Business English
Effective Telephoning (Part II)
Effective Telephoning (Part II)
1. Making Arrangements
Cathy: Good afternoon, Sunland Tech Systems.
Earl: Good afternoon. Could I speak to Petra Landers?
C: I’m afraid Ms Landers isn’t here today. Can I help you?
E: Is that Cathy?
C: Yes.
E: Hello, Cathy. This is Earl Branson.
C: Oh, hello Earl. How are you?
E: I’m fine thanks. Er… I got a message from Petra on my answerphone, asking me to contact her about a meeting…
C: Ah, yes, Petra told me about it. Can you make it on Monday or Tuesday?
E: Well, I’m afraid I’m not free on Monday or Tuesday morning, but Tuesday afternoon would be OK.
C: I see. Would two fifteen suit you?
E: Yes, that would be fine.
C: Good. Then let’s make a provisional appointment for two fifteen... That’s Tuesday, the third, right? But I need to check the time with Ian and Petra. Could I ring you back to confirm that?
E: Yes, of course. Speak to you later then. Goodbye, Cathy.
C: Thanks Earl. Goodbye.
2. Follow the structure when making arrangements
Caller (Brindle Associates) / Called person (Merlin Datasoft)“Merlin Datasoft, good morning”
Greeting.
Introduce yourself.
Check name.
Correct/confirm.
Offer to help.
Ask for appointment with Mr Parks.
Ask what it’s about.
Explain that you want to discuss European marketing project.
Acknowledge—ask when would be a good time.
Suggest next week. / Reject. Mr Parks is away.
Suggest beginning of next month.
Agree.
Suggest Monday 4th. / Reject. On Monday, Mr Parks is busy all day.
Suggest Tuesday.
Agree. Suggest 10:00 a.m.
Agree—ask for fax to confirm.
Offer to book hotel.
Agree to fax—hotel booking is not necessary.
Signal end of call.
End call/thanks/refer to fax, etc.
End call.
3. Language focus: Making arrangements
Can you make it on Monday or Tuesday?
Would two fifteen suit you?
I’m afraid I’m not free on Monday morning, but Tuesday afternoon would be OK.
Yes, that would be fine.
Then let's make a provisional appointment for two fifteen. That’s Tuesday, the third, right?
Could I ring back to confirm?
4. Making arrangements: Key words
Fix = Arrange
Manage = Able to do
Shift = Change, move
Suit = Be convenient
Ideal = Perfect
5. Changing arrangements
Earl: Hello, Earl Branson speaking.
Cathy: Hello, Earl. It’s Cathy again. I’m phoning about the meeting next week. I’m sorry, but Ian isn’t available at the time we arranged, he’s got another appointment. But he’s free later on. Would four o’clock be possible for you?
E: So, that’s four o’clock instead of two fifteen?
C: Yes. Is that time convenient for you?
E: Yes, that’s fine.
C: Oh, good. So, we look forward to seeing you next Tuesday, then. Goodbye, Earl.
6. Language focus: Changing arrangements
I’m sorry, but he’s not available at the time we arranged. Could you possibly move the meeting to four o’clock?
I’m afraid I won’t be able to meet on Tuesday after all. Can we arrange another
time?
My plane may not arrive on time so I would like to move the meeting to a couple of hours later, is that possible for you?
7. Language focus: Ending a call
I’m afraid I have another meeting starting. Thanks for calling.
I think that covers everything. Is there anything else?
I’m sorry, we will have to leave it there.
Thank you for your help.
I look forward to seeing you soon.
I’ll get back to you.
Have a good weekend/trip/holiday.
8. Language focus: Confirming arrangements
Can I check that? You said…
All right, then. We’ll see you on the 18th at 9 sharp.
Very good. I have you down for 5 o’clock at the Paris campus.
No problems then with 12 noon. See you then.
9. Some phrasal verbs commonly used on the phone or when making arrangements.
PHRASAL VERB / DEFINITIONto be tied up / to be busy
to pencil in / to make note of a provisional appointment
to get through / to be connected
to look something up / to search and find information (dictionary, database, reference book)
to get back to / to ring the person again with some information
to put someone through / to connect the call for someone
to drop someone a line / to contact someone in an informal manner
to get together / to meet
10. Phrasal verbs in use on the phone and when making arrangements
I’m afraid Mr Jameson is tied up at the moment.
I’ll have to get back to you about that. I don’t have my files with me right now.
We should get together soon and discuss the report.
Hold on just a moment. I’ll look that number up for you.
Well, in the meantime we’ll just pencil in Friday, the 6th of March, okay?
11. Solving problems on the phone
Sample dialogue
Terry: Hello, Sales Department.
Laura: Hello, my name’s Laura Douglas. I’m ringing from Torston Engineering in Sweden.
T: How can I help you, Laura?
L: Well, the problem concerns a printer order. Let me give you the order number—it’s YH8373. It’s for twenty printers. The problem is that only fifteen have arrived.
T: Really? I’m surprised to hear that.
L: Well, I’m afraid it’s the second time we have received an incomplete delivery and nobody told us there would only be fifteen.
T: Well, no, I think it was probably an administration mistake.
L: Yes, I’m sure. Now, we need the other three printers urgently. Delays are causing us big problems with customers.
T: Okay, um, at the moment we have some stock problems.
L: Well, can you give me a delivery date—it’s very urgent.
T: Right—let me see. We can promise you a despatch next Thursday.
L: No, I’m sorry, that’s not good enough. We need despatch now.
T: I’m very sorry—that’s not possible. But we’ll despatch on Thursday, I assure you.
L: Well, will you please send a fax to confirm that.
T: Certainly. And I do apologise for the problem.
L: Right, goodbye for now.
T: Goodbye.
12. Language focus: Solving problems on the phone 1
Explaining the problem:
There seems to be…
We haven’t received…
The … doesn’t work.
The quality of the work is below standard/unacceptable.
The specifications are not in accordance with our order.
13. Language focus: Solving problems on the phone 2
Referring to previous problems:
It’s not the first time we’ve had this problem.
This is the (third) time this has happened.
Three months ago…
We had a meeting about this and you assured us that…
14. Language focus: Solving problems on the phone 3
Threatening
If the problem is not resolved…
we’ll have to reconsider our position.
We’ll have to renegotiate the contract.
We'll have to contact other suppliers.
The consequences could be very serious.
15. Handling complaints on the phone 1
If you receive a complaint:
· consider your company’s reputation
· express surprise
· ask for details
· suggest action
· promise to investigate
· make reasonable suggestions, offers to help.
16. Handling complaints on the phone 2
Consider your customer and:
· show polite understanding
· use active listening
· reassure customer.
17. Language focus: Handling complaints on the phone
Asking for details:
Could you tell me exactly what … ?
Can you tell me … ?
What’s the … ?
Apologizing:
I’m very sorry about the problem/delay/mistake…
I’m sorry to hear that.
Denying an accusation
I’m afraid that can’t be true.
I’m afraid that’s not quite right.
I’m sorry but I think you’re mistaken.
No, I don’t think that can be right.
18. Making complaints on the phone
If you make a complaint:
· prepare for the call
· be sure of the facts
· have documentation available
· decide what you require to resolve the problem—at least partially—or completely.
19. Who is to blame?
Ask yourself the following questions before making a complaint:
· Who is responsible?
· Are you talking to the right person?
· Were you partly responsible for arrangements which went wrong, e.g. transport?
· Was your order or your specifications correct?
· Does responsibility actually lie elsewhere, i.e., with a third party?
20. Not getting what you want
If you do not get what you want:
· keep control—state what you need calmly.
· Ask yourself: do I need to continue to do business with the company or other side?
If you do, keep a good relationship.
· express disappointment—not anger
· don’t use threats—unless you have to!
21. The structure of a phone call
Beginning
· introduce yourself
· get who you want
· small talk
· state problem/reason for call
Middle
· ask questions
· get/give information
· confirm information
End
· signal end
· thank other person
· small talk
· refer to next contact
· close call
· check that there is nothing else to say
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