Unit 2 getting through

A Phoning Scenario

You want to phone someone in a company. You pick up the phone. You hear the dialling tone and dial the number on the keypad. You don't know the person's direct line number, so you dial the number of the company's switchboard. One of these things happens:

a The number rings but no one answers.

b You hear the engaged tone (BrE) / busy tone (AmE) because the other person is already talking on the phone. You hang up and try again later.

c You get through, but not to the number you wanted. The person who answers says you've got the wrong number.

d The operator answers. You ask for the extension of the person you want to speak to.

e You are put through to the wrong extension. The person offers to transfer you to the right extension, but you are cut off – the call ends.

f The person you want to speak to is not at their desk and you leave a message on their voicemail. You ask them to call you back or to return your call.

B Asking to Speak to Someone 1

Telephoning	Answering a call
	Identifying your company/department Good morning. Lake Technology. Asking about a purpose (How) Can I help you? What can I do for you? How can I help you? Who would you like to speak to?
Asking for connection I’d like to speak to… Could/Can/May I speak to… Could you put me through to… (extension 123), please? Can I have extension 123, please? Extension 123, please. 123, please. James Cassidy in Sales, please.
Identifying yourself Good morning. Bob Adams (speaking). Its /This is Bob Adams (here). NOT I am Bob Adams. Hello, this is Paul Smith from Speakwell International.	Identifying the caller Who’s calling/speaking, please? I’m sorry, could I have your name (again), please? Could you spell that (for me), please?
	Connecting One moment, please. I’ll check if he/she is in the office. Hold on. I’m putting you through (to his/her department). Just a moment, please. I’ll put you through. Just a sec. I'll get him. (informal) Hang on one second. (informal) The extension/line is ringing for you. Sorry to keep you waiting.
Problems I phoned a moment ago, but I was cut off.	Apologies I'm afraid the line's/extension's busy/ engaged. I'm sorry, but there's no reply. I think you've got the wrong extension. I'll try and transfer you.
Connecting I’ll hold. I’ll call back later.	Connecting One moment, please. I'm putting you through. Do you want to hold or would you like to call back later?
Requesting information I’d like some information about… I'm calling to find out... I'd like to ask... I'd like to know.../ I need to know... Could you tell me... I'd like to speak to someone about... May I talk to someone about...? Do you know what I have to do? Is there someone you could connect me to? (who could answer the question) Who should I contact for this information? I just called them and they told me to call you.

TIP: Always say "please" at the end and not "Could you please put me through to Mr. Jones", this way sounds more like an order and not a request. "Please, could you put me through to Mr. Jones" is also wrong.

C Voicemail

If the person you want to speak to is not there, you may hear this:

• You're through to the voicemail of James Cassidy. I'm not at my desk right now, but if you leave a message, I'll get right back to you. To leave a message, press 1. To speak to the operator, please hold.

After you leave your message, you may hear this:

• To listen to your message, press 2.

After you listen to your message, you may hear this:

• If you'd like to change your message, press 3. If you'd like to erase your message, press 4. Otherwise, please hang up.

Note: If you adopt the following techniques, at least the caller’s first impression of you and your organization will be reasonable! Assuming the caller is from outside:

1. Say “Good morning” or “Good afternoon”.

2. Give the name of your organization or department (or your telephone/extension number), followed by your name.

3. “Can I help you?” is often useful at this point. E.g.:

“Good morning. Sales Department. Sheila Jones speaking. Can I help you?”

Make sure there is a note-pad handy at all times!