American English for Speakers of Other Languages. Power English: what to say and how to say it series.
Telephone in Business and Daily Life. ESL Business Communication and Telephone Skills. Phrases, dialogues, phone etiquette.

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With this book and 2 audio CDs you will be able to:

- Understand Americans and be understood on the phone
- Impress people with your excellent telephone manners
- Always get through to the right person
- Get people to return your calls
- Build relationships
- Influence people and get results on the phone
- Provide excellent Customer Service


The Telephone in Business and Daily Life
By Natasha Cooper
 

ANSWERING THE TELEPHONE
How to make a good impression -telephoning tips
Answering telephone at home
Answering telephone at work
Getting through to the right person
Inquiring who is calling
Explaining that the person is not available
Offering to take a message
Offering to help. Making a suggestion

GETTING THE WRONG NUMBER
If you dial the wrong number
If others dial your number by mistake
Pointing out a mistake. Giving explanations.
Apologizing.
Accepting an apology

TAKING MESSAGES
Tips on effective message taking
Inquiring about the purpose of the call
Asking to repeat
Clarifying spelling
Asking for additional information
Double-checking information
Promising to pass on the message

RECORDING AN OUTGOING MESSAGE
How to make voice messaging work effectively
Outgoing messages for home
Outgoing messages for work

RETURNING CALLS
When you return calls
When others return your calls
When others do not return your calls
Talking to a receptionist
Apologizing for a delay
Explaining the reason for persistence
Expressing regret
Expressing expectation
Thanking for calling

PUTTING THE CALLER ON HOLD
Asking permission to put a caller on hold
Offering options
Explaining circumstances
Estimating the waiting time
Offering to call back
Checking back with the caller
Thanking the caller for waiting
Apologizing for a long hold

TAKING A CALL AT A BAD TIME
Tips on handling calls coming at a bad time
Indicating that you cannot talk
Setting time limits
Suggesting a better time

CALLING OTHERS AT A BAD TIME
Apologizing for the inconvenience
Explaining the reason for urgency
Saying how much time you need
Asking if your contact can talk to you
Rescheduling the call

LEAVING MESSAGES
Verbal spelling guide.
Tips on leaving messages
Stating the purpose of the call
Requesting a callback
Leaving contact information

CLOSING A TELEPHONE CALL
How to close a call tactfully
Summarizing the сall or decision
Pre-closing the call.
Thanking your party
Responding to gratitude

ENDING AN ENDLESS CALL
Tips on ending an endless call
Setting time limits on a call
Using an excuse to wrap up the conversation
Using a more direct closure
 

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