Telephone Banking

Representative: Hello. How can I help you today?

Customer: Hello. I'd like some information on the telephone banking services offered at by your bank.

Representative: Certainly. What is your account number?

Customer: at the High Street Branch.

Representative: What would you like to know?

Customer: How do I sign up?

Representative: Just let me know, I'll sign you up immediately.

Customer: Can you tell me how the telephone banking services work?

Representative: You can do all your day-to-day banking over the telephone, 24 hours a day.

Customer: That's great. How do I access my account?

Representative: Just call the bank, key in your PIN number and listen to the menu of options available.

Customer: How do I choose which option I want?

Representative: Just press the number for the service stated by the recording.

Customer: What kind of things can I do?

Representative: You can check your balance, pay bills, order a statement or even transfer money to another bank.

Customer: That's fantastic! Can I trade stocks and bonds.

Representative: I'm afraid you will have to have a special account for that.

Customer: What about getting help if I have any problems?

Representative: There's an automated answering machine and staff are available 9 to 5 seven days a week.

Customer: It all sounds very good to me. I'd like to sign up.

Representative: Alright, can you answer a few questions please?

Customer: Certainly...

Telephone Phrases

Could you...
put me through to (Accounts)?
repeat that?
read that back to me?
give me your name?
take a message?

Could I...
leave a message?
speak to Mr. Wilson?
have extension 103, please?
check that?
go over that again?

I'm phoning...
to confirm our meeting.
about your advertisement.
see if you could attend a meeting on the 20th
for an appointment
about some information

Sample Telephone Conversation

Secretary: Hello, Ultimate Computers. May I help you?

Caller: Yes, this is Jack Kordell from Hunter's Office Supplies. May I speak to Elaine Strong, please?

Secretary: I'm sorry, but she's not in right now.

Caller: Okay, do you know when she'll be back?

Secretary: Uh, yes, she should be here later on this afternoon maybe about 4:30. May I take a message?

Caller: Yes. Ms. Strong sent me a brochure detailing your newest line of laptop computers with a description of other software products, but there wasn't any information about after-sales service.

Secretary: Oh, I'm sorry. Would you like me to fax that to you?

Caller: Yes, but our fax is being repaired at the moment, and it won't be working until around 2:30. Hum . . . could you try sending that information around 3:30? That's should give me time to look over the material before I call Ms. Strong, say, around 5:00.

Secretary: Sure. Could I have your name, telephone number, and fax number, please?

Caller: Yes. Jack Kordell and the phone number is 560-1287. And the fax number is 560-1288.

Secretary: Okay. Jack Kordell. Is your name spelled C-o-r-d-e-l?

Caller: No. It's Kordell with a "K" and two "l's." K-o-r-d-e-l-l."

Secretary: All right, Mr. Kordell. And your phone number is 560-1287, and the fax number is 560-1288. Is that correct?

Caller: Yes it is.

Secretary: All right. I'll be sure to send you the fax this afternoon.

Caller: Okay, bye.

Business English Telephone Call

TAMMY: Wilson & Wilson, can I help you?

LIN: Yes, this is Lin Chan from Acme Appliances. I'd like to speak to Mr Wilson if he's available please?

TAMMY: Would that be Mr Wilson Senior or Mr Wilson Junior?

LIN: Mr Wilson senior.

TAMMY: I'll just see if he's available - hold the line please.It's a Lin Chan from Acme.I'm sorry, Mr Wilson's in a meeting at the moment. May I take a message?

LIN: Yes, could you ask him to phone me please. My number's 23115654.

TAMMY: I'm sorry, I didn't catch your name.

LIN: Lin Chan, Acme Appliances.

TAMMY: Let me check the number, 23115654.

LIN: That's right.

TAMMY: I'll pass that message on. Thankyou.

LIN: Thanks. Bye.

*************

LIN: Acme Appliances, Lin Chan speaking.

WILSON: This is Tom Wilson returning your call.

LIN: Ah yes, Mr Wilson. Thanks for calling back. I wanted to set up a meeting with you to discuss your requirements for next year.

WILSON: Yes certainly. How about Thursday about two-thirty.

LIN: That would be fine.

WILSON: Okay, I look forward to seeing you then.

LIN: Thursday, 2.30. See you then.Goodbye.

When we use the phone we can't see the other person, so we have to listen carefully and speak clearly. Often we deal with a switchboard operator or personal assistant, but the language we use on the phone follows conventions.

Wilson & Wilson, can I help you?

Yes, this is Lin Chan from Acme Appliances. I'd like to speak to Mr Wilson if he's available please?

When answering the phone, a switchboard operator will usually say the name of the company, then 'can I help you?' or 'How can I help you?'

Or they may not say anything after the name of the company. In any case, the caller normally says their name, by saying 'this is' and their name, then the name of their company after the words 'from' or 'of', and then who they would like to speak to.

Don't wait to be asked, but offer the information. On the phone, unless you know the other party personally, always use polite, formal language.

Wilson & Wilson. What do you want?

Lin Chan here. Put me through to Wilson.

He doesn't want to speak to you.

Mr Wilson might not want to speak to Lin - but it's not polite to say this. Notice that Lin says she wants to speak to Mr Wilson 'if he's available'.

Often it's not convenient to speak to someone straight away. 'If he's available' really means, 'If he wants to speak to me at the moment.' Here's some useful phrases for asking for someone on the phone:

Is Mr Wilson available please?

Could I speak to Mr Wilson if he's available?

Could you put me through to Mr Wilson?'

I'd like to speak to Mr Wilson if possible please.

So we can say:

'I'd like to speak to Mr Wilson'Or

'Could I speak to Mr Wilson?'

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'If he's available', or

'If possible'

And you always add 'please'.

And another phrase is:'Could you put me through please?'

The receptionist says:'I'll just see if he's available', then 'hold the line please'.

But Mr Wilson isn't available, so this is what she says:

I'm sorry, Mr Wilson's in a meeting at the moment.

'In a meeting' is code for it's not convenient for him to talk at the moment'. He may be in a meeting, but he could also be out, or doing something else. Here's some phrases to practise, that can be used for this situation.

I'm sorry, he's in a meeting at the moment.

I'm sorry, he's not available at present.

I'm sorry, he's out of the office at the moment.

And here's one not to use.

I'm sorry, he's busy.

Too busy to talk to me obviously.

To say someone can't talk because they're busy, suggests that your call is not important. But the receptionist knows what to say, and to ask if there's a message.

May I take a message?

Yes, could you ask him to phone me please. My number's 23115654.

It's best to keep messages simple and to the point.

Here are a few simple phrases to use when leaving a message. Practise them with Lin.

Could you ask him to phone me please.

Could you get him to return my call please.

If he could call me back, that would be great.

Of course the important detail here is the actual phone number. It's important to pronounce each number carefully. Two three, double one, five six five four.

In America they would probably say: Two three one one, five six five four. Try saying these numbers:

04146831 oh four one four, six eight three one

9882 6776 nine double eight two, six double seven six

or nine eight eight two, six seven seven six.

And the receptionist must also make sure she has all the details correct. Here are some phrases you can use to check details.

I'm sorry, I didn't catch your name.

Could you just repeat the number please?

Could I have your number again please?

Would you mind repeating that?

When Tom Wilson returns her call, Lin answers like this...

Ah yes, Mr Wilson. Thanks for calling back.

I wanted to set up a meeting with you to discuss your requirements for next year.

Yes certainly. How about Thursday at two-thirty.

That would be fine.Okay, I look forward to seeing you then.

Thursday, 2.30. See you then.

Goodbye.

Goodbye.

First Lin thanks him for calling back. She says 'Thanks for calling back'. She could also say, 'Thank you for returning my call.' Then she states the purpose of her call, and they make the arrangements for the meeting. Because she wants the meeting, Lin lets Wilson suggest a time. This is polite, because he is the customer in this situation. Then he says 'I look forward to seeing you then.'

Again, this is a polite way of ending a conversation - as well as being a signal that there is no more to say.

Notice too, that Lin repeats the day and time of the meeting so that both people are sure about it.

Let's now just review the key phrases for phone calls when calling someone, and making an arrangement.

Repeat them with the receptionist and Lin.

Wilson & Wilson, can I help you?

I'll just see if he's available.

Would you mind holding the line?

Would you like to leave a message?

Sorry, I didn't quite catch your name.

I'd like to speak to Mr Wilson

Could you put me through to Mr Wilson?

This is Lin Chan returning your call.

Thanks for returning my call.

I look forward to seeing you then.

The key points when using the phone are to speak clearly and give essential information. Don't speak too fast, and check that the other person has understood. If not, you may need to rephrase. Use polite, formal language - these conventional phrases are signals for the other person. We need to respond in the right way, or the conversation could be quite short.

Acme Applicances, Lin Chan speaking.

This is Tom Wilson returning your call.

Ah yes, Mr Wilson. Thank you for calling me back.

That's alright. Goodbye.

Selling Your Product

Speaker A:

You are a salesperson for Red Inc. You are telephoning a client who you think might be interested in buying your new line of office supplies. Discuss the following information with your client:

-New line of office supplies including: copy-paper, pens, stationary, mouse-pads and white boards
-You know the customer hasn't ordered any new products during this past year
-Special discount of 15% for orders placed before next Monday
-Any order placed before Monday will not only receive the discount, but also have its company logo printed on the products at no extra charge

Speaker B:

You work in an office and receive a telephone call from your local office supplier. As a matter fact, you need some new office supplies so you are definitely interested in what the salesperson has to offer. Talk about the following:

-New pens, stationary and white boards
-Do they have any special offers
-You would like to place an order for 200 packages of copy paper immediately

Leaving a Message

Speaker A:

You want to speak to Ms Braun about your account with her company, W&W. If Ms Braun isn't in the office, leave the following information:

Your name
Telephone number: 347-8910 (or use your own)
Calling about changing conditions of your contract with W&W
You can be reached until 5 o'clock at the above number. If Ms Braun calls after 5 o'clock, she should call 458-2416

Speaker B:

You are a receptionist at W&W. Student A would like to speak to Ms Braun, but she is out of the office. Take a message and make sure you get the following information:

Name and telephone number - ask student A to spell the surname
Message student A would like to leave for Ms Braun
How late Ms Braun can call student A at the given telephone number

Product Information

Speaker A:

You need to purchase six new computers for your office. Call JA's Computer World and ask for the following information:

Current special offers on computers
Computer configuration (RAM, Hard Drive, CPU)
Guaranty
Possibility of discount for an order of six computers

Speaker B:

You work in at JA's Computer World answer student A's questions using the following information:

Two special offers: Multimedia Monster - with latest Pentium CPU, 256 RAM, 40 GB Hard Drive, Monitor included - $2,500 AND Office Taskmaster - cheaper CPU, 64 RAM, 10 GB Hard Drive, Monitor not included - $1,200
1 Year guaranty on all computers
Discount of 5% for orders of more than five computers

Leaving a Message

Sometimes, there may not be anyone to answer the telephone and you will need to leave a message. Follow this outline to make sure that the person who should receive your message has all the information he/she needs.

1. Introduction - - - - Hello, this is Ken. OR Hello, My name is Ken Beare (more formal).

2. State the time of day and your reason for calling - - - - - It's ten in the morning. I'm phoning (calling, ringing) to find out if ... / to see if ... / to let you know that ... / to tell you that ...

3. Make a request - - - - Could you call (ring, telephone) me back? / Would you mind ... ? /

4. Leave your telephone number - - - - My number is .... / You can reach me at .... / Call me at ...
5. Finish - - - - Thanks a lot, bye. / I'll talk to you later, bye.

Here's an example of message

Telephone: (Ring... Ring... Ring...) Hello, this is Tom. I'm afraid I'm not in at the moment. Please leave a message after the beep..... (beep)

Ken: Hello Tom, this is Ken. It's about noon and I'm calling to see if you would like to go to the Mets game on Friday. Could you call me back? You can reach me at 367-8925 until five this afternoon. I'll talk to you later, bye.

As you can see, leaving a message is pretty simple. You only need to make sure that you have stated all the most important information: Your Name, The Time, The Reason for Calling, Your Telephone Number

Requesting Travel Information

Speaker A:

Choose a city in your country. You are going to travel to this city for a business meeting over the next weekend. Telephone a travel agency and reserve the following:

Round-trip flight
Hotel room for two nights
Restaurant recommendation
Prices and departure times

Speaker B:

You work in a travel agency. Listen to student A and offer him/her the following solutions:
Round-trip flight:

Air JW $450 Coach, $790 First Class
Hotel room for two nights: Hotel City $120 a night in the downtown area, Hotel Relax $110 a night near the airport
Restaurant Recommendation: Chez Marceau - downtown - average price $70 a person

The Phrases

Telephone English - The Phrases

There are a number of phrases and idioms that are only used when telephoning. Let's first take a look at an example dialogue: Here are the most common:

Operator: Hello, Provision Corporation, How can I help you?

Peter: This is Lance Armstrong. Can I have extension 3421?

Operator: Certainly, hold on a minute, I'll put you through...

Frank: Jack Richard's office, Jack speaking.

Peter: This is Lance Armstrong calling, is Bob in?

Frank: I'm afraid he's out at the moment. Can I take a message?

Peter: Yes, Could you ask him to call me at . I need to talk to him about the Nuovo line, it's urgent.

Frank: Could you repeat the number please?

Peter: Yes, that's , and this is Lance Armstrong.

Frank: Thank you Mr Armstrong, I'll make sure Bob gets this asap.

Peter: Thanks, bye.

Frank: Bye.

As you can see, the language is rather informal and there are some important differences to everyday English. Look at the chart below for key language and phrases used in telephone English.

Introducing yourself

This is Ken.

Ken speaking

Asking who is on the telephone

Excuse me, who is this?

Can I ask who is calling, please?

Asking for Someone

Can I have extension 321? (extensions are internal numbers at a company)

Could I speak to...? (Can I - more informal / May I - more formal)

Is Jack in? (informal idiom meaning: Is Jack in the office?

Connecting Someone

I'll put you through (put through - phrasal verb meaning 'connect')

Can you hold the line?

Can you hold on a moment?

How to reply when someone is not available

I'm afraid ... is not available at the moment

The line is busy... (when the extension requested is being used)

Mr Jackson isn't in...

Mr Jackson is out at the moment...

Taking a Message

Could (Can, May)

I take a message?

Could (Can, May) I tell him who is calling?

Would you like to leave a message?

Telephone Conversation

A: Hello. TVS Computers. Samantha speaking. How can I help you?

B: Good Morning. Could I speak to your customer services department, please?

A: Certainly, who's calling?

B: This is Keith Jones.

A: [pause] I'm afraid the line's busy at the moment. Will you hold?

B: Yes, please.