Unit 3 Could I leave a message? Language Checklist Skills Checklist Telephoning (1) Telephoning: Preparation for a call Introducing yourself Reading — background information Good morning, Aristo. Desk preparation Hello, this is Hello, my name's from .... calling from ... Saying who you want I'd like to speak to ..., please. Could I have the ... Department, please? Is... there, please Saying someone is not available P'm sorry he/she's not available ... Sorry, he/she’s away / not in / in a meeting / in Milan. Leaving and taking messages Could you give him/her a message? Can I leave him/her a message? Please tell him/her ... Please ask him/her to ring me on ... Can [take a message? Would you like to leave a message? If you give me your number I'll ask him/her to call you later. Offering to help in other ways Can anyone else help you? Can I help you perhaps? Would you like to speak to his assistant? Shall I ask him to call you back? Asking for repetition Sorry, I didn't catch (your name / your number / your company name / etc.) Sorry, could you repeat your (name, number, ete Sorry, I didn't hear that. Sorry, I didn't understand that. Could you spell (that / your name), please. Acknowledging repetition ‘Okay, I’ve got that now. (Mr Kyoto.) I understand. I see, thank you, Have the following available: + relevant documentation / notes + correspondence received + computer files on screen + pen and paper + diary. Check time available How much time do you need? How much time do you have? Objectives Who do you want to speak to? In ease of non-availability, have an alternative strategy: + call back / be called back ~ when? «+ leave a message + speak to someone else + write or fax information. Do you want to: + find out information? + give information? Introduction Do you need to refer to: + a previous call? + aletter, order, invoice or fax? + someone else (who?) + an event (what? when?) Prediction What do you expect the other person to say / ask you? How will you respond? Language Key phrases (see Language Checklist) Pronunciation SpellingUnit 4 Good to hear from you again! Language Checklist Telephoning (2) Stating reason for a call I'm ringing to Td like to I need some information about ... Making arrangements Could we meet some time next month? When would be a good time? Would Thursday at 5 o'clock suit you? What about July 21st? ‘That would be fine. No, sorry, I can’t make it then. Sorry, I'm too busy next week. Changing arrangements We've an appointment for next month, but... T’mafraid I can’t come on that day. Could we fix an alternative? Confirming information So. Can I check that? You said ‘To confirm that Can you / Can I confirm that by fax? Ending a call Right. think that’s all ‘Thanks very much for your help. Do call if you need anything else. Took forward to ... seeing you / your call / your letter / your fax / our meeting. Goodbye and thanks. Bye for now. Skills Checklist Telephoning (2) Voice + speed + clarity + volume Structure + background information + key information «+ repetition, emphasis and confirmation + possible confirmation by fax Style + formal / informal + cold call / new contact / established contact + in-company vs. customer supplier outside agent colleague / friend / business associate / public company image Structure of a 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’s nothing else to sayUnits Language Checklist Telephoning (3) Stating reason for the call T'm ringing about ... Unfortunately, there's a problem with ... I'm ringing to complain about ... Explaining the problem ‘There seems to be We haven't received ‘The ... doesn’t work. ‘The quality of the work is below standard. ‘The specifications are not in accordance with our order. 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 ... Threatening If the problem is not resolved .. we'll have to reconsider our position. we'll have to renegotiate the contract. we'll contact other suppliers. the consequences could be very serious. Handling complaints and other problems Asking for details Could you tell me exactly what ... ? Can you tell me ... 2 What's the... ? Apologising I'm sorry to hear that. I'm very sorry about the problem / delay / mistake ... Denying an accusation No, I don’t think that can be right. I'm sorry but I think you're mistaken, P'm afraid that’s not quite right. I'm afraid that can’t be true. Unfortunately there’s a problem Skills Checklist Telephoning (3) 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. Consider your customer and: «+ show polite understanding + use active listening + reassure customer. Ifyou 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. Who is to blame? Who is responsible? Are you talking to the right person? Was your order or your specifications correct? Were you partly responsible for arrangements which went wrong, e.g. transport? Does responsibility actually lie elsewhere, ie. with a third party? If you do not get what you want: + keep control ~ state what you need calmly + do you need to continue to do business. with the other side? + if you do, keep a good relationship express disappointment — not anger + don’t use threats ~ unless you have to!@ Dialogues 1