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Telephone In Business & Daily Life
Telephone In Business & Daily Life
By Natasha Cooper
Narrated by native speakers of American English
With this book and 2 audio CDs you will:
• Understand Americans and be understood
• Impress people with 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 … and more
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This is English only edition
See English-Russian edition
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TABLE OF CONTENTS
1. ANSWERING THE TELEPHONE
How to make a good impression
Answering telephone at home
Answering telephone at work
Getting through to the right person
Inquiring who is calling
If the person is not available
Offering to take a message
Offering to help
Making a suggestion
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2. GETTING THE WRONG NUMBER
If you dial the wrong number
If others dial your number by mistake
Pointing out a mistake. Giving explanations
Apologizing. Admitting a mistake
Accepting an apology
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3. 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
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4. OUTGOING MESSAGES
Effective voice messaging
Outgoing messages for home
Outgoing messages for work
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5. 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
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6. PUTTING THE CALLER ON HOLD
Asking permission to put the 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
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7. TAKING A CALL AT A BAD TIME
Etiquette for “bad time” calls
Indicating that you cannot talk
Setting time limits
Suggesting a better time
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8. 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
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9. LEAVING MESSAGES
Verbal spelling guide
Tips on leaving messages
Stating the purpose of the call
Requesting a callback
Leaving contact information
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10. 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
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11. ENDING AN ENDLESS CALL
Tips on ending an endless call
Setting time limits on a call
Using an excuse to wrap up the call
Using a more direct closure
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