Marina. This is John Block from ABC company calling.
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| Answering the phone. There are many different ways to answer your phone
| For calls to your direct line: - Good morning, this is Marina. - Good afternoon, XYZ firm. How may I help you? - Marina speaking. - XYZ firm, Marina speaking.
For calls to your direct line, when the person asks for you by name: - Speaking (caller says: “Is Marina there?” and Marina replies: “speaking”). - This is she / this is he (caller says: “Is Marina in?” and Marina replies “This is she”).
For calls to a general number: - Thank you for calling XYZ. How may I direct your call?
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| Connecting someone. When you answer the phone and it is for somebody else.
| - One minute, I’ll transfer you now. - Please hold and I’ll put you through. - Let me see if Jim is available. - One moment, please. - Hang on a minute. (informal)
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| Ending a conversation
| - It’s been great talking with you. I’ve got a meeting now so I better run. - Thanks for calling. I’ll speak with you again soon. - I’ve got another call coming in. Good talking to you. - I better let you go. - It’s 5 o’clock already. I better let you go. - Let’s touch base on this again in a few days.
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| When you need to put somebody on hold
| - Jim is on another line at the moment. Would you like to hold?
- I’m sorry, I have a call on my other line. Can you please hold?
For customer service calls - All of our operators are currently busy. Please stand by for the next available operator.
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| When you don’t understand the caller
| - Could you please repeat that? - I’m sorry, I didn’t catch what you just said. - Can you please speak a little more slowly? - Can you please speak a little louder?
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| Clarifying what your caller says
| - Can you please spell that for me? - How do you spell your last name? - And that company name again was, JAQ Industries? - Let me repeat your information to make sure I got it right.
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| Taking a message for someone
| - I'm sorry, John’s not here at the moment. Can I take a message? - John is in a meeting at the moment. May I ask who’s calling? - John is at lunch. Would you like to leave a message? - John has left for the day. Would you like to be put through to his voice mail?
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| Leaving a message for someone
| - Please tell him that Susan called and ask him to call me back. My number is 999-343-3423. - Please ask him to call Susan when he gets in. - He already has my number. - He’s not in? Please put me through to his voice mail. - When do you expect him back in the office? - I need to speak with him on an urgent matter. Please have him call me as soon as he gets in.
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