Telephoning eBook

© 2010 All rights reserved: businessenglishpod.com

Business English for Telephoning A Business English course for communicating effectively on the phone

1st Edition

Written by James Moss, Joanne Mason and John-Paul Baker Audio produced & recorded by Paul Meredith Online activities by James Moss and Chris Wacker

Copyright 2010 Business English Pod Ltd. All rights reserved. No part of this book may be used or reproduced without written permission, except in the case of brief quotations embodied in critical articles or reviews.

© 2010 All rights reserved: businessenglishpod.com

Business English for Telephoning 1st Edition

Table of Contents (Click a unit title to jump to the start of that unit) 1.

Unit 501 - Answering the Phone

pg 5 - 13

2.

Unit 502 - Taking a Message

pg 14 - 21

3.

Unit 503 - Leaving a Voicemail Message

pg 22 - 28

4.

Unit 504 - Making an Appointment

pg 29 - 39

5.

Unit 505 - Discussing Travel Arrangements

pg 40 - 50

6.

Unit 506 - Checking on an Order

pg 51 - 61

7.

Unit 507 - Dealing with Customers (Part 1)

pg 62 - 70

8.

Unit 508 - Dealing with Customers (Part 2)

pg 71 - 80

9.

Unit 509 - Handling Sales Calls

pg 81 - 90

10.

Unit 510 – Handling a Problem on the Phone

pg 91 - 100

11.

Unit 511 - Dealing with an Angry Caller (Part 1)

pg 101 - 109

12.

Unit 512 - Dealing with an Angry Caller (Part 2)

pg 110 - 120

13.

Example Phrases by Function

14.

Audio & Online Activities (Click here to go to the webpage)

© 2010 All rights reserved: businessenglishpod.com

Business English for Telephoning This is an e-book brought to you by Business English Pod, the leading provider of on-demand audio and study tools for Business English communication skills, available on the Web at www.businessenglishpod.com. Talking on the telephone has become an extremely important part of business. You need to be able to answer a call professionally and create a good image of yourself and your company with only your voice. You also need to be able to take a message. Having effective telephone skills leaves a good impression on your customers, clients, colleagues and boss. People are busy, so you want to be very clear, polite and organized. Business English for Telephoning is targeted for intermediate learners at or around the Common European Framework (CEF) level B2. This corresponds to a BULATS score of 3 or higher or an IELTS score of 5 or higher. The materials are designed, however, to be useful to students at a variety of levels: Intermediate learners will focus initially on language development whereas upper-intermediate and more advanced learners can zoom in on skills development, high-level vocabulary, fluency, confidence and enhancement of overall professionalism. Business English for Telephoning is published by Business English Pod, Ltd., copyright 2010, all rights reserved.

What’s Included? All Business English Pod e-books come with a variety of study resources to provide learners with maximum flexibility and value. You can access and download all the materials for this e-book on this webpage: www.businessenglishpod.com/ebooks/business-english-telephoning/ Each e-book includes the following resources:

Podcasts

Study Notes

MP3 lessons you can download to your computer, MP3 player or mobile phone.

PDF lesson transcripts with extra vocabulary and language exercises.

PhraseCasts

Online Activities

Compact MP3’s featuring the dialog, phrases and speaking practice.

Interactive Flash quizzes, transcripts, exercises and flashcards.

© 2010 All rights reserved: businessenglishpod.com

businessenglishpod Unit 501 - Answering a Call You’re listening to Business English for Telephoning, an eBook brought to you by www.BusinessEnglishPod.com. In this eBook, we’ll look at essential language for many types of business calls, including speaking with customers, making arrangements, dealing with problems and handling angry callers. For our first lesson, we’re going to look at one the most important telephone skills: answering a call. This is something we all do, but we don’t all do well. We’ll begin by looking at a bad example of answering a call and taking a message. We’ll discuss why it’s a bad example, and then we’ll go into a good example of answering a call. I’m sure you’ll see a clear difference. Before we listen, let’s talk a bit about the basics of handling a call. Our tone of voice needs to be pleasant and positive. We don’t want to make people feel like they are bothering us. Some people try smiling when they speak even though the other person can’t see them. This trick helps you to maintain a good tone. Second, we should always be prepared. Whether you’re receiving or making a call, you need to be ready. We also need to make it clear from the beginning who the person is talking to. This means identifying ourselves and our company. From there, we need to lead the conversation and find out how we can help the caller. The caller should not have to ask for help. And finally, we need to remember that listening is half of a conversation. We need to listen and respond to what the other person is saying. For our bad example, we’ll listen as Justin, an employee with Trivesco, calls a shipping company called Daneline. Justin is hoping to speak with Sylvie Petersen, but it is a receptionist named Amy who answers the phone. Listening Questions – Bad Example 1. How would you describe Amy’s attitude?

2. Does Justin seem prepared?

© 2010 All rights reserved: businessenglishpod.com

5

Telephoning Vocabulary just a second: we say “just a second” when we want someone to wait for a very short time; “Oh, you need a password for the wireless network? Just a second… I’ll find it.” go ahead: begin; when we tell someone to “go ahead,” we are saying that he or she can start or do something; “When Tom asked whether he could organize the filing cabinets, I told him to go ahead.” let’s see: “let’s see” is an empty expression we use when we are thinking about what to say next or when we are looking for information; “So, your annual vacation time will be… let’s see… three weeks.” schedule: an organized list of events or activities; “According to this conference schedule, we’ll take a break for lunch at 12:30.” handy: conveniently near or within reach; “At networking events, you should always have a stack of business cards handy.” omit: to leave out or not include; “The editor suggested omitting the last paragraph of the report because it didn’t add any new information.” on hold: if we put someone “on hold” during a phone call, we silence the call temporarily while we do something else or take another call; “The receptionist put me on hold for 10 minutes while she looked for my file.”

Bad Example Amy: Hello. Justin: Hi. Who’s this? Amy: Amy. Justin: Is this Daneline? Amy: Yes. What can I do for you? Justin: Hi… Yes. Just a second here. Uh huh. There it is. May I speak to Sylvie Petersen? Amy: Sylvie! Sorry, she’s not here. Justin: Can I leave a message? Amy: Sure. Go ahead. Justin: Uh. Let’s see. My name is Justin Thomas. I’m with Trivesco. It’s about the construction schedule for 2008. And my number is… wait a second… 390-9292107. Amy: Sorry could you say that again? I’m looking for a pen. Justin: Which part? Amy: All of it. Okay. What’s your name?

© 2010 All rights reserved: businessenglishpod.com

6

businessenglishpod Bad Example Debrief This is not the way that a business telephone call should usually go. Neither Amy or Justin did a very good job, did they? So what exactly is the problem? We know the basics of what makes a good call, so what is wrong with Amy and Justin? Amy: Hello. Justin: Hi. Who’s this? Amy: Amy. Justin: Is this Daneline? Amy: Yes. What can I do for you? Let’s begin with how Amy answers the phone. She simply says, “hello.” That may be what you say when you answer your telephone at home, but it’s not okay in a business setting. Amy doesn’t say her name or her company’s name. She also doesn’t ask how she can help the caller. And listen to her voice. Is it pleasant? Does it make the caller feel good about the interaction? Think about the impression this makes. Justin has to ask who is answering the call and make sure that it is actually the right company. Remember, the person who answers the phone should make it clear who the person is calling. Finally Amy asks the caller what she can do. Justin: Hi… Yes. Just a second here. Uh huh. There it is. May I speak to Sylvie Petersen? Amy: Sylvie! Sorry, she’s not here. Justin: Can I leave a message? Justin needs to work on his skills as well. He’s really not prepared for this call and has to take a moment to figure out who he actually wants to speak with. Of course, Amy should put Justin on hold while she looks for Sylvie Petersen. But she doesn’t. She just puts the phone down and calls out “Sylvie!” Again, this is something that might happen at home but should definitely not happen at work. Notice too that it is Justin who asks if he can leave a message. That’s something Amy should have asked. And how does she handle it? Amy: Sure. Go ahead. Justin: Uh. Let’s see. My name is Justin Thomas. I’m with Trivesco. It’s about the construction schedule for 2008. And my number is… wait a second… 390-9292107. Amy: Sorry could you say that again? I’m looking for a pen. Neither speaker is really prepared. Justin’s not sure of his own number, and Amy doesn’t have a pen handy, even though she told Justin to go ahead with his message. Amy really needs to be better prepared and be a better listener.

© 2010 All rights reserved: businessenglishpod.com

7

Telephoning Good Example Now, let’s leave the bad example behind. You have seen quite clearly what we should not do. We’ll listen to a good example of answering a call. This time we’ll hear Mark Rand, who has replaced Justin. Mark is calling Daneline, and Amy has obviously received some telephone training. As you listen, try to answer these questions: 1. What information does Amy include in her first sentence? 2. How does Mark Rand introduce himself?

Good Example Dialog Amy: Hello, Daneline, this is Amy. How can I help you? Mark: Hi, Amy. My name is Mark Rand. I’m calling for Sylvie Petersen. Amy: Just a moment please. Mark: All right. Amy: Thanks for holding.

Debrief This sounds a lot different from the bad example, doesn’t it? Mark and Amy accomplish as much in two lines as Justin and Amy did in six. First, Amy answered the phone very professionally. Amy: Hello, Daneline, this is Amy. How can I help you? In this simple sentence, Amy has included the four important parts of answering the phone: the greeting, her company name, her name, and an offer of help. The greeting doesn’t always have to be “hello.” There are several other things you can say: • • • • •

Hello Hi Good morning Good afternoon Good day

“Hi” is slightly more informal than the others, but it is still acceptable in some contexts. Second, you should say the name of your company. It’s not really necessary to say “This is” before the name. Just the name is enough. You may also want to identify your department. For example, you can say “sales department,” or just “sales.”

© 2010 All rights reserved: businessenglishpod.com

8

businessenglishpod Next, say your name. Amy says “this is Amy.” Notice that she doesn’t say “I am Amy,” which is never used on the telephone. And remember that we don’t say “this is” in other situations, like when we’re answering a door or introducing ourselves face-to-face. How else can we say our name on the telephone? • • •

My name is Sebastien. This is Ray Turner. Pat here.

Finally, you should make an offer to help, like this: • •

How can I help you? What can I do for you?

These are the four parts of a standard telephone greeting in North America. In some situations, we might omit certain parts, or leave them out. For example, if we know that it is an internal call – I mean from inside your own company – then you might just say your name and department. Still, many companies expect the four-part greeting at all times. And if you’re not sure whether the call is external or internal, remember that it’s always better to be too formal than too informal. Why don’t we practice this four-part greeting. You will hear a prompt. Use the ideas in the prompt to practice the four-part greeting. Prompt: morning / Dave / Dixon Construction / help Learner:

Answer: Good morning. This is Dave at Dixon Construction. How can I help you? Okay, what happens after Amy answers the phone? Mark: Hi, Amy. My name is Mark Rand. I’m calling for Sylvie Petersen. Mark starts with a very nice personal greeting for Amy. Then he gives his own name. If you are the caller and you know the person you are calling, you can use “this is.” But if we’ve never met before, it’s best to us “My name is…” for your introduction. In this case, you could also mention the company you work for, but it’s not necessary. Mark then states the purpose of his call. He wants to talk to Sylvie Petersen, and he uses the expression “I’m calling for…”

© 2010 All rights reserved: businessenglishpod.com

9

Telephoning What are some of the other ways that we can ask for a person on the telephone? • • •

May I speak to Benedict Struck? Is Arnold there? Yes, I’m calling to speak to Ravi Montero.

Now, Amy needs to check whether Sylvie is available, and to do this she puts Mark on hold. Amy: Just a moment please. Mark: All right. There are a couple of other ways Amy could have done this:  

Could you hold please? Would you mind holding please?

Don’t forget to actually listen for the caller’s answer when you ask if the person can hold. Mark says “all right” and waits to find out whether Sylvie is in. And you’ll have to wait as well! To finish of today’s lesson, let’s practice some useful vocabulary. You’ll hear a series of sentences with a word replaced with a beep. Repeat the whole sentence, saying the missing word. For example, if you hear: Example cue: I’ll check my to see if I am busy on Friday morning. You can say: Example answer: I’ll check my schedule to see if I am busy on Friday morning. After each response, we’ll play the correct answer. Let’s begin. Cue 1: The instructor told us to the last chapter, which was out-ofdate. Learner: Cue 2: Mr. Collins told me to ahead and start counting inventory. Learner: Cue 3: I asked Jackson for a calculator because he always has one . Learner: Cue 4: Tammy put the caller on while she talked to her manager. Learner:

© 2010 All rights reserved: businessenglishpod.com

10

businessenglishpod Answer 1: The instructor told us to omit the last chapter, which was out-ofdate. Answer 2: Mr. Collins told me to go ahead and start counting inventory. Answer 3: I asked Jackson for a calculator because he always has one handy. Answer 4: Tammy put the caller on hold while she talked to her manager. We’ve reached the end of this episode, the first of our two-part review of one of our most popular and important podcasts. We’ve looked at how to answer a call – and make a call – effectively and professionally. We’ve also seen how not to handle a call. In our next episode, we’ll hear the rest of the conversation between Mark and Amy and see how to take and leave a message. It’s a lesson that you just can’t miss. Thanks for listening, and see you next time!

© 2010 All rights reserved: businessenglishpod.com

11

Telephoning Language Review A. Answering the Phone Rearrange the jumbled phrases below to make suitable ways to answer the phone.

1. Olga hello how you may speaking I Computer Solutions help

2. hear International Computers Hello is Peter you what can I for this do

3. Dave Dixon Construction is good this morning help at I you how can

4. afternoon with this what is can I for you Ray Turner do good Bradbury’s

B. Vocabulary Fill in the blanks with words from the box below. Be sure to put any verbs in the right tense. schedule

omit

ahead

handy

second

hold

1. I have to make a quick phone call, so I’ll be just a _______ . 2. If you want to go _______ with your plan, I think you should check with management first. 3. According to the conference _______ , we break for lunch at 12:30. 4. At networking events, you should always have a stack of business cards _______. 5. The editor suggested _______ the last paragraph of the report because it didn’t add any new information. 6. The receptionist put me on _______ for 10 minutes while she looked for my file.

© 2010 All rights reserved: businessenglishpod.com

12

businessenglishpod Answers Listening Questions Band Example: 1. Amy sounds bored and disinterested. Her flat tone of voice doesn’t help either. 2. It is pretty obvious that Justin has not prepared for the call as he doesn’t even remember who he is calling for. Good Example: 1. Amy includes a greeting, the company name, her name and an offer to help. 2. Mark greets Amy, and then states his own name and the reason he’s calling. A. Answering the Phone 1. Hello, Computer Solutions. Olga speaking. How may I help you? 2. Hello, this is International Computers. Peter hear. What can I do for you? 3. Good morning. This is Dave at Dixon Construction. How can I help you? 4. Good afternoon. This is Ray Turner with Bradbury’s. What can I do for you? B. Vocabulary 1. I have to make a quick phone call, so I’ll be just a second. 2. If you want to go ahead with your plan, I think you should check with management first. 3. According to the conference schedule, we break for lunch at 12:30. 4. At networking events, you should always have a stack of business cards handy. 5. Sam suggested omitting the last paragraph of the report because it didn’t add any new information. 6. The receptionist put me on hold for 10 minutes while she looked for my file.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

13

Telephoning

Unit 502 – Taking a Message Welcome back to Business English Pod. My name’s Edwin and I’ll be your host for this episode, the second part of our look at answering the phone and taking a message. In this lesson we’ll focus on taking a message. In our last lesson, we looked at answering a call effectively. We heard an example of poor telephone skills and started in on a dialog that demonstrated good telephone skills. In this lesson, we’re going to continue with that dialog and look at how to take a message. We’ll look at ways to ask someone to leave a message, information that should be included in a message, and how to offer help. You will also learn how to acknowledge, check back and confirm information that a caller gives you. Now, let’s rejoin Mark, who works for a company called Trivesco. He is calling a shipping company, Daneline, hoping to speak with someone named Sylvie Petersen. Sylvie is not there, so Mark has to leave a message with Amy, the receptionist. As you listen, try to answer these questions: 1. How does the tone of Amy’s voice sound?

2. What information does Mark include in his message?

3. How does Amy make sure she has Mark’s phone number correct?

© 2010 All rights reserved: businessenglishpod.com

14

businessenglishpod Vocabulary to be in/out: when we say that someone “is in,” it means he or she is present, either at home or at the office; if we say someone “is out,” it means the person is not present; “I tried calling Earl, but he wasn’t in.” with a company: if you are “with” a company, it means you work for that company; “Good morning. My name is Trevor and I’m with Allied Distributing.” to reach someone: to contact someone; “If you can’t reach me by phone, try sending me an email.” to get something: to understand something; “I’m sorry, but I didn’t get what you were trying to say at the end of your presentation.” to ring someone: to call someone on the telephone, in British English; “Ring me when you arrive in Manchester and I’ll come to pick you up at the airport.” to schedule: to arrange a meeting, appointment, or event for a certain day and time; “I told my receptionist not to schedule anything on Friday morning because I have a doctor’s appointment.”

Dialog Amy: Hello, Daneline, this is Amy. How can I help you? Mark: Hi, Amy. My name is Mark Rand. I’m calling for Sylvie Petersen. Amy: Just a moment please. Mark: All right. Amy: Thanks for holding. Sorry, Sylvie’s not in right now. Would you like to leave a message? Mark: Yes. Please tell her that Mark Rand with Trivesco called. I’d like to talk to her about the construction schedule for 2008. Amy: Construction schedule for 2008. Of course Mr. Rand. Where can she reach you? Mark: I’m out of the office at the moment, so please have her call me on my cell phone: 390-929-1914. Amy: All right. That’s 390-929-1940. Is that right? Mark: No sorry. Instead of 1940 it should be 1914, one-four. Amy: Nineteen-fourteen, one-four. Got that. Can I do anything else for you Mr. Rand? Mark: No, thank you. Amy: You’re welcome. Mark: Bye now. Amy: Bye.

© 2010 All rights reserved: businessenglishpod.com

15

Telephoning Debrief Now let’s go through this dialog in more detail. In our last episode, we talked about how Amy answers the phone. Today we’re going to focus on how she takes a message. Amy: Thanks for holding. Sorry, Sylvie’s not in right now. Would you like to leave a message? Amy shows us that it’s important to thank the caller for holding. People’s time is very valuable, and we should show them we understand that when we make them wait. Amy apologizes that Sylvie is not “in,” or at the office, and asks politely if Mark would like to leave a message. Now listen to some other ways to say that someone is out or unavailable and to ask if the caller would like to leave a message.    

Sorry, Fred is out right now. Can I take a message? Sorry, it looks like Cindy has stepped away from her desk. Would you like to leave a message? Ms. Wells is in a meeting now. Can I do anything for you? George is out of the office this week on a business trip. Do you want to leave a message?

Of course, if the person being called is actually in the office and available, you can transfer the call by saying “Thanks for waiting, I’ll put you through.” Or “Thank you for holding; I’ll transfer your call.” Now listen as Mark leaves his message: Mark: Yes. Please tell her that Mark Rand with Trivesco called. I’d like to talk to her about the construction schedule for 2008. What does Mark include in his message? He includes his name, the company he works for, and the reason he is calling. These are all things that we need to know in a telephone message. Mark understands this and gives this information immediately. If he didn’t, Amy would have to ask for it. What are some other ways to give essential message information?   

Yes, could you tell him that Arnie Waters from Microtek rang? I’m calling about the new software release. Yes. Please tell Michael that Brooks from Tristar called. I was hoping to schedule a meeting with him for this Thursday or Friday afternoon. Uh huh. Please pass on the message that Pat called. It’s about the new contract.

In the first example you heard the word “rang.” To “ring” or “phone” someone is more British English, while Americans tend to say “call” or “give someone a call.” Next, Amy wants to make sure she heard Mark correctly. © 2010 All rights reserved: businessenglishpod.com

16

businessenglishpod Amy: Construction schedule for 2008. Of course Mr. Rand. Why is Amy repeating the information she just received? She wants to check to make sure, or confirm, that she has it correct. Remember, mistakes in messages can cause a lot of confusion or problems. You will also notice that Amy doesn’t call him “Mark.” Instead, she uses the formal “Mr. Rand.” This shows respect for the caller. If Amy and Mark develop more of a working relationship, then Amy might switch to using his first name, but for now she wants to maintain a high level of professionalism. There’s one key piece of information that Mark hasn’t given yet. Amy: Construction schedule for 2008. Of course Mr. Rand. Where can she reach you? Mark: I’m out of the office at the moment, so please have her call me on my cell phone: 390-929-1914. Amy asks where Sylvie can “reach,” or contact, Mark. Of course, when you take a message you have to make sure you get a telephone number where the caller can be reached. In this case, Mark is out of the office so he can only be contacted on his cell phone. But in other cases, it can be a good idea to get two numbers, an office number and a cell phone number, just to be sure. Now, we heard Amy repeat some information back to Mark just to confirm it. She does this again with the telephone number. And it’s a good thing she does, as we can see. Amy: All right. That’s 390-929-1940. Is that right? Mark: No sorry. Instead of 1940 it should be 1914, one-four. What Amy does is acknowledge, check back, and confirm the information that Mark just gave her. To acknowledge, she says, “all right.” To check back, she says, “that’s 390-929-1940.” And to confirm, she says, “is that right?” It’s very good to check important information such as telephone numbers because they are easy to get wrong. The numbers forty and fourteen are often confused, especially on the phone. Let’s look at some other ways to acknowledge, check back and confirm. Acknowledge: • I see. • All right. • Uh huh. • Okay. Check back: • So that’s 345 Rickford Street. • So you mean you will arrive at 7:15 p.m. • That’s 303-442-2996.

© 2010 All rights reserved: businessenglishpod.com

17

Telephoning And confirm: • Is that right? • Right? • Is that correct? • Have I got that right? This technique is essential to good telephone skills, so let’s practice. You’ll hear someone give you a telephone number. After the beep, acknowledge, check back and confirm the information you hear. After each question, we’ll play an example answer. Are you ready? Let’s give it a go. Caller 1: Yes, my number is 410-978-7875. Learner 1: Caller 2: Could you have her call me back at 21-9203-9293? Learner 2:

Answer 1: I see. So that’s 410-978-7875, is that right? Answer 2: Of course. So that’s 21-9203-9293. Have I got that correct? Okay, what happens after Amy gets the phone number correct? Amy: Can I do anything else for you Mr. Rand? Mark: No, thank you. Amy: You’re welcome. Mark: Bye now. Amy: Bye. Before finishing a call, the person who takes a message should make one last offer of help, just as Amy does. What are some other ways to make a final offer of help? • •

Is there anything else I can do for you today, Steve? Is there anything else I can help you with, Mandy?

Amy has done a very good job here of maintaining professionalism right to the end. As a final note, if you are the receiver, remember to let the caller hang up first. Now, let’s practice useful vocabulary and idioms. In a moment, you’ll hear a series of sentences with a word replaced with a beep. Repeat the whole sentence, saying the missing word.

© 2010 All rights reserved: businessenglishpod.com

18

businessenglishpod For example, if you hear: Example cue: If you can’t me at the office, call me at home. You can say: Example answer: If you can’t reach me at the office, call me at home. After each response, we’ll play the correct answer. Let’s begin. Cue 1: Charles was when I called, so I left a message. Learner: Cue 2: Robert accidentally two meetings for the same time. Learner: Cue 3: Spencer is so confusing that I never what he’s saying. Learner:

Answer 3: Spencer is so confusing that I never get what he’s saying. Answer 2: Robert accidentally scheduled two meetings for the same time. Answer 1: Charles was out when I called, so I left a message. That’s all for today’s episode on taking a telephone message. We’ve looked at what the process involves for both the caller and receiver. We’ve also studied some very useful expressions that you can use in your own calls, like how to acknowledge, check back and confirm. Thanks for listening, and see you next time!

© 2010 All rights reserved: businessenglishpod.com

19

Telephoning Language Review The following dialog is jumbled (out of order). Put it in order. Next, in the blank lines, label all the main language functions in the dialog. Your choices are: • • • • • •

Four-part greeting Asking for the person you are calling Putting someone on hold Saying someone is unavailable and asking to take a message Leaving a message – name and reason for calling Final offer of help

The first line has been done for you.

1

A: Good afternoon. Philmore and Brown. This is Andy. What can I do for you? Four-part greeting B: Bye now. A: Sorry, Mr. Stone. She’s away from her desk. Would you like to leave a message? ________________________________________________ B: Of course, no problem. A: Is there anything else, Mr. Stone. ___________________________________ B: Right. A: Could you hold for a moment? Let me check. ______________________________ B: Hi Andy. My name is George Stone. I’m phoning to speak to Jennifer Dunlop. Is she in? _______________________________________ A: Upcoming dam project. Got that. What’s your telephone number? B: Yes, please. Please tell her that George from Turner Steel called. It’s about the upcoming dam project. ____________________________________ A: Bye. B: She can reach me at 510-489-1992. A: That’s 510-489-1992. Right? B: No, that’ll be all. A: Thanks for calling.

© 2010 All rights reserved: businessenglishpod.com

20

businessenglishpod Study Strategy A good way to practice taking and leaving messages is with a friend: Take out some business cards from your collection. Trade your cards with a friend. Sit back to back so that you can’t see each other’s faces. Then take turns calling each other. The receiver should take a message, just as in the dialog for this episode. Practice using different expressions to build fluency.

Answers Listening Questions 1. Amy's voice sounds pleasant and professional. 2. In his message, Mark says his name, his company, and the purpose of his call. 3. Amy repeats Mark's phone number back to him to make sure she has it correct. Language Review A: Good afternoon. Philmore and Brown. This is Andy. What can I do for you? Four-part greeting B: Hi Andy. My name is George Stone. I’m phoning to speak to Jennifer Dunlop. Is she in? Asking for the person you are calling A: Could you hold for a moment? Let me check. Putting someone on hold B: Of course, no problem. A: Sorry, Mr. Stone. She’s away from her desk. Would you like to leave a message? Saying someone is unavailable and asking to take a message B: Yes, please. Please tell her that George from Turner Steel called. It’s about the upcoming dam project. Leaving a message – name and reason for calling A: Upcoming dam project. Got that. What’s your telephone number? B: She can reach me at 510-489-1992. A: That’s 510-489-1992. Right? B: Right. A: Is there anything else, Mr. Stone? Final offer of help B: No, that’ll be all. A: Thanks for calling. B: Bye now. A: Bye.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

21

Telephoning

Unit 503 - Leaving a Voicemail Message When you call someone but they aren’t there, often their voicemail “picks up” or answers the phone. Then you have to leave a message. Anyone who uses the phone in their job has to deal with voicemail. Have you ever started to leave a message on someone’s voicemail, then when you heard the “beep” sound, you didn’t know what to say? When you’re speaking a foreign language, talking without preparation can be challenging, especially when you cannot see or hear the person you’re talking to. But with a little practice, you’ll be a voicemail pro. That’s what we’ll be studying in this episode – standard phrases and language for voicemail messages, so that next time you here that “beep” you’ll know exactly what to say. First we’ll hear a bad example. Justin Thomas works for a shipping broker called Trivesco. Brokers are “middlemen” – in this case Justin is a “newbuildings” broker, which means he helps people buy and sell new ships. Justin is calling Sylvie Peterson, a manager at the shipbuilding company Schmidt and Larsen. How does Justin do? Let’s listen.

Vocabulary Voicemail: An automatic answering service where people can leave messages if you cannot answer your phone. “Nowadays, must company phones have a voicemail system for all employees.” To pick up: Literally, to pick up the phone. This means to answer the phone. “I tried to call him yesterday, but his voicemail just picked up.” Beep: This is a high-pitched computer generated note. It generally serves as a signal that you can begin leaving a message in voicemail. Formally, it’s called a “tone.” “Please begin speaking after the tone.” To serve you better: This is common customer service language. “In order to serve you better, please provide us with some more details about your product.” To discuss possible areas of cooperation: This is a general phrase that can be used as a positive goal for business communication. “I think there are many areas of possible cooperation that we can discuss.” You-attitude: The attitude of putting the customer first in the language you use. Often, this means saying “you” instead of “I.” “Instead of saying ‘I will send you the product next week,’ its’ better to use a you-attitude: Say you will receive the product next week.” Country code: The two-digit code that goes before an international number to identify the country you are calling to. “The country code for Norway is 47.”

© 2010 All rights reserved: businessenglishpod.com

22

businessenglishpod Bad Example Message: Hello. You’ve reached Sylvie Peterson with Schmidt and Larsen. I’m unable to take your call at the moment so please leave a message after the beep and I’ll return your call as soon as possible … BEEP… Justin: Uh Hi! … Julie. I mean Sylvie. Ms. Peterson. This is, uh, Justin. Justin Thomas. With Trivesco. I’m calling about the… what do you call it? Umm the construction plan for 2008. Call me at… wait a second… here it is… 390-9292107. Uh, yeah. Call me back. Justin doesn’t sound too fluent, does he? What are some of the problems? First, he doesn’t remember Sylvie’s name. That’s sure to make a bad impression. Second, he doesn’t seem sure what to call himself, that is, whether to use just his first name or to use his full name. Also, he isn’t prepared to say the reason he’s calling. In addition, he doesn’t have his phone number ready. Finally, how does he end the phone call? He just says, “Uh, yeah. Call me back.” This message is neither polite nor positive. It probably won’t leave Sylvie with a good impression. Also, he hasn’t told Sylvie when she can reach him. How will she know when to call? Overall, Justin sounds unsure and unprofessional, doesn’t he? Now, let’s listen to a better example. As you do, try to answer the following questions:

Listening Questions 1) What is Mark Rand hoping to talk to Sylvie about? 2) When will he be available to take Sylvie’s call? 3) How does Mark put a positive finish on the message? Good Example: Message: Hello. You’ve reached Sylvie Peterson with Schmidt and Larsen. I’m unable to take your call at the moment, so please leave a message after the beep and I’ll return your call as soon as possible … BEEP… Mark: Hello, Ms. Peterson, this is Mark Rand calling with Trivesco. I’m phoning in relation to our construction plan for 2008. I’m hoping to talk about possible areas of cooperation. You can reach me tomorrow any time between 8:30 and noon at 390-929-1914. I’m in meetings in the afternoon, but you’re also welcome to call me in the evening or any time on Wednesday. Look forward to talking to you. Bye.

© 2010 All rights reserved: businessenglishpod.com

23

Telephoning Mark Rand immediately are going to few phrases anytime.

does a much better job than Justin, doesn’t he? We notice that he is much better prepared. Of course, it helps if you know you have to leave a voicemail. But even if you don’t know, there are a that you can learn so that you will be ready to leave a message

What’s the first thing Mark does? Hello, Ms. Peterson, this is Mark Rand calling with Trivesco. This is a greeting, including your name and company. What are some other ways to greet someone? Of course, “Good morning,” and “good afternoon” are possible, but since you don’t know when your message will actually be listened to, “hello” or even “good day” are just fine. “Hi!” sounds less formal. Be prepared with names. If you are calling woman, and you wish to be more formal, be sure to address her “Ms” with a voiced /z/ sound. If you mispronounce it /s/ it sounds like “Miss,” which some people will find disrespectful. Then, if you already know the person you are calling (or you want him to think he knows you), you can say, “This is…” or “This is … calling.” If you don’t know the person you are calling, you can introduce yourself by saying, “I am…”   

Good afternoon, Ann, this is Steve over at Stratos.” Good morning, Ms. McGill. I am Jayne Martella with Stockholm Steel. Hi George! It’s Alan here at Pharmatek.

The next thing Mark does is state his reason for calling. I’m phoning in relation to our construction plan for 2008. I’m hoping to talk about possible areas of cooperation. First he gives the general reason for his call – the construction plan for 2008 – then he talks about the goal of his call – to talk about possible areas of cooperation. Generally, “to phone” is British English whereas “to call” is American English. Of course, just a reason for calling is enough. But adding a sentence about your goal can help create a positive impression and can help get the person you are calling interested in you. Remember, often the voicemail is like an advertisement. You are trying to get the person to call you back. Listen to some more language for explaining your reason and goal. The goal can sometimes be expressed as a request.  



I’m calling with regard to your account. It would be great if we could review some of the changes you’ve requested so that we can serve you better. This is in relation to our meeting last Wednesday. I just wanted to follow up with you about your interest in boosting your productivity with time management software. I’m contacting you to talk about your recent order. I would just like to verify some of the details so that we can be sure you receive your shipment on time.

Next, Mark tells Sylvie when she can call him back. © 2010 All rights reserved: businessenglishpod.com

24

businessenglishpod You can reach me tomorrow any time between 8:30 and noon at 390-929-1914. I’m in meetings in the afternoon, but you’re also welcome to call me in the evening or any time on Wednesday. Notice that Mark has provided Sylvie with alternative times to reach him. This is quite important. It follows the principle of giving your customer more than one choice; also, it helps make sure he will call you back. Also, Mark uses a youattitude. Instead of saying, “I am available,” he says, “you can reach me.” Remember to have your number available. It’s a good idea to say your number slowly and clearly, and even to repeat it. Let’s go over some more phrases we can use. There are formal and informal phrases. You can be more formal by using questions.  

Can you call me back sometime tomorrow? You can get a hold of me at 510230-2830 any time between 1:30 and 5 PM. That’s 510-230-2830. Would it be possible to return my call by the end of the week? You’re welcome to call any time during office hours at 4422-2220. I’m also available most evenings before 10 PM on my cell – 201-2002-1992.

You can also be less formal by using “please.” 

Please call me back sometime this week when you get a chance. You can reach me in the early evening here. It would probably be best for you to call between 9 a.m. and 11 a.m. New York time. Please call my cell at 299-29921111.

Now, the last thing Mark needs to do is end the message on a positive note. Look forward to talking to you. Bye. This is a great way to finish the message. Here are some other phrases you can use.    

I’m really looking forward to hearing from you. We look forward to serving you. I’m excited about this opportunity to work with you and I’m really looking forward to our discussions. Can’t wait to hear from you.

Don’t forget to say “goodbye” or “bye” at the end of your message. With informal American English you can say, “Bye now.” Let’s review. We’ve covered four steps: 1) 2) 3) 4)

Greeting Reason for calling and goal When and how to call back, and Positive ending

© 2010 All rights reserved: businessenglishpod.com

25

Telephoning Now let’s practice. Imagine you are Pat McKay with a company called TRS. You are calling Cindy Steel, a customer of yours, but she is not in, so you have to leave a message. You are calling her about your meeting last Tuesday. Your goal is to follow up with her and discuss possible areas of future cooperation. Using your real work schedule, tell her when you are available. Then end the message positively. Are you ready? Take a few seconds to think, then record your message after the beep. Voicemail: Please record your message after the tone. Learner:

How’d you do? Let’s listen to an example answer.

Answer: Good day, Ms. Steel. This is Pat McKay over at TRS I’m calling in relation to our meeting last Tuesday. I just wanted to follow up with you and discuss possible areas of future cooperation. You can reach me all day Thursday and Friday afternoon between 3 and 5 p.m. Please call me on my work phone at 201-293-9939. I really look forward to talking with you! Bye. It’s a good idea to go back and practice again. Substitute different language to help increase your fluency. That’s all for this episode on leaving voicemail. After practicing the phrases and language you’ve learned today, I’m sure you’ll feel much more confident next time you hear that beep. Thanks for listening and take care.

© 2010 All rights reserved: businessenglishpod.com

26

businessenglishpod Language Review A. The Structure of a Voicemail The steps on the left are out of order. Place then in order by filling in the blanks on the right. Reason for calling

1.

______________________________

When and how to call back

2.

______________________________

Positive Ending

3.

______________________________

Greeting

4.

______________________________

B. Key Language Review Now, to review key language, fill in the blanks in the following phrases. Also, identify the function of each phrase. 1. Good afternoon, Ann, this is Steve o_______ at Stratos. 2. Hi George! It’s Alan h_______ at Pharmatek. 3. I’m calling with _______ to your account. It would be great if we could review some of the changes you’ve requested so that we can serve you better. 4. This is in _________ to our meeting last Wednesday. I just wanted to follow up with you about your interest in boosting your productivity with time management software. 5. Please call me back sometime this week when you get a _________. 6. It’s going to be great t_________ to you. 7. I’m really looking forward to _________ from you. 8. We look _______ to serving you.

© 2010 All rights reserved: businessenglishpod.com

27

Telephoning Answers Listening Questions 1. Generally, he wishes to talk with her about the construction plan for 2008. Specifically, he would like to discuss “possible areas of cooperation.” 2. “Tomorrow” any time between 8:30 and noon. She can also call him in the evening or on Wednesday. 3. He says, “Look forward to talking to you.”

Language Review A. The Structure of a Voicemail. 1. Greeting;

2. Reason for calling

3. When and how to call back;

4. Positive Ending. B. Key Language Review 1. Good afternoon, Ann, this is Steve over at Stratos. 2. Hi George! It’s Alan here at Pharmatek. 3. I’m calling with regard to your account. It would be great if we could review some of the changes you’ve requested so that we can serve you better. 4. This is in relation to our meeting last Wednesday. I just wanted to follow up with you about your interest in boosting your productivity with time management software. 5. Please call me back sometime this week when you get a chance. 6. It’s going to be great talking to you. 7. I’m really looking forward to hearing from you. 8. We look forward to serving you. Function: 1-2 Greeting; 3-4 Reason for calling; 5 When and how to call back; 6-8 Positive ending.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

28

businessenglishpod Unit 504 - Making an Appointment In this episode, we’ll study appointments on the telephone.

making

We live in the era of virtual communication: Teleconferencing, videoconferencing, and online meetings. More and more companies are doing from a distance. In theory, at least, it’s possible to work closely with anyone in the world without leaving our desks. Nevertheless, there’s something about a face-to-face meeting that no virtual one can replace. We still need to shake people’s hands, read their body language, and make personal connections. That’s why – even today – one of the commonest uses for the telephone is to make appointments. So, in this episode, we’ll take a close look at making appointments on the phone. Gordon Knight works for Bridgewater, a U.S. pension fund. (Pension funds are institutions that invest retirement savings.) At a recent conference, Gordon met Penny Yip, a senior financial analyst for the Asian Markets office of SolomonClyde. Solomon is a boutique – or small and specialized – global investment company that deals only with institutional customers – very large clients, like Bridgewater. Now, Gordon plans to be in Malaysia, and he phones Penny to set up an appointment to discuss possibilities for investment. As you listen, try to answer the following questions.

Listening Questions 1) Where and when does Gordon say he met Penny?

2) When does Gordon suggest meeting with Penny?

3) Why does he want to meet with Penny?

4) What time do they finally agree on?

© 2010 All rights reserved: businessenglishpod.com

29

businessenglishpod Penny: See you next week! Gordon: Yes, bye. Both Gordon and Penny use a lot of positive language here. Penny says, “It’s a deal then! I’ve put it on my schedule” and “I’m looking forward to it.” Gordon says, “Sounds good,” and “See you next week!” These phrases help create a good atmosphere and reinforce the good relationship. What other types of expressions can we use for this purpose? Let’s listen to some example phrases.  It’s going to be great to catch up!  I can’t wait to see you again.  I’m really looking forward to speaking with you.  Give my regards to your colleagues.  Have a great day!  I’m looking forward to catching up. In the last expression, to catch up means to hear someone’s news after you haven’t seen them in a while. Okay, now it’s your turn to practice. First we’ll practice politely disagreeing to a time and suggesting an alternative. Imagine some customers have called you to set up a meeting. They will propose a time. After the beep, use the language we have studied to reject their suggestions politely, and give them an alternative time. For example, if you hear: I’d love to arrange a meeting to talk more. Are you free on Wednesday morning? You can say something like: No, I’m afraid not. But I could do it any time on Wednesday afternoon. For rejecting a time, you can also say, “I’m sorry, that won’t work because…,” “I’m afraid I’m busy then,” and, “Actually, I had already made arrangements at that time.” For suggesting alternative times, you can also say, “But how about…,” “Could you do…,” or, “I’d suggest…,” among others. Are you ready? Let’s give it a try. Cue 1: I’d really like to talk in more detail. Can you meet over lunch this Thursday, 26th? Learner 1: Cue 2: I’m looking forward to catching up. Can we set up dinner some time next week. Learner 2: Cue 3: It’s going to be great to talk. How about I come over to your company sometime in the morning Tuesday or Wednesday? Learner 3:

© 2010 All rights reserved: businessenglishpod.com

35

Telephoning Vocabulary Pension funds: Organizations that invest employee retirement savings. “Pension funds are some of the biggest institutional investors in the world.” Institutional investor: Large company, organization or group that invests money – usually other people’s money. “Institutional investors usually have much better access to information than individual ones.” To put s/o through to: To transfer a call. “Could you put me through to Sally, please? She’s expecting my call.” Conference: A meeting of people from different companies or institutions who all share a common interest. “Are you going to next week’s Internet Development 2009 Conference in Mexico?” To arrange a meeting (for some time): Other collocations include “to set up a meeting,” “to get together to talk,” “to meet up for lunch/dinner.” “Can we arrange a meeting for next Thursday?” Investment possibilities: Possibilities or opportunities for investment. “I’d love to get together to talk about some investment possibilities for your company.” To arrange a company visit: A “company visit” is a common way to refer to visiting an office or factory for some specific purpose, i.e., to meet with sales staff, to view the production line, etc. “Can we arrange some company visits in Germany while we are there?” We could meet…: A way of suggesting a time. Other useful expressions include, “What about…,” “Can you meet on…,” “Could you do…, “I’d suggest…,” and, “Can we look at….” That’d work fine: A way of agreeing to a time. Other useful expressions include, “Great, I’m marking it down on my calendar…,” “Perfect. See you then…,” “Yes, I should be able to do that…,” “Yes, that’d work fine….” To put sth. on one’s schedule: To mark something on one’s calendar. “Sounds good – I’m putting it on my schedule.” I’m looking forward to it: Useful expression for creating goodwill. Other phrases include, It’s going to be great to catch up!” “I can’t wait…,” “I’m really looking forward to speaking with you…,” “Give my regards to your colleagues…,” “Have a great day/week!” and “I’m looking forward to catching up…” To catch up: To hear someone’s news after you haven’t seen them in a while. “I hadn’t seen Susan in ages, but yesterday she and I met for lunch and had a chance to catch up.” Boutique: Small and specialized. “We run a boutique law firm that focuses on a very specialized corner of the international law market.”

© 2010 All rights reserved: businessenglishpod.com

30

businessenglishpod Dialog Assistant: Hello. Solomon-Clyde. This is Steve. How can I help you? Gordon: Can you please put me through to Penny Yip. Assistant: May I ask who’s calling? Gordon: This is Gordon Knight with Bridgewater. I met her last week at the Inter-Asian Connections Conference in Dubai. Assistant: Okay. Just a moment please. Gordon: Sure. ………………………………

Penny: Penny Yip. Receptionist: Hi Penny, this is Steve. I’ve got a Gordon Knight on the line with Bridgewater. He says he met you at Inter-Asian Connections. Penny: Oh. Put him right through. ………………………………

Penny: Hello, Gordon? Gordon: Hi, yes. Penny: Nice to speak with you again. Gordon: How are you? Penny: Great, thanks. What can I do for you? Gordon: Well, I’m going to be in Singapore next week, and I’m phoning to see whether we could arrange a meeting in Kuala Lumpur, perhaps on Tuesday or Wednesday? Penny: Great! Gordon: I’d like to talk more about some of the investment possibilities you mentioned… Penny: Uh huh. Gordon: …and if possible visit one or two of the companies you were talking about. Penny: Sounds good. I’m going to be in Hong Kong until Tuesday, the 15 th… Gordon: Oh, too bad. Penny: But we could meet in the morning on Wednesday, if that’s convenient for you? Gordon: Sure. That’d work fine. Penny: And I’ll ask my assistant, Steve, to try to arrange some company visits for the afternoon. Gordon: Fantastic. Penny: It’s a deal then! I’ve put it on my schedule. Gordon: Sounds good. Penny: I’m looking forward to it. Gordon: So am I. Penny: See you next week! Gordon: Yes, bye.

© 2010 All rights reserved: businessenglishpod.com

31

Telephoning Debrief Gordon and Penny have successfully set up a meeting. It sounds like their working relationship is off to a good start. Let’s take a closer look at the language they use. First, Gordon calls reception and asks for Penny. When the assistant asks him who he is, how does he respond? Assistant: May I ask who’s calling? Gordon: This is Gordon Knight with Bridgewater. I met her last week at the Inter-Asian Connections Conference in Dubai. Assistant: Okay. Just a moment please. To set up an appointment, often you will need to get past the receptionist first. It is important that you are prepared to briefly explain how you know the person and, perhaps, what your reason for calling is. To state our relationship, what other kinds of language can we use?    

He asked me to set up an appointment to discuss business possibilities. I am really interested in your company’s products. She indicated interest in our products, so I am just following up. Please tell him that Cindy Smith told me to call.

Next, the assistant asks Penny if it’s okay to transfer the call, and she tells him to put Gordon through. First Gordon and Penny make a little small talk: Penny says it’s nice to speak to Gordon again, and Gordon asks Penny how she is doing. Then they get down to business: Penny: … What can I do for you? Gordon: Well, I’m going to be in Singapore next week, and I’m phoning to see whether we could arrange a meeting in Kuala Lumpur, perhaps on Tuesday or Wednesday? Penny: Great! Here Gordon makes the actual request for the meeting. Let’s examine the language he uses. First, he says he’s “going to be” in Singapore next week (which is next to Malaysia, where Penny works). Second, he says he’s phoning to “arrange a meeting” in Kuala Lumpur. Finally, he suggests a couple of possible times. It’s usually a good idea to give someone at least two times to choose from, as Gordon does. Now, let’s practice some further language and collocations that we can use to ask for a meeting. 

Well, I’m flying into South Africa at the end of the week, so I’m calling to see whether we could set up a meeting on Saturday or Sunday.

© 2010 All rights reserved: businessenglishpod.com

32

businessenglishpod  

Are you available any time next week? It would be great to get together to talk, if you’ve got time. Do you think we could meet up for coffee or lunch sometime on Monday or Tuesday?

After making the meeting request, Gordon gives his reason for wanting to speak with Penny. Gordon: I’d like to talk more about some of the investment possibilities you mentioned… Penny: Uh huh. Gordon: …and if possible visit one or two of the companies you were talking about. Gordon uses “I’d like to” to state the purpose of meeting with Penny. He’d like to discuss the investment possibilities she was talking about when they met in Dubai. What other ways can we give reasons for meeting?    

I’m hoping to show you some of the products you were interested in. It’d be great to talk over some of the possibilities we discussed last time. I’d love to be able to get a clearer picture of your operations. I could really use your advice about a problem we’ve run into.

How does the dialog continue? Penny checks her diary, or appointment book, to see when she is free. Penny: Sounds good. I’m going to be in Hong Kong until Tuesday, the 15 th… Gordon: Oh, too bad. Talking about your schedule is an important part of setting up a meeting. Penny says “I’m going to be in Hong Kong” to give Gordon a polite excuse for not meeting on Tuesday. “Going to” means her trip is already planned, so she can’t change it. We can also use the present continuous tense for this purpose, for example “I’m meeting with clients in Hong Kong until Tuesday.” Here are a few more useful phrases for discussing your plans:    

Let me check my schedule. Just let me have a look at my calendar. I’m talking with clients all day on Wednesday, but I’m free on Thursday. I’m going to be traveling on the 13th and 14th, but I’ll be back in town on Friday.

In the next part of the dialog, Penny suggests a time. Penny: But we could meet in the morning on Wednesday, if that’s convenient for you?

© 2010 All rights reserved: businessenglishpod.com

33

Telephoning Penny uses the past modal could to make a suggestion: We could meet on Wednesday. And she adds, “if that’s convenient for you” to be polite. What are some other ways to suggest times? Let’s listen to some more phrases.     

What about next Friday? Are you free then? Can you meet on Tuesday? Could you do Friday? I’d suggest sometime on the afternoon of the 9th, if that works for you. Can we look at having lunch on the weekend? That way, I’d have more time to talk.

How does Gordon reply to Penny’s suggestion to meet up on Wednesday morning? Listen again: Gordon: Sure. That’d work fine. Penny: And I’ll ask my assistant, Steve, to try to arrange some company visits for the afternoon. Gordon: Fantastic. Gordon agrees to the time Penny suggests: He says, “Sure, that’d work fine.” Because Gordon has asked about it earlier, Penny then mentions she’ll try to arrange some company visits. “That’d work fine” is one way of agreeing to a time. How else can we do it?    

Great, I’m marking it down on my calendar. Perfect. See you then. Yes, I should be able to do that. Yes, that’d work fine.

What if a time doesn’t work for us? What can we say to be polite?  No, I’m afraid not.  Actually, I had already made arrangements for that time.  Could we do it another time?  I’m sorry, that won’t work because a client is visiting then.  I’m afraid that won’t work, but I could meet any time the next day.  How about Friday? That would be a little better for me, if it works for you. To be polite, notice that we emphasize that our other meeting is already arranged. We use verb tenses that stress the previous nature of our plans: For example, “I had already made arrangements…,” and “A client is visiting then…” So Gordon and Penny have suggested and agreed to a meeting. Now, in the last few lines of dialog, they end the conversation with positive language to create goodwill. Listen again: Penny: It’s a deal then! I’ve put it on my schedule. Gordon: Sounds good. Penny: I’m looking forward to it. Gordon: So am I. © 2010 All rights reserved: businessenglishpod.com

34

Telephoning How did you do? Let’s listen to some example answers. Please bear in mind, though, that there are many possible correct responses. Cue 1: I’d really like to talk in more detail. Can you meet over lunch this Thursday, 26th? Learner 1: Actually, I’m afraid that won’t work because I’m meeting with a client then. But how about Friday? I’m free then. Cue 2: I’m looking forward to catching up. Can we set up dinner some time next week. Learner 2: Sorry, I’m traveling then, I’m afraid. But I’ll be back at the end of the month. How about then? Cue 3: It’s going to be great to talk. How about I come over to your company sometime in the morning on Tuesday and Wednesday? Learner 3: Could we do it another time? How about Thursday? That would be a little better for me, if it works for you. Now let’s practice useful collocations. You’ll hear a series of sentences with a word blanked out or replaced with a beep. Repeat the whole sentence, but say the missing word. For example, if you hear… Example cue: Just let me have a at my calendar. You will say, Example answer: Just let me have a look at my calendar. We’ll play an example answer after each exercise. Are you ready? Let’s begin. Cue 1: It would be great to get to talk, if you’ve got the time. Learner 1: Cue 2: I could really your advice about a problem we’ve run into. Learner 2: Cue 3: Let me just my schedule. Learner 3: Cue 4: I’d suggest the afternoon of the 9th, if that for you. Learner 4: Cue 5: Great, I’m marking it on my calendar. Learner 5:

© 2010 All rights reserved: businessenglishpod.com

36

businessenglishpod Answer 1: It would be great to get together to talk, if you’ve got the time. Answer 2: I could really use your advice about a problem we’ve run into. Answer 3: Let me just check my schedule. Answer 4: I’d suggest the afternoon of the 9th, if that works for you. Answer 5: Great, I’m marking it down on my calendar. That’s all for this episode on making an appointment. We’ve studied stating the relationship, requesting a meeting and talking about the purpose of meeting, and discussing your schedule. We’ve also examined suggesting a time, politely agreeing and disagreeing, and creating goodwill. Thanks for listening. See you next time!

Study Strategy Using your actual calendar, role play in English setting up a meeting with a friend, colleague, or learning partner. Before you begin, decide what your roles will be. Perhaps your partner can be an important customer or business partner. Then, switch roles and try again. Remember to give each other feedback and to use the language we have studied in this episode.

© 2010 All rights reserved: businessenglishpod.com

37

Telephoning Language Review A. Stating the Relationship and Requesting a Meeting To review useful language, fill in the blanks in the following sentences with words from the box below. time indicated interested

told meet set

together following flying

available great end

meeting set sometime

Stating the Relationship 1. He asked me to _________ up an appointment to discuss business possibilities. 2. I am really ___________ in your company’s products. 3. She ___________ interest in our products, so I am just ___________ up. 4. Please tell him that Cindy Smith ____________ me to call. Requesting a Meeting 1. Well, I’m ___________ into South Africa at the __________ of the week, so I’m calling to see whether we could ________ up a _________ on Saturday or Sunday. 2. Are you ___________ any time next week? It would be _________ to get __________ to talk, if you’ve got ___________. 3. Do you think we could __________ up for coffee or lunch __________ on Monday or Tuesday? B. Jumbled Sentences: Agreeing and Disagreeing Put the jumbled sentences in order to practice useful phrases for agreeing and disagreeing to times. Write the correct responses in the gaps below the jumbled words. (You don't need to add any punctuation, i.e., "," "." etc.) 1. down am calendar it I marking on my 2. should I be that able to do 3. that work would fine 4. that actually already I had arrangements made for time 5. we do another it could time 6. because that not will work a visiting then client is 7. could I any meet time next the day 8. would be a you little Friday for me if better it for works

© 2010 All rights reserved: businessenglishpod.com

38

businessenglishpod Answers Listening Questions 1. Gordon says he met Penny last week at the “Inter-Asian Connections Conference” in Dubai. 2. Gordon suggests meeting on Tuesday or Wednesday. 3. Gordon wants to meet with Penny to discuss possibilities for investment and to visit a couple factories, if possible. 4. The arrange to meet on Wednesday, in the afternoon. Language Review A. Stating the Relationship and Requesting a Meeting Stating the Relationship 1. 2. 3. 4.

He asked me to set up an appointment to discuss business possibilities. I am really interested in your company’s products. She indicated interest in our products, so I am just following up. Please tell him that Cindy Smith told me to call.

Requesting a Meeting 1. Well, I’m flying into South Africa at the end of the week, so I’m calling to see whether we could set up a meeting on Saturday or Sunday. 2. Are you available any time next week? It would be great to get together to talk, if you’ve got time. 3. Do you think we could meet up for coffee or lunch sometime on Monday or Tuesday? B. Sentence Jumble: Agreeing and Disagreeing 1. 2. 3. 4. 5. 6. 7. 8.

I am marking it down on my calendar. I should be able to do that. That would work fine. Actually I had already made arrangements for that time. Could we do it another time? That will not work because a client is visiting then. I could meet any time the next day. Friday would be a little better for me, if it works for you.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

39

Telephoning

Unit 505 – Making Arrangements In this episode we’re going to look at useful language for handling the practical details of a business visit, like airport pickup and restaurant or hotel booking. And we’ll also practice ways to create and maintain goodwill by demonstrating flexibility and responding politely on the phone. Viva is an Italian fashion company. Viva representatives Marco and Francesca are preparing to attend a fashion expo in Las Vegas with their American distributor, Foxtrot. A fashion expo, or exposition, is a kind of trade show or conference in which potential buyers look at manufacturers’ goods. In the dialog Marco is calling his contact Adriana at Foxtrot to discuss the details of the visit. As you listen try to answer the following questions.

Listening Questions 1. What information does Adriana get from Marco?

2. What does Marco need help with?

3. Does Marco have any special requirements for the hotel?

4. What kind of food does Marco hope to eat?

© 2010 All rights reserved: businessenglishpod.com

40

businessenglishpod Vocabulary To be in the middle of something: To be busy doing something. “When he called, I was in the middle of cooking dinner, so I didn’t have time to talk.” Fashion expo: An expo (short for exposition) is literally a collection of things (goods, works of art) for public display. A fashion expo is a kind of trade show or conference in which potential buyers view clothing manufacturers’ goods. “All of the best Western clothes manufacturers attend the August expo in Denver, USA” To get in (v.i.): In the context of the dialog, this means to arrive. It can also refer to being accepted, for example by an academic program. “What time does your flight get in?” “Did you get in to Harvard?” Exhibition center: A large building where expos, conferences or trade shows, etc., can be held. “Have you seen the new exhibition center in Shanghai? It’s huge!” Internet access: Refers to the ability to get on to the internet in a hotel or a restaurant, etc. “Does your café have wireless internet access?” Business center: In hotels, this is a place where guests can make copies, send and receive faxes, get online, etc. “Most hotels have business centers these days.” To be up for something: To be willing to do something. “I asked him if he wanted to go for a run with me, but he wasn’t up for it. I think he’s out of shape.” Gang: A group of people; usually refers to a criminal group or a group of thugs. Informally (slang usage), it can mean any group of friends or associates. “I enjoy going to the Chicago office – the gang there is such a nice group of people!” Shoot! This is an informal slang way to say, “go ahead – ask your question.” “A: Can I ask you a question? B: Shoot. A: How long have you been working on this proposal?”

© 2010 All rights reserved: businessenglishpod.com

41

Telephoning Dialog Adriana: Hello, Foxtrot fashion. This is Adrianne. How can I help you? Marco: Hello, this is Marco speaking, from Viva in Italy. Adriana: Marco! How are you doing? Marco: Just fine, thanks. How about you? Adriana: Very well! Marco: Good. I’m just calling about the expo in Las Vegas. Are you in the middle of anything? Adriana: No that’s fine. This is perfect timing. Marco: That’s great. Okay… we have already booked our flight. Adriana: Uh huh. When are you getting in? Marco: It’s flight UA5918 from Los Angeles… Adriana: Wait a sec… Let me write this down. UA5918… Marco: That’s right. Arriving at 5:15 PM on Saturday, March 8. Adriana: Great. Got that. We’ll arrange for somebody to pick you up. Marco: Perfect. Adriana: And what about a hotel? Can we help you book something? Marco: Yes, that would be great. Adriana: What are you looking for? Marco: Well, we don’t need anything special. Just close to the exhibition center would be great. Adriana: I know just the place. Marco: Could you make sure they have internet access and a business center… Adriana: Of course. Don’t worry about a thing. We’ll take care of everything… Marco: Great! And one last thing… we’d love to take you out on Sunday evening for a good meal… Adriana: Sounds lovely. Marco: We’re looking forward to finally meeting you. Adriana: So are we. What kind of food were you thinking of? Marco: Italian! Just kidding. It doesn’t matter. Whatever you guys prefer. We’re up for anything… Adriana: Well, I know a great place. You’ll love it. Marco: Wonderful. Adriana: So we’ll look forward to seeing you here on the 8th! Marco: Yes, looking forward to it. Adriana: Great. Any questions, just send me an email. Marco: Of course. Say hi to Anna and everybody. Adriana: I will. Give my regards to Francesca and the gang. Marco: I’ll do that. Bye! Adriana: Bye

© 2010 All rights reserved: businessenglishpod.com

42

businessenglishpod Debrief What do we need to consider when arranging a visit? Flight arrival information… hotel booking… social activities… Let’s take a careful look at the language Marco and Adriana use to arrange the details. After an exchange of greetings at the beginning of the call, Marco explains his reason for calling (a skill that we covered in BEP 69). Next, he makes sure Francesca is not busy: Marco: … I’m just calling about the expo in Las Vegas. Are you in the middle of anything? Asking if someone is in the middle of something (that is, busy doing something) is an important part of being polite when you make a business phone call. Also, checking that someone has time to talk helps make sure you will receive the attention you deserve. What are some other ways to ask if someone is busy? • • • •

Did I catch you at a good time? I hope this is a good time to call… Do you have a couple minutes to talk? I just have a quick question. Do you have a sec?

How does Adriana respond? Adriana: No that’s fine. This is perfect timing. Other ways to respond include: • • • •

Yes, now’s fine. Yeah, I’ve got until 4:00. What can I do for you? Uh huh – go ahead. Sure. Shoot.

“Shoot” is an informal slang way to say, “go ahead – ask your question.” What if you don’t have time and need to respond in the negative? Responding politely – negatively • Actually, this isn’t the greatest time. Can you call back a little later? • To tell you the truth, I’m in the middle of something. Can I call you back in a half hour? • Actually, I’ve got to take care of an urgent customer request. I’ll get back to you after 3.00. What happens next in the dialog? Marco indicates that he has already booked his ticket. Adriana asks him for the flight information. Adriana: … When are you getting in?

© 2010 All rights reserved: businessenglishpod.com

43

Telephoning As we learned in Booking a Ticket, to get in means “arrive.” Notice how Adriana asks for time while she writes down Marco’s information. Marco: It’s flight UA5918 from Los Angeles… Adriana: Wait a sec… Let me write this down. UA5918… What are some other useful phrases for asking for arrival information and requesting time while you write the information down? • •

What time is your flight coming in? Hold on a second. Let me get a pen. Can you give me your flight number. Wait a sec. Okay, shoot.

Next, Adriana promises to have someone meet Marco and Francesca at the airport. Adriana: We’ll arrange for somebody to pick you up. Marco: Perfect. There are many other important details to think of when arranging an airport pickup: Sometimes we might need to ask what someone looks like, or we might say we’re going to prepare a sign with their name on it. Listen to example phrases: • • •

We’ll be standing in the arrivals hall. We’ll have a sign with your name on it. How will we recognize you?

Next, Adriana offers to help Marco book a hotel room. Notice how she is careful to ask him for his exact requirements. Adriana: And what about a hotel? Can we help you book something? Marco: Yes, that would be great. Adriana: What are you looking for? When helping someone make arrangements, it’s always good to get a clear idea of their expectations. “What are you looking for?” is a great phrase for this. What are some other phrases we could use? • • • •

What exactly did you have in mind? Could you give me an idea of what you are looking for? What kind of hotel were you thinking of? Are you particular about location?

To be polite (and perhaps to keep the price low) Marco says that “We don’t need anything special. Just close to the exhibition center.” An exhibition center is a building where expos, trade shows, conferences and so on are held. Adriana says she knows just the spot, that is exactly the right place.

© 2010 All rights reserved: businessenglishpod.com

44

businessenglishpod Saying “we don’t need anything special” is a way of showing that you are flexible to be polite. We’ll cover this skill in more detail a little later on. Next, Marco comes back with a couple of minor requests: Marco: Could you make sure they have internet access and a business center… In BEP 79 and 80 – Making a Reservation and Checking In – we handled many types of hotel facilities and how to request them. Those would be good episodes to review. With regard to the hotel, Marco is particularly concerned about access to the internet (the ability to get on to the World Wide Web) and about having a business center (a place to send faxes and use the computer). How does Adriana respond to Marco’s requests? Adriana: Of course. Don’t worry about a thing. We’ll take care of everything… When we play host to visitors, it’s important to make them feel comfortable. When they raise concerns, we often assure them that everything is going to be okay. As Adriana says, “Don’t worry about a thing.” This is called making assurances. What are some other things she could have said? • • •

No worries. We’ve got everything covered. We’ve already taken care of it. Everything is taken care of.

In the next part of the dialog, Marco and Adriana exchange expressions of good will – they are “looking forward” to seeing each other – and Marco offers to take Adriana and her team out to dinner. Notice how Adriana again uses language we studied for asking for requirements (“What kind of…”) to get a better sense of what Marco wants to eat. And Marco, as he did before, demonstrates flexibility to be polite: Adriana: … What kind of food were you thinking? Marco: Italian! Just kidding. It doesn’t matter. Whatever you guys prefer. We’re up for anything… Adriana: Well, I know just the place. You’ll love it. Marco: Wonderful. To be up for something means to be willing to do something, so to be up for anything means, in this case, to be willing to try any kind of restaurant. What • • • •

is some other useful language for demonstrating flexibility to be polite? We’re easy. Either way – It’s up to you. We don’t care – whatever you guys prefer. We can eat anything – you choose.

© 2010 All rights reserved: businessenglishpod.com

45

Telephoning In the final part of the dialog, Adriana and Marco again exchange goodwill with “looking forward to seeing you.” Adriana offers to answer questions by email. Then, to be polite, Marco asks Adriana to give his regards to her coworkers, mentioning one of them who he has met previously by name. Marco: Of course. Say hi to Anna and everybody. Adriana: I will. Give my regards to Francesca and the gang. Adriana returns the favor by asking Marco to give her regards to “Francesca and the gang.” Normally, “gang” refers to a group of criminals or thugs, but informally (in slang usage) it can also refer to any group of people, usually a group of friends. So Adriana and Marco have ended the call on a good note. Not only have they taken care of all the visit arrangements, but they have also reinforced their good relations by demonstrating flexibility, goodwill, and politeness. Now, let’s practice some of the useful expressions we’ve learned today. Imagine a partner has called you to arrange a visit. They will ask you to help with something – for example, booking a ticket or reserving a room. After the beep, use the language we learned today to ask for specific requirements; then, when they’ve replied, assure them that you will take care of everything. Let’s give it a try. Dialog 1 A: Can you help book us a hotel? Learner: A: Nothing special. Anything close to the exhibition center would be great. Learner:

Dialog 2 B: Perhaps you can help us reserve a restaurant for March 8th? We’d love to take you out for a good meal. Learner: B: It’s up to you. Pick something you like, something nice. Learner:

How’d you do? Let’s listen to example answers.

© 2010 All rights reserved: businessenglishpod.com

46

businessenglishpod Dialog 1 A: Can you help book us a hotel? Learner: What kind of hotel were you looking for? A: Nothing special. Anything close to the exhibition center would be great. Learner: Don’t worry about a thing. We’ve got it covered. Dialog 2 B: Perhaps you can help us reserve a restaurant for March 8th? We’d love to take you out for a good meal. Learner: What kind of food were you looking for? B: It’s up to you. Pick something you like, something nice. Learner: I know just the spot. Before we finish, let’s review some useful phrases for asking if someone is busy, responding politely, and demonstrating flexibility. You’ll hear a series of phrases. In each phrase, one word is missing replaced with a “beep.” Repeat the whole phrase saying the missing word. 1) Did I you at a good time? Learner: 2) To tell you the truth, I’m in the of something. Learner: 3) We are for anything… Learner:

Answer 1: Did I catch you at a good time? Answer 2: To tell you the truth, I’m in the middle of something. Answer 3: We’re up for anything… That covers this episode on arranging a visit. We’ve looked at useful language for handling the practical details, like airport pickup and restaurant or hotel booking. And we’ve also practiced ways to create and maintain goodwill by demonstrating flexibility and responding politely. Thanks for listening!

© 2010 All rights reserved: businessenglishpod.com

47

Telephoning Language Review I. Asking if Someone is Busy Review useful language for asking if someone is busy and for responding politely by filling in the blanks in the following expressions with words from the box. do

fine

quick

good

ahead

middle

couple

catch

shoot

actually

Asking if someone is busy 1) Did I __________ you at a good time? 2) I hope this is a __________ time to call… 3) Do you have a ___________ minutes to talk? 4) I just have a ___________ question. Do you have a sec? Responding politely – positively 5) Yes, now’s ____________. 6) Yeah, I’ve got until 4:00. What can I __________ for you? 7) Uh huh – go ___________. 8) Sure. ___________. Responding politely – negatively 9) __________, this isn’t the greatest time. Can you call back a little later? 10) To tell you the truth, I’m in the ___________ of something. Can I can you back in a half hour? II. Useful Phrases Review a variety of useful functional phrases covered in this episode by putting the following jumbled sentences in order. As you work, identify the function of each phrase (i.e. asking for flight information, asking for requirements, etc.) Functions: A) asking for flight information B) asking for requirements C) Airport pickup D) Demonstrating flexibility E) Making assurances 1)

time what your flight in coming is

2)

me you can give number your flight

3)

’ll standing the in hall arrivals we be

4)

we how you recognize will

5)

what did have you mind in exactly

6)

you could me idea an are of what you for looking give

7)

got we covered everything ’ve

8)

’ve we taken already it of care

9)

up to it you ’s

10)

Function

guys do you prefer whatever care we n’t

© 2010 All rights reserved: businessenglishpod.com

48

businessenglishpod Study Strategy Are there any trade shows, conferences, or expos in your industry? Have you ever attended one? Was it domestic or international? Using a search engine, research a famous conference on the internet. Then, search for a hotel and perhaps even restaurant in the vicinity. Using this information, write a dialog. Be sure to use language we have covered in this episode. As usual, you may wish to use an MP3 player to record your dialog. Role play with a friend.

Answers Listening Questions 1) She gets his flight information so that she can pick him up at the airport. 2) Marco has already booked his and Francesca’s flight, but he accepts her offer to help with booking a hotel and making a restaurant reservation. 3) Marco doesn’t really have any special requirements for the hotel, but he does want to make sure that it has internet access and a business center and that it’s close to the exhibition center where the expo will be held. 4) He jokingly says he’d like Italian, but then he indicates that he’s very flexible and that it doesn’t matter to him: He says he and Francesca are “up for anything.” Language Review I. Asking if Someone is Busy Asking if someone is busy 1. Did I catch you at a good time? 2. I hope this is a good time to call… 3. Do you have a couple minutes to talk? 4. I just have a quick question. Do you have a sec? Responding politely – positively 5. Yes, now’s fine. 6. Yeah, I’ve got until 4:00. What can I do for you? 7. Uh huh – go ahead. 8. Sure. Shoot. Responding politely – negatively 9. Actually, this isn’t the greatest time. Can you call back a little later? 10.To tell you the truth, I’m in the middle of something. Can I can you back in a half hour?

© 2010 All rights reserved: businessenglishpod.com

49

Telephoning II. Useful Phrases A) Asking for flight information 1) What time is your flight coming in? 2) Can you give me your flight number. C) Airport pickup 3) We’ll be standing in the arrivals hall. 4) How will we recognize you? B) Asking for requirements 5) What exactly did you have in mind? 6) Could you give me an idea of what you are looking for? E) Making assurances 7) We’ve got everything covered. 8) We’ve already taken care of it. D) Demonstrating flexibility to be polite 9) It’s up to you. 10) We don’t care – whatever you guys prefer.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

50

businessenglishpod Unit 506 – Checking on an Order Doing business across borders requires precise coordination, especially in the era of “just-in-time” delivery where goods need to be shipped to the customer at exact times. When a product is made in one country, assembled in another, and sold in a third, the companies involved need to be in constant communication from start to finish. Making sure that orders are made and delivered on time is an essential part of international business, and a lot of the monitoring will be done by phone. So, in this episode we’re going to look at ways to check on the progress of an order over the telephone. A while ago in BEP 92 & 93 we met Bill, a buyer for Bancroft’s, a chain of women’s clothing stores in the U.S. He’s placed a large order with Viva, an Italian fashion company, which is being coordinated by Catherine Traynor, Foxtrot’s shipping manager. Foxtrot is Viva’s U.S. distributor. It’s now several months later and the order is due to be delivered. But bill has just received a call from Bancroft’s warehouse to let him know that only half the order has been delivered so far. Now he’s calling Catherine to check on the rest of the delivery.

Listening Questions 1) How does Catherine let Bill know she’s looking for information about his order?

2) Where is the second part of the shipment?

3) What does Catherine offer to do to avoid separate deliveries in future?

© 2010 All rights reserved: businessenglishpod.com

51

Telephoning Vocabulary just-in-time: a manufacturing process where parts (or inventory) required to make a product are delivered to the manufacturer at the exact time they are needed, rather than kept in stock inside the factory. Just-in-time (or JIT) was a process pioneered by Toyota motors and is consider the foundation of most modern manufacturing approaches. “By implementing just-in-time inventory control, we can reduce lead times, improve quality, and most importantly, reduce manufacturing costs.” glitch: A minor problem that can easily be solved. “We’ve had a few glitches in changing over to the new billing system, but things have gone pretty smoothly on the whole.” distribution hub: A center where goods are collected for shipment before being sent out again to their final destination. “The company has opened a distribution center in Munich to service its Western European stores.” to sign for: To confirm the arrival of a delivery by signing a receipt. “The shipping records show that our client signed for the shipment when it arrived on Monday.” bear with me: a request for patience. “Please bear with me while I check your reservation.” to pull something up: To retrieve data from a computer system. “I can pull up your account and see if there are any charges outstanding.” in transit: in the process of being shipped. “The container arrived in port yesterday and is now in transit to our warehouse.” close of business: the normal end time of the business day. “I need the quarterly sales report finished by close of business Friday.” to cut it close: to leave very little time for errors or delays. “If we ship the parts on the 15th, they’re scheduled to reach China on the 30th. Production starts on the 31st so that’s cutting it pretty close.” to double-check: to check very thoroughly or repeatedly. “Katherine is going to double-check everyone’s schedules and make sure we’re all free to attend the meeting.” to consolidate: to combine goods in a shipment. “By consolidating the items in a single delivery, we can reduce our shipping costs by 40 percent.” to go the extra mile: to do more than is required for someone else. “Our sales team will always go the extra mile to keep our customers satisfied.” sounds like a plan: an informal expression for agreeing to a suggestions. A: “Do you want me to call Tony and ask him if the order will arrive today?” B: “Sounds like a plan. Call me back after you’ve spoken to him.”

© 2010 All rights reserved: businessenglishpod.com

52

businessenglishpod Dialog Catherine: Catherine Trayner. Bill: Hi Catherine, it’s Bill Yardley at Bancroft’s here. Catherine: Hey Bill. How’s it going over there? Bill: Not too bad. But listen, Catherine, we seem to have run into a glitch on the initial shipment from Viva. Catherine: You mean the Sports groupings? Bill: Uh-huh. I checked with our distribution hub in Phoenix and they signed for a delivery this morning. But it was just a partial shipment: only 1000 sets. Do you think you could check on the rest of the order? Catherine: Sure, Bill. Just bear with me a sec while I pull that up on my screen … [sound of typing] … Okay, here it is. It looks like the order was divided into two shipments – I’m not sure why, but that’s what it’s telling me – and they were shipped two days apart. The second shipment is still in transit but should be arriving by close of business today. Bill: Oh, I see. That’s cutting it pretty close! Catherine: It is a bit. But Bill, I know how important it is for you to get this order to the stores before the weekend, so let me do this: I’ll call Mario at Viva to double-check that the rest of the shipment’s arriving today. Bill: Great. Catherine: And I’ll see what we might be able to do about future orders. It may save time to consolidate everything at our Oklahoma warehouse before we ship to you. Bill: Terrific! I really appreciate your going the extra mile on this. Catherine: No problem Bill. I’ll get back to you as soon as I’ve spoken to Mario. Bill: Sounds like a plan! I’ll be around till 5. Catherine: Okay, speak to you soon.

© 2010 All rights reserved: businessenglishpod.com

53

Telephoning Debrief Bill and Catherine need to work together to solve what might be a problem with the Viva delivery – and in this short call, they’ve already made a lot of progress. Let’s look at some of the expressions they use to move the conversation along politely and professionally. First, Bill needs to introduce himself to Catherine after calling her. They’ve worked together before, so he knows that she’s going to remember him and that he can use a less formal approach. Catherine: Catherine Trayner. Bill: Hey Catherine, it’s Bill Yardley at Bancroft’s. Here, Bill’s approach is direct and brief, but he makes sure to give his name to avoid any confusion. It can also be useful to identify your company or provide some other information about your relationship to the person you’re calling. Let’s practice a few other ways to quickly identify yourself.    

Tony, hi. Sandra from Bancroft’s here. Hello Marcus, this is Frank returning your call. Bill? Hey, this is Yvonne calling from Lantos. Richard here, are you free to talk Jenny?

Catherine recognizes Bill immediately and offers to make some small talk before getting down to business. But Bill wants the conversation to get straight to the point: Catherine: Hi Bill. How’s it going over there? Bill: Not too bad. But listen, Catherine, we seem to have run into a glitch on the initial shipment from Viva. A glitch is an informal term for a minor problem, usually one that should be fairly easy to solve. By using this term, Bill is indicating that he’s not overly concerned about the shipment – but he wants to confirm with Catherine that there isn’t any problem that might affect the delivery of the rest of the order.. Listen to how Bill makes a request for Catherine’s help: Bill: I checked with our distribution hub in Phoenix. They signed for a delivery this morning. But it was a partial shipment: just 1000 sets. Do you think you could check on the rest of the shipment? The distribution hub for Bill’s company is a warehouse where shipments are received and then sent out to different stores. According to Bill, the warehouse signed for a shipment – that is, they accepted delivery from the shipping company – but they’ve only received part of the order.

© 2010 All rights reserved: businessenglishpod.com

54

businessenglishpod By asking “Do you think you could check on the rest of the shipment?”, Bill uses modal verbs and an indirect style to request action from Catherine. Here are a few other polite ways to ask for information on an order:    

Would you mind confirming that the order has been shipped? Can you please check and find out what happened to the order? I’m a little concerned about the schedule, so please let me know the status of the shipment? Could you give me an update on the expected delivery time?

It’s going to take a little while for Catherine to check her computer system to get the information she needs, and while he waits she wants Bill to know that she’s working on the problem. Listen to how she signals to Bill, to make sure he understands that she’s making progress: Catherine: Sure, Bill. Just bear with me a sec while I pull that up on my screen Expressions like bear with me, which means ‘please be patient’, are useful ways to fill ‘waiting time’ in a phone conversation – for example, while waiting for a response from a computer search or from another person. To let people know that you are searching for more information you can use phrases such as these:    

Let me just check that record in our system… Can you hang on for a moment while I check the status? Would you mind holding while I do a quick search? Hold on a sec while I pull that up on my screen.

In the final example, we’ve used the verb collocation to pull up, which means to retrieve a file or other data on a computer system. Once the data on Catherine’s computer comes up, she explains what she’s discovered to Bill: Catherine: It looks like the order was divided into two shipments – I’m not sure why, but that’s what it’s telling me – and they were shipped two days apart. Catherine’s computer system only has part of the answer Bill is looking for. She knows that the missing part of the shipment is on its way to the warehouse, but she can’t tell him why the shipment was split up, because the computer doesn’t have that information. By saying “that’s what it’s telling me” or “that’s what the system says”, she lets Bill know that she’s giving as much information as she can see hereself. Catherine and Bill also use some specific vocabulary to discuss the status of the order. Catherine: The second shipment is still in transit but should be arriving by close of business today. Bill: That’s cutting it pretty close! In transit means the shipment has left the manufacturers location and is on the way to the customer, but hasn’t actually arrived yet. Close of business means

© 2010 All rights reserved: businessenglishpod.com

55

Telephoning the time each day when the company usually stops working, usually around 5 or 6 pm. At many companies, close of business is at 5 p.m. And when Bill says the late shipment is cutting it close, he means that there’s barely going to be enough time to send the items back out to his stores before the weekend. Here are some other phrases Catherine could have used to tell Bill what her records are showing:    

Here’s what I’m seeing on my end. According to our system, it looks like everything’s on track. Our records indicate that someone at your office signed for the package this morning. I’m seeing two different orders on that PO. One’s due this week but the second is due at the end of the month.

PO is short for purchase order, a request to purchase a product or set of products. Now that Catherine has some information about the shipment, she can tell Bill what she plans to do to learn more. Catherine: Bill, I know how important it is for you to get this order to the stores before the weekend, so let me do this: I’ll call Mario at Viva to double-check that the rest of the shipment’s arriving today. Catherine promises to double-check, which means to check something very thoroughly to make absolutely sure the information is correct. In this case, she’s going to contact Viva to confirm that the rest of the order is scheduled to arrive later the same day. By offering to do this, she indicates to Bill that she’s taking the problem seriously. Let’s practice some more ways of offering to confirm or check on something:    

I know this is important to you so let me just double-check with the factory. I’ll be happy to check directly with production if that would put your mind at ease. Why don’t I talk to the shipping department and confirm that everything’s going smoothly? I’m going to speak personally with the supervisor to see what the hold-up is.

In the last example, a hold-up means a delay. To make sure Bill is kept informed about the progress of the shipment, Catherine also offers to call him back after she speaks with her contact at Viva. Listen to how their conversation ends: Bill: I appreciate your going the extra mile on this. Catherine: No problem. I’ll get back to you as soon as I’ve spoken to Mario.

© 2010 All rights reserved: businessenglishpod.com

56

businessenglishpod Bill thanks Catherine for going the extra mile, which means doing more than the minimum she needs to do. “Going the extra mile” is often a good way to build goodwill with customers and other business contacts, especially when problems arise. Here are some other ways to promise a follow-up telephone call:    

I’ll get right back to you after I check with the head office. Let me speak with Sarah and then call you back. I should be able to follow up with you by the end of the day. Would you like me to ring back after I’ve searched our records?

Okay, now it’s your turn to practice. First, let’s practice ways to let another person know you’re checking something for them. You can imagine that a client or business contact is calling you to with a concern. The caller will ask for information. After the beep, you can respond using some of the language we’ve studied today. For example, if you hear: Example Cue: Can you please check on what’s happening? It’s getting quite late. You can say: Example Answer: Sure Bill, just bear with me while I pull that up on my screen. Other phrases you can use include: “Hold on a sec while I check on that” or “Just a minute please whilst I do a quick search” or “let me just pull that up on my screen.” All right, let’s give it a try. We’ll play some example answers after the practice. Cue 1: Hi Tony it’s Fiona here. Can you check on that delivery of new computers? Learner 1:

Cue 2: I can’t seem to find any record that you paid us for that last order. Do you have the invoice at your end? Learner 2:

Cue 3: I need to confirm that you’ve booked me a seat on the flight to Chicago next Monday. Can you give me a confirmation number, please? Learner 3:

How did you do? Here’s some examples of the language you could have used.

© 2010 All rights reserved: businessenglishpod.com

57

Telephoning Answers Cue 1: Hi Tony it’s Fiona here. Can you check on that delivery of new computers? Learner 1: Sure. Hold on a sec while I pull that up on my screen. Cue 2: I can’t seem to find any record that you paid us for that last order. Do you have the invoice at your end? Learner 2: I’m sure we do. Can you hold on for a moment whilst I do a quick search? Cue 3: I need to confirm that you’ve booked me a seat on the flight to Chicago next Monday. Can you give me a confirmation number, please? Learner 3: Certainly, sir. Let me just check that record in our system. Now let’s practice useful collocations. You’ll hear a series of sentences with a word replaced with a beep. Repeat the whole sentence, but say the missing word. For example, if you hear… Example cue: Just let me have a at my calendar. You should say, Example answer: Just let me have a look at my calendar. We’ll play an example answer after each exercise. Are you ready? Let’s begin. Cue 1: There seems to be a in the software. It’s been running very slow since the upgrade. Learner 1: Cue 2: I’d like to get the furniture delivered a few days before we open. I’d rather not cut it too and then have an unexpected delay. Learner 2: Cue 3: I think all our outstanding bills have been paid, but let me just with finance to make sure. Learner 3: Cue 4: Richard really went the extra to help us finish the proposal in time. Learner 4: Cue 5: The rest of the parts are still in , so we can’t start assembling the equipment until they arrive. Learner 5:

© 2010 All rights reserved: businessenglishpod.com

58

businessenglishpod Answer 1: There seems to be a glitch in the software. It’s running very slow since the upgrade. Answer 2: I’d like to get the furniture delivered a few days before we open. I’d rather not cut it too close and then have an unexpected delay. Answer 3: I think all our outstanding bills have been paid, but let me just double-check with finance to make sure. Answer 4: Richard really went the extra mile to help us finish the proposal in time. Answer 5: The rest of the parts are still in transit, so we can’t start assembling the equipment until it arrive. That’s all for this episode on checking on the progress of an order. We’ve studied making a quick identification, asking to check on an order, letting a caller know you’re checking, explaining the status of an order, reassuring a customer by offering to check and offering to call a customer back. Thanks for listening and see you next time!

© 2010 All rights reserved: businessenglishpod.com

59

Telephoning Language Review A. Letting the Caller Know you’re Searching for Information Put the following jumbled sentences in order to review language for letting the caller know you’re searching for information. Write your correct response on the blank line below each group of mixed up words. 1. check hang status while moment can you on a I the for 2. on my bear screen with me up just pull a sec while I that 3. screen a sec I pull on that on hold while up my 4. while quick mind you holding I do search would a 5. in me record system check let just that our B. Explaining the Status of an Order and Offering to Double-check. Review useful language by filing in the blanks with words from the box below. system

orders

signed

hold up

track

due

ease

indicate

end

double

shipping

seeing

personally

check

confirm

Explaining the status of an order: 1. Here’s what I’m __________ on my __________. 2. According to our __________, it looks like everything’s on __________. 3. Our records __________ that someone at your office __________ for the package this morning. 4. I’m seeing two different __________ on that PO. One’s due this week but the second is __________ at the end of the month. Reassuring the customer by offering to check: 5. I know this is important to you so let me just __________ -check with the factory. 6. I’ll be happy to __________ directly with production if that would put your mind at __________. 7. Why don’t I talk to the __________ department and __________ that everything’s going smoothly? 8. I’m going to speak __________ with the supervisor to see what the __________ is.

© 2010 All rights reserved: businessenglishpod.com

60

businessenglishpod Answers Listening Questions 1) Catherine says, “Just bear with me a sec while I pull that up on my screen” to let Bill know she’s searching for information on his order. 2) We do not know the actual location of the second part of the shipment except that it is “in transit”, that is, the goods are still being transported to Bancroft’s distribution hub in Phoenix. 3) Catherine suggests to Bill that future shipments could be “consolidated”, or combined, at Foxtrots warehouse in Oklahoma before being shipped on to Bancroft’s. This will help avoid the problem of separate deliveries if orders have to be made in different locations. Language Review A. 1. 2. 3. 4. 5.

Letting the Caller Know you’re Checking Information Can you hang on for a moment while I check the status? Just bear with me a sec while I pull that up on my screen. Hold on a sec while I pull that up on my screen. Would you mind holding while I do a quick search? Let me just check that record in our system.

B. 1. 2. 3.

Explaining the status of an order: Here’s what I’m seeing on my end. According to our records, it looks like everything’s on track. Our records indicate that someone at your office signed for the package this morning. 4. I’m seeing two different orders on that PO. One’s due this week but the second is due at the end of the month. Reassuring the customer by offering to double-check: 5. I know this is important to you so let me just double-check with the factory. 6. I’ll be happy to check directly with production if that would put your mind at ease. 7. Why don’t I talk to the shipping department and confirm that everything’s going smoothly? 8. I’m going to speak directly with the supervisor to see what the hold up is.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

61

Telephoning

Unit 507 - Dealing with Customers on the Phone (Part 1) Welcome back to Business English Pod. My name’s Jennifer and I’ll be your host for this episode, the first in a two-part series on handling telephone inquiries. It’s natural to feel a little nervous when answering questions on the phone, especially when you’re using a different language. You can’t see the other person, so you can’t interpret facial expressions and body language. You also need to listen more carefully, so you can help the caller quickly and efficiently. Today, we’ll look at some common strategies that can make handling telephone inquiries a little easier. We’ll start with ways to answer the phone and identify yourself. We’ll also explain language you can use to verify a caller’s name, confirm something a caller says, and clarify the inquiry by restating it. Now, let’s listen to a conversation between Leroy, a customer service rep at a credit card company, and Paul, a customer. Paul has some concerns about his account and Leroy is helping him. As you listen to the dialog, try to answer the following questions: 1.

What is Paul’s main concern?

2.

How is Paul’s last name spelled?

3.

What are the last 3 digits, or numbers, of Paul’s bank ID number?

Vocabulary speaking (as in: “Tony, speaking.”): shortened way of identifying yourself on the phone. “Claims Department, Helen speaking.” to expire: to stop being valid or available. “The offer for discounted computer supplies has expired.” security purposes: A “purpose” is a reason for doing something. If someone requests information for “security purposes,” the purpose is to protect someone and keep personal information secure. “Identity theft is a big problem, so we always ask for an identification number for security purposes.”

© 2010 All rights reserved: businessenglishpod.com

62

businessenglishpod to verify: to make sure something is 100% correct. “Can you please verify the amount of your last payment?” yep: an informal way of saying “Yes.” “A: Did you see the match last night? B: Yep, it was exciting, wasn’t it?” to pull something up: to access (for example, account records on a computer). “I need to pull up your account information. Just a moment, please.” transaction: a business agreement or exchange. “When you withdraw money from an ATM, you are making a transaction with a bank.” stop payment: In banking, a request by a customer to stop processing a payment before a check has been cashed. “The amount was incorrect. Is it too late to put a stop payment on that check?”

Dialog Leroy: Customer care, Leroy speaking. How can I help you today? Paul: Yes…uh…my credit card’s about to expire and I haven’t received my new one yet. Leroy: Okay, I can help you with that. Could I get your name, please sir? Paul: Paul Jensen. Leroy: Paul…Jensen. Is that spelled S-O-N? Paul: No, it’s S-E-N? Leroy: Okay, got that. And for security purposes, could you please verify your bank ID number? Paul: 492Leroy: okay, 492Paul: uh-huh, 685Leroy: 685Paul: uh-huh, 636Leroy: 636… Okay, so that’s 492-685-636? Paul: Yep, that’s right. Leroy: Great. Let’s see…your current card expires at the end of May. And you haven’t received your new card yet. Paul: Right. And I haven’t moved in 20 years so I can’t understand where it might be.

© 2010 All rights reserved: businessenglishpod.com

63

Telephoning Debrief The conversation between Leroy and Paul may sound routine, but there are many things to consider. So let’s take a closer look. How does Leroy start off? Leroy: Customer care, Leroy speaking. How can I help you today? Here, Leroy answers the call. He identifies his department, Customer Care, and then identifies himslef by saying “Leroy speaking.” “Speaking” in this sense is a shorter way of saying, “This is Leroy speaking.” Then he asks the caller how he can help. It’s likely that the call was transferred to him from a receptionist or an automated system that gave the name of the company. Answering the phone can be slightly different depending on whether the call is internal – from inside the office – or external – from the outside. External calls are usually answered formally. It’s typical to identify the name of your company and department and give your name. It’s also common to add a question or statement like “How can I help you?” or “I’d be glad to assist you.” Let’s hear some examples. • • • •

Thanks for calling Allied Bank. My name is Maggie and I’m happy to assist you today. Sorry to keep you waiting. This is Frank. How can I help you? Customer Service. Manesh speaking. Hello, I’m Jenny and I’ll be helping you with your enquiry today.

When answering internal calls, you can usually be informal. Most of the time, the caller is another employee or someone else familiar to you. Here are some ways to answer internal calls. • • • •

Collections, Bob speaking. Admissions Office. Sandra. Hi, Tony speaking. Hello, Tech Support. Bob here.

Let’s hear what happens next. Paul: Yes…uh…my credit card’s about to expire and I haven’t received my new one yet. Leroy: Okay, I can help you with that. Could I get your name, please sir? Paul: Paul Jensen. Leroy: Paul…Jensen. Is that spelled S-O-N? Paul: No, it’s S-E-N? Leroy: Okay, got that. And for security purposes, could you please verify your bank ID number?

© 2010 All rights reserved: businessenglishpod.com

64

businessenglishpod Paul tells Leroy that his credit card is about to expire. Once a certain date – called an expiration date – has passed, the card will no longer be valid and he won’t be able to use it. He’s concerned because his replacement card hasn’t arrived in the mail yet. Leroy says he can help, then asks for his name. Notice how he phrases his question. “Could I get your name, please?” Using the word “could” makes the request less direct, which is considered more polite. When Paul gives his last name “Jensen” Leroy realizes that it could have more than one spelling. So he asks, “Is that spelled S-O-N?” to clarify, or make sure he has it right. This is important, since Paul’s name actual ends in S-E-N. Leroy further verifies Paul’s identity when he asks for his bank ID number “for security purposes.” This is how the bank protects its customers. Someone else could call and pretend to be Paul, so having a bank ID number gives Paul extra security. There are a number ways to verify a caller’s name and identification. Companies often ask for very specific pieces of information, such as an address, date of birth, or mobile phone number, as in these examples. • • • • •

Could I just get the name of your company? Then I can pull up your account information. How do you spell that, please? For security purposes, what is your mobile phone number? Can I verify your date of birth? Is that one “L” in Michelle or two?

Just one quick vocabulary note: When we we’re “pulling up” a customer’s account information, we’re just accessing it on the computer. Next, we’ll hear how Leroy confirms Paul’s bank ID number. Paul: 492Leroy: okay, 492Paul: uh-huh, 685Leroy: 685Paul: uh-huh, 636Leroy: 636… Okay, so that’s 492-685-636? Paul: Yep, that’s right. Paul gives his bank ID number and Leroy repeats it back to him in small chunks, using the word “okay” to show that he’s listening. Paul says, “Uh-huh” to indicate that the repeated information is correct. At the end of this exchange,

© 2010 All rights reserved: businessenglishpod.com

65

Telephoning he repeats the entire number back and uses a questioning tone, prompting Paul to say, “Yep. That’s right.” “Yep” is an informal way of saying “Yes.” It’s important for Leroy to confirm this information. If he mishears a number, Paul can correct him immediately, saving everyone trouble later on. Repeating information back to a caller is one way to confirm what someone has said, but it’s not the only one. Let’s practice some other ways to do this. • • • • •

Okay, so that’s spelled T-A-K-A-H-A-S-H-I. Let me make sure I have that right. I’d like to read that back to you. Just to confirm, you said the transaction date was March 30 th. correct? Let me just make sure I’ve got your name right…

Is that

In that set of examples, you heard the word “transaction.” A transaction is a business agreement or exchange. For example, if you charge something on your credit card, it will appear on your statement as a transaction. You made a credit card payment in exchange for a product or service. Now that Leroy has verified Paul’s information, they can start discussing his inquiry. Leroy: Great. Let’s see…your current card expires at the end of May. And you haven’t received your new card yet. Leroy clarifies Paul’s inquiry by restating it. Notice that he doesn’t repeat back exactly what Paul said at the beginning of the call. In fact, he adds information that he learned after pulling up his records – his current card expires at the end of May. Instead, he rephrases so that Paul can confirm his understanding. Clarifying in this way brings the conversation to the main issue. Let’s hear some other language we can use to clarify an inquiry by restating it. • • • • •

I see. So you ordered a replacement last week but it hasn’t arrived? Let me check on that. Yes, I can help you report your stolen card. There’s a problem with your invoice? Let me check our records. Okay, I’ll take care of that stop payment for you. I think I’ve got you now. The issue is not the delivery date, but that the orders need to go to different locations.

Here’s a couple of vocabulary notes from that last set of examples. A “stop payment” happens when a bank stops processing a payment before a check has been cashed. And “I’ve got you” can mean “I understand what you’re saying.” Now, let’s practice some of the language we’ve covered today. First, we’ll practice language that can be used to clarify an inquiry by restating. You’ll hear a caller explain a situation. Then you’ll hear a prompt. Use the language in the prompt to respond to the caller. © 2010 All rights reserved: businessenglishpod.com

66

businessenglishpod For example, if you hear: Example Situation: I’m pretty sure I ordered it last week. It should have been here by now. Example Prompt: ordered a replacement // hasn’t arrived // check on You can say: Example Answer: I see. So you ordered a replacement last week but it hasn’t arrived? Let me check on that. We’ll play an example answer after each one. Are you ready? Let’s give it a go. Situation 1: My credit card is lost! I can’t find it anywhere. Prompt 1: help // report // lost card Learner: Situation 2: I think there’s an error on my invoice. Prompt 2: error // invoice // check records Learner: Situation 3: I ordered 6 cartons, but I only got 3. Prompt 3: ordered 6 cartons // got 3 // check on Learner: Situation 4: I need to stop payment on a check, please. Prompt 4: take care // stop payment Learner:

Answer Answer records. Answer you. Answer

1: Okay, I can help you report your lost card. 2: So you think there’s an error on your invoice?

Let me check our

3: I see. So you ordered 6 cartons but only got 3. I’ll check on that for 4: Okay, I’ll take care of that stop payment for you.

Now let’s practice ways to verify and confirm information. You’ll hear a series of sentences with a word replaced with a beep. Repeat the whole sentence, saying the missing word. For example, if you hear: Example cue: How do you your name, please? You can say: Example answer: How do you spell your name, please?

© 2010 All rights reserved: businessenglishpod.com

67

Telephoning After each response, we’ll play the correct answer. Let’s begin. Cue 1: Can I just your name and address? Learner: Cue 2: My card is about to so I want to order a new one. Learner: Cue 3: Do you know the date of the last on your bank statement? Learner: Cue 4: For security , I need to verify your date of birth. Learner:

Answer 1: Can I just verify your name and address? Answer 2: My card is about to expire so I want to order a new one. Answer 3: Do you know the date of the last transaction on your bank statement? Answer 4: For security purposes, I need to verify your date of birth. We’ve reached the end of this episode, the first of a two-part series on handling telephone inquiries. We’ve discussed how to answer a call and identify yourself and how to verify the name and identification of a caller. We’ve also looked language to confirm what was said and clarify an inquiry by restating it. Be sure to listen next week, when we’ll hear more of Leroy and Paul’s conversation. Thanks for listening. And see you next time!

© 2010 All rights reserved: businessenglishpod.com

68

businessenglishpod Language Review A. Verifying Information Match the question in Column A with the correct response from Column B. A

B

1. Could you spell that for me, please?

a. October 23, 1972.

2. What is your date of birth?

b. 245097843

3. For security purposes, what are the last 4 digits of your mobile phone number?

c. Sure. It’s D-E-L-G-A-T-O

4. Could you please verify your account number?

d. No, there’s only one.

5. Is that spelled with two “n”s?

e. 7934

B. Vocabulary and Idioms Fill in the blanks with words from the box below. Be sure to put any verbs in the right tense.

expire speaking

verify security

pull payment

1. The bank will put a stop

on that check.

2. I just noticed that my driver’s license

in two weeks.

3. Before we start, I just need to 4. President’s Office, Jane

.

5. We ask these questions for 6. I’ll

some information.

purposes.

up your records on the computer now.

© 2010 All rights reserved: businessenglishpod.com

69

Telephoning Study Strategy Think about the ways people in your company answer internal and external telephone calls. Are they very different? Are there different levels of formality? Why or why not? Would the CEO answer the phone the same way as the company receptionist? Try writing down ways people in your company would answer the phone. Then try writing a script or some guidelines for your co-workers.

Answers Listening Questions 1. Paul is concerned because his credit card is about to expire and he hasn’t received his replacement card yet. 2. Paul’s last name is spelled J-E-N-S-E-N. 3. The last 3 digits of Paul’s bank ID number are 636. Language Review A. Verifying Information 1. c; 2. a; 3. e; 4. b; 5. d B. Vocabulary and Idioms 1. The bank will put a stop payment on that check. 2. I just noticed that my driver’s license expires in two weeks. 3. Before we start, I just need to verify some information. 4. President’s Office, Jane speaking. 5. We ask these questions for security purposes. 6. I’ll pull up your records on the computer now.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

70

businessenglishpod Unit 508 - Dealing with Customers on the Phone (Part 2) Welcome back to Business English Pod. My name’s Jennifer and I’ll be your host for this episode, the second of a two-part series on dealing with customers on the phone. When you’re helping a caller on the phone, unexpected things can happen. You might need to get some additional information from another source or have the caller to speak to someone else. Or, there may be some interference with the telephone connection that makes it hard to hear someone. It’s good to be prepared so that you can handle the call efficiently, without irritating the customer. In this lesson, we’ll look at some of these unexpected situations. We’ll discuss ways to tell a caller what’s happening during the call and how to politely question and clarify if you don’t hear or understand something. We’ll cover language for signaling that a call is about to end, and how to politely finish the call. In the last episode, we met Leroy and Paul. Leroy is a customer care agent for a credit card company. Paul is a customer whose card is about to expire. He hasn’t received a replacement card yet and Leroy is helping him. As you listen to the dialog, try to answer the following questions: 1. Why does Leroy need a minute to pull up Paul’s records?

2. What is Paul’s correct street address?

3. Why didn’t Paul receive his replacement card?

© 2010 All rights reserved: businessenglishpod.com

71

Telephoning Vocabulary to pull something up: to access something, like someone’s account records. “It’ll just take a minute to pull up your information.” the line: the telephone line. “Sarah, I have Mr. Jenkins on the line for you.” on hold: Putting a caller “on hold” means you temporarily stop the call without disconnecting the telephone line. The caller remains connected, but can’t hear what’s happening on your end until you return to the call. Often, the caller hears music or an automated message. “I need to check with my supervisor. Can I place you on hold for a moment?” prompt: A prompt instructs you to do something, like give information. “After the prompt, please enter your account number.” to punch in: to press keys, such as on a telephone or a computer keyboard. “Punch in your identification number, please.” to transfer: to send a phone call to another person at another telephone. “People who call about the price error should be transferred to Linda.” to connect: to send a phone call to someone. “I’ll connect you to Greg. One moment, please.” static on the line: scratchy noise that makes it harder to hear. “There’s a lot of static on the line. Do you mind if I call you back?” to follow someone: to understand someone. “I’m sorry, I just don’t follow you. Why should the deadline be extended?” to run through: to review, practice, or explain. “Let me run through that again. The shareholders meeting will be on the 26 th, not the 22nd.” I’m not with you: another way to say, “I don’t understand.” “Can you explain that again? I’m afraid I’m just not with you.” to go over: schedule.”

to review or explain.

“Let’s go over next spring’s publication

patience: the ability to tolerate something difficult or unpleasant. “We ask for your patience as we renovate our work space.” to be in touch: to be in contact. “Let me talk it over with our executive board. We’ll be in touch soon and give you our decision.”

© 2010 All rights reserved: businessenglishpod.com

72

businessenglishpod Dialog Paul: Right. And I haven’t moved in 20 years so I can’t understand where it might be. Leroy: Hmmm…that’s unusual. Just give me a minute to pull up your records. We have a new computer system now, so it’s a little slow. Paul: All right. Leroy: Okay… Mr. Jensen, it’s showing your address as 692 Federal Drive. Is that correct? Paul: No! I live at 692 Federal (line breaks up) Leroy: I’m sorry, Mr. Jensen, but the line is breaking up. Could you please repeat that? Paul: I said no, it’s 692 Federal Avenue. Leroy: Ah…I see what happened. Your address was entered incorrectly when we switched systems and I do apologize. We’ll get a replacement card out to you immediately. Paul: Okay, thank you. Leroy: Is there anything else I can help you with today? Paul: No. That should do it. Leroy: Great. Thank you, Mr. Jensen. We appreciate your business. Have a great day.

© 2010 All rights reserved: businessenglishpod.com

73

Telephoning Debrief Let’s look at Leroy and Paul’s conversation in more detail. Leroy: Hmmm…that’s unusual. Just give me a minute to pull up your records. We have a new computer system now, so it’s a little slow. Leroy says he needs a minute to “pull up” or access Paul’s records on his computer screen. He also explains that his computer system is slow. This lets Paul know that while he’s working on his inquiry, it might take an extra minute or two. If there’s a delay during a telephone call, or if anything unexpected happens, it’s a good idea to explain what’s going on to the caller. It’s a courtesy that shows you’re taking the caller’s inquiry seriously. For example, you might have to put a caller on hold. This means to temporarily stop the call without disconnecting it. Or, you might need to have a caller “punch in” some numeric information. To punch in information means to enter it by pressing keys – in this case, they keys on a telephone. You might also need to transfer, or send, a call to another person. Whatever the reason for the interruption, telling callers what’s happening lets them know what to expect. Let’s practice some more ways to do this. • • • • •

I just need to put you on hold for a moment. When you hear the prompt, please punch in your PIN. Let me check the computer for you. Just a minute please. I’ll transfer you to Accounting now I’ll connect you to tech support. Just a moment.

Let’s look at a couple of those vocabulary words. A “prompt” instructs you to do something, like give information. And to “connect” a phone call means to send the call to another person, just like the word “transfer.” When Leroy gets the information he needs, he continues. Leroy: Okay… Mr. Jensen, it’s showing your address as 692 Federal Drive. Is that correct? Paul: No! I live at 692 Federal (line breaks up) Leroy: I’m sorry, Mr. Jensen, but the line is breaking up. Could you please repeat that? Paul: I said no, it’s 692 Federal Avenue. Leroy tells Paul the address associated with his account, which is incorrect. Paul quickly starts to explain, but the telephone line “breaks up”, or stops working

© 2010 All rights reserved: businessenglishpod.com

74

businessenglishpod properly, just as he’s giving the right information. information again, to clarify.

So Leroy must ask for the

The need to clarify what’s been said is pretty common, especially over the phone. Since you can’t see the other person, you have to rely on what you hear. There can be technological problems such as poor mobile service or a bad phone connection. Or, it may be difficult to understand someone because of background noise or an unfamiliar accent. Sometimes, people speak too quickly, too. There are a variety of ways to clarify when you can’t hear or understand what is said, as in the following examples. • • • • • •

I’m sorry, there’s static on the line. Can you say that again? I’m afraid I didn’t follow you. Could you run through that again? I think we have a bad connection. Can I call you back? Sorry, I’m not with you. Could you go over that again? I heard you up to word “document” but missed everything after that. Could you tell me again, please? I’m not sure I’m following you. Could you explain that last part again?

Before we continue, let’s look at some of the vocabulary and idioms in that last set of examples. “Static on the line” means there’s some noise affecting the connection. You can only hear bits and pieces of what the other person says. The phrase “follow you” means “understand you.” “I’m not with you” means “I don’t understand you.” The phrases “run through” and “go over” are similar. They both mean review something or explain it to someone. Now, let’s get back to the dialog. How does Leroy solve Paul’s problem? Leroy: Ah…I see what happened. Your address was entered incorrectly when we switched systems and I do apologize. We’ll get a replacement card out to you immediately. Paul: Okay, thank you. Leroy: Is there anything else I can help you with today? Leroy explains the error with Paul’s address. When the company changed computer systems, his street was typed in as “Drive” instead of “Avenue.” Leroy tells him they’ll send a replacement card immediately. Then, Leroy asks, “Is there anything else I can help you with today?” While he fully intends to help Paul further if necessary, this type of question is one way to signal that a call is wrapping up, or about to end. He gives Paul an opportunity to ask another question, even though he might think the inquiry has been dealt with successfully.

© 2010 All rights reserved: businessenglishpod.com

75

Telephoning Signaling that a call is wrapping up is a polite way to start ending the call. It is less abrupt than just saying goodbye and gives the caller a chance to discuss something else if necessary. What are some other ways to signal that a call is wrapping up? • • • • •

Did you have any other questions? Anything else I can do for you today? Is there anything else I can help you with? You should be all set now, Mr. Jones. Okay, well I think that covers everything.

Paul says that should do it. He has nothing further to discuss. Now, Leroy can end the call. Paul: No. That should do it. Leroy: Great. Thank you, Mr. Jensen. We appreciate your business. Have a great day. When ending a business call, it’s customary to thank the person and wish him or her well, as in these examples. • • • • •

Thanks for calling and have a great day. Thank you for choosing Capital Partners for your insurance needs. Thank you for your patience. We’ll be in touch soon. Thanks for your business. Enjoy the weekend! It’s been a pleasure serving you.

Before we continue, let’s look at a bit of vocabulary from that last set of examples. “Patience” is the ability to tolerate something difficult or unpleasant. For example, when callers are inconvenienced, it’s a good idea to thank them for their patience. “Patient” is the adjective form. To be “in touch” means to be in contact with someone. Now, let’s practice some of the language we’ve covered today. First, we’ll practice language that can be used to clarify something when you can’t hear or understand what was said. You’ll hear a situation followed by a prompt. Use the language in the prompt to respond to the situation. For example, if you hear: Example Situation: too much background noise Example Prompt: sorry // couldn’t hear // tell me again You can say: Example Answer: I’m sorry, I couldn’t hear you. Can you tell me again? We’ll play an example answer after each one.

© 2010 All rights reserved: businessenglishpod.com

76

businessenglishpod Are you ready? Let’s give it a go. Situation 1: static on the line Prompt 1: sorry // static // repeat that Learner: Situation 2: caller is difficult to understand Prompt 2: afraid // not with you // go over Learner: Situation 3: bad phone connection Prompt 3: think // bad connection // call back Learner: Situation 4: caller is explaining something very complex Prompt 4: sorry // follow you // run through that Learner: Answer 1: I’m sorry, but there’s static on the line. Could you please repeat that? Answer 2: I’m afraid I’m not with you. Could you go over that again, please? Answer 3: I think we have a bad connection. Can I call you back? Answer 4: I’m sorry, but I don’t follow you. Can we run through that again? Now let’s practice ways to tell a caller what is happening. You’ll hear a series of sentences with a word replaced with a beep. Repeat the whole sentence, saying the missing word. For example, if you hear: Example cue: Let me you to the Sales Department. You can say: Example answer: Let me transfer you to the Sales Department. After each response, we’ll play the correct answer. Let’s begin. Cue 1: Can I put you on for a moment? Learner: Cue 2: Give me a minute to pull your records. Learner: Cue 3: Excuse me Paul, I have Kay from Kobayashi on the . Learner: Cue 4: Please punch your PIN after you hear the beep. Learner:

© 2010 All rights reserved: businessenglishpod.com

77

Telephoning

Answer 1: Can I put you on hold for a moment? Answer 2: Give me a minute to pull up your records. Answer 3: Excuse me Paul, I have Kay from Kobayashi on the line. Answer 4: Please punch in your PIN after you hear the beep. We’ve reached the end of this episode, the second of a two-part series on telephone inquiries. We covered ways to tell callers what’s happening if there’s some sort of interruption. We also talked about how to clarify when you can’t hear or understand what was said, how to signal that a call is ending, and how to end the call professionally. Thanks for listening. And see you next time!

© 2010 All rights reserved: businessenglishpod.com

78

businessenglishpod Language Review A.

Ending the Call

Put the following jumbled sentences in order to review language for ending a telephone call. Write your correct response on the blank line below each group of mixed-up words. Each response has two short sentences. 1.

enjoy calling thanks the weekend for

2.

day appreciate business we good your a have

3.

holiday Central Bank thanks a choosing for great have

4.

your day patience good a for have thanks

5.

soon you much back thank touch we’ll in be very

B. Vocabulary and Idioms Complete each sentence with vocabulary from this lesson. line

over

back

run

static

follow

1.

It’s hard to hear you. There’s

2.

I’m sorry, I don’t

3.

Can we go

4.

I have Mr. Sosa on the

5.

Let’s

6.

We’ll be

on the line. what you’re saying.

those instructions one more time? for you.

through the procedure again for practice. in touch with you next week.

© 2010 All rights reserved: businessenglishpod.com

79

Telephoning Study Strategy In this episode, we talked about ways to signal that a call is wrapping up. What are some reasons you’d want to do this? Do you use the same types of signals in your native language? Do you think such signals necessary? Do you think they’re related to culture or personality? What other signals could you use? Try writing a dialog that involves using these signals. Then, practice it with a friend or colleague. You could also discuss how the signals might be considered by various types of callers. For example, what would you do if a caller talked on and on, even after their inquiry was answered? Or a caller who was very abrupt?

Answers Listening Questions 1. Leroy’s computer system is slow, so he needs a minute to pull up Paul’s records. 2. Paul’s correct street address is 692 Federal Avenue. 3. The credit card company did not have Paul’s correct address. A. Ending the Call 1. 2. 3. 4. 5.

Thanks for calling. Enjoy the weekend! We appreciate your business. Have a good day. Thanks for choosing Central Bank. Have a great holiday. Thank you for your patience. Have a good day. Thank you very much. We’ll be back in touch soon.

B. Vocabulary and Idioms 1. 2. 3. 4. 5. 6.

It’s hard to hear you. There’s static on the line. I’m sorry, I don’t follow what you’re saying. Can we go over those instructions one more time? I have Mr. Sosa on the line for you. Let’s run through the procedure again for practice. We’ll be back in touch with you next week.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

80

businessenglishpod

Unit 509 – Telephoning: Handling Sales Calls Welcome back to Business English Pod. My name’s Jennifer and I’ll be your host for this podcast on dealing with sales calls. We’ve looked before at how to set up an appointment on the phone with someone you already know (BEP 119), but what about if you haven’t met the person or established a relationship with them yet? In today’s podcast, we’ll be looking at how to make contact with a prospective client and, on the opposite end of the line, we’ll examine language you can use to politely decline a request for information or a meeting. We’ve already met Mario from Viva Fashions in previous episodes. Now Mario wants to meet with the head buyer for a chain of American stores owned by DeBourg Brands but, at this point, he doesn’t even know the buyer’s name. Mario is going to “cold call” the company and see if he can reach the buyer. First, he needs a name, and then he needs to try to speak to the buyer to make an appointment. As you listen, try to answer these questions.

Listening Questions – First Call 1) What techniques does Mario use to get information from Joan? 2) Why do you think Joan agrees to help Mario?

Dialog - First Call Joan: Good morning, DeBourg Brands, this is Joan, how may I help you? Mario: Good morning, Joan. I’m calling from Viva in Italy, and I was wondering if you could help me by answering a quick question. Joan: Sure. How can I help you? Mario: Well, we’re updating our records and I just need the name of your head buyer. Could you help me out with that? Joan: I could transfer you to that department if you’d like? Mario: No, no, that’s not necessary. This is a long-distance call, and I don’t want to bother anyone. I just need the name for our records. Joan: Just a moment, please. Okay, here it is. William Parker is the new Director of Merchandising; they’re in charge of buying. Mario: Perfecto! Oh, and could you tell me his extension number or direct line? Joan: Errr … His assistant, Ms. Vaketer, is at extension 5839. Mario: Thank you so much, Joan. Ciao! Joan: Thank you for calling.

© 2010 All rights reserved: businessenglishpod.com

81

Telephoning Vocabulary cold call: A call that is not expected, from someone the person receiving the call probably doesn’t know. Cold calling is usually done by salespeople and telemarketers to arrange an appointment or sell a product over the telephone. “My boss wants me to make 25 cold calls every day!” updating our records: When information in a database is checked and corrected to show the most recent and accurate information. “There’s a new telephone area code in that part of California, so we’ll have to update our records.” head buyer: The senior person in a company who makes decisions about what products to buy for re-sale, usually in the retail industry. When products are bought for internal use, the decision maker is usually called the “head of purchasing.” “The head buyer is in Milan this week for the Spring Fashion shows.” bother: To annoy or disturb. “Sorry to bother you, but I was wondering I could borrow your phone for a quick call?” direct line: A separate, unique telephone number that reaches someone at their desk, rather than going through a company switchboard. “Her direct line is 5551486.” exclusivity: When a business has sole or exclusive rights to sell a particular product line in a particular region. “We have exclusivity for this item in Brazil.” brochure: A printed presentation of a company or product. Similar to “catalog”. “Would you like one of our brochures? It explains all the areas we operate in.” pop in: Informal expression meaning to visit someone, usually without a formal appointment. “Do you mind if I pop in and say hi when I’m next in town?” drop off: Phrasal verb meaning to deliver an item to someone. “If you’re going by the office, could you drop off the sales report to Tony?” max: Shortened form of “maximum.” max.”

“I shouldn’t cost more than $10, $15

squeeze me in: An informal expression used to minimize an appointment request. "I realize you must be very busy, but if you could squeeze me in on Tuesday afternoon, I won't take up too much of your time." not at liberty: Unable to. “I’m afraid I’m not at liberty to disclose any personal information on our employees.” gatekeeper: A person, usually an assistant or secretary, who “guards” or restricts access to the boss. “Knowing how to get past the gatekeeper is a critical skill for anyone in sales.”

© 2010 All rights reserved: businessenglishpod.com

82

businessenglishpod First Call Debrief Let’s review a few points in the call between Mario and Joan. Mario: We’re updating our records and I wanted to know the name of your head buyer. Could you help me out with that? Joan: I could transfer you to that department if you’d like. Mario: No, no, that’s not necessary. You’ll notice that Joan offers to transfer Mario to the buying department, but he stops her. This is because he thinks he can get the name he’s looking for from Joan, and doesn’t want to risk talking to another, less helpful person. By saying, “I need the name for our records,” Mario implies that he’s merely gathering information to enter into a computer; if he made it clear he was a salesman, Joan might not help him. After getting the name, Mario then asks for the buyer’s phone number, hoping that Joan will continue to be helpful. Perhaps realizing that she may have gone too far already, Joan gives him the name of the buyer’s assistant instead. Mario: Oh, and could you tell me his extension number or direct line? Joan: His assistant, Ms. Vaketer, is at extension 5839. Joan could have been even more direct with Mario and refused to provide any information. What else can we say to politely decline a request for contact information? Let’s listen to a few more examples:    

I'm sorry, but I can't give out that information over the phone. I'm afraid that information is confidential. We’re happy to receive enquiries through the website, but I can’t give out personal details over the phone. I'm afraid I'm not at liberty to disclose that information.

Having been successful with Joan, Mario must now try to get past the buyer’s assistant, or “gatekeeper”, in order to schedule an appointment with Mr. Parker himself. Often, a secretary or executive assistant is known as a “gatekeeper,” because they guard and restrict access to the boss. We’ll listen to that conversation in a moment, but first, here are some more listening questions to consider.

Listening Questions – Second Call 1) In the second dialog, why do you think Mario keeps saying “thank you” instead of “please” after making a request? 2) What language does Mario use when stating the reason for his call, and why? 3) Throughout the conversation Mario uses informal language to minimize his request. Can you spot a few examples?

© 2010 All rights reserved: businessenglishpod.com

83

Telephoning Dialog - Second Call Barbara: you?

Good morning, Mr. Parker’s office, this is Barbara, how may I help

Mario: Hello, Barbara. This is Mario from Viva Fashions. Is Bill in the office? Barbara: Er… yes he is. Mario: Great! May I speak to him? Thank you. Barbara: Can I ask what it’s about? Mario: Yes, we’re expanding into the American market, and I wanted to give him the opportunity to get exclusivity in the Midwest region. If you could just tell him I’m on the line. Thank you. Barbara: I see. He’s a little busy at the moment. Do you have a brochure you could send? Mario: Well, as it happens, I’ll be in town on Wednesday the 14th and I was wondering if I could pop in for a quick visit? I’d just like to drop off a couple of samples from the collection Bill is interested in. Barbara: that day.

The 14th you say?

He has several meetings already scheduled for

Mario: No problem, I’ll just need fifteen minutes of his time max. squeeze me in at 10:30?

Can you

Barbara: Well, that might be all right. Let me just … Mario: Great! The name again is Mario Palma from Viva Fashions; I’ll include my business card with the information I’m sending you today. I look forward to meeting you both at 10:30 on the 14th. Barbara: Okay, bye now.

Second Call Debrief There are several interesting things happening in this call. Mario’s tone is very different when talking to Barbara from the way it was when talking to Joan. He is more dominant and even aggressive, and this is communicated in his language. Let’s listen back to a couple of examples: Mario: Great! May I speak to him? Thank you. Mario: If you could just tell him I’m on the line. Thank you. Mario sounds like he expects to be obeyed, whereas with Joan in the first conversation, he sounded less confident and more in need of help. The second technique Mario employs is to use softening language such as “I was wondering if…” and “just.” To say, “I was wondering if…” makes a request less strong. Listen to the difference in these examples:

© 2010 All rights reserved: businessenglishpod.com

84

businessenglishpod  

Could I speak to Ms. Jones? I was wondering if I could speak to Ms. Jones?

 

Could we change this? I was wondering if we could change this?

 

Would tomorrow be a good time to meet? I was wondering if tomorrow would be a good time to meet?

Mario also uses the word “just” a great deal. “Just” is an adverb that means “only” in this context, and again serves to make a request seem less direct. We insert “just” between a modal word like “could” or “may” and the main verb in the sentence. For example: If you could just tell him I’m on the line. Let’s stop for a moment and practice this technique. Listen to the following sentences. Then repeat each sentence, adding the word “just” instead of the beep. Ready? Let’s give it a try. Could I _____ make a suggestion? Learner: ________________________________________________. Could I _____ talk to her for a moment? Learner: ________________________________________________. Could I _____ interrupt here? Learner: ________________________________________________. How does Barbara, the “gatekeeper”, defend against Mario’s persistence? Barbara: I see. He’s a little busy at the moment. Do you have a brochure you could send? Barbara’s obviously used to this type of call and deploys a common technique used to dismiss meeting requests from salespeople. Asking the salesperson to send a brochure is one excuse. What else can we say to avoid agreeing to a meeting?    

Our purchasing department handles all new vendors. Would you like their email address? That sounds really interesting, but we have no need for this type of service at the moment. We’re okay at the moment. But, if you give me your number, I’ll call you back if the situation changes. I’ll be happy to pass a message to Ms. Clinton. Could I have you’re contact number?

Notice that in several of these examples, we asked the caller to provide their contact details so we can call them back. While this is likely just an excuse to get rid of the caller, it serves a useful purpose by denying the salesperson another reason to call and keep bothering you.

© 2010 All rights reserved: businessenglishpod.com

85

Telephoning Back in the dialog, Mario persists with his request. Mario: …but as it happens, I’ll be in town on Wednesday the 14th and I was wondering if I could pop in for a quick visit? I’d just like to drop off a couple of samples from the collection Bill is interested in. Barbara: that day.

The 14th you say?

He has several meetings already scheduled for

Mario: No problem, I’ll just need fifteen minutes of his time, max. squeeze me in at 10:30?

Can you

Mario is using a couple more techniques here to put Barbara at ease and make her more receptive to his request for a meeting. He uses lots of slang in his call to Barbara, such as “pop in,” “fifteen minutes … max” and “squeeze me in”. This very informal language implies that Barbara is his friend rather than a stranger, and Mario hopes she will relax and give her new “friend” the appointment with her boss. Mario begins many of his sentences with words like “great” and “certainly” to imply that he agrees with Barbara before he quickly moves to his next topic. These words also give the impression that the two people have decided on something. Barbara: Okay, that might be all right. Mario: Great! The name again is Mario Palma… . By using the modal verb “might” Barbara has only signaled tentative agreement, but Mario locks the appointment in by saying “Great!” and immediately changing the subject. Once again, Mario is the dominant person in the conversation. Let’s practice some other examples that could be used to get past the gatekeeper:     

Mr. Mauer and I went to university together, and I just wanted to say 'hi'. Ms. O'Neill and I met at the trade show in Las Vegas, and I just wanted to let her know about a new product we’ve released. I'm following up on my e-mail I sent last week. I'm in town next week and Tony said to drop by if I was in the neighborhood. Just tell him Bill Lewis is on the line: he knows who I am.

There’s one last point worth highlighting about Mario’s phone technique: Throughout the conversation with Barbara, Mario’s voice goes down at the end of his sentences, not up. This is because raising one’s tone at the end of a sentence implies a question, whereas lowering it implies a statement or even a command. Before we go, let’s practice using some of the vocabulary we introduced in this lesson.

© 2010 All rights reserved: businessenglishpod.com

86

businessenglishpod You’ll hear a series of sentences with a verb replaced with a beep. Repeat the whole sentence saying the missing word. For example, if you hear: Example Learner: I’ll be in town next week – do you mind if I in and say ‘hello’? You can say: Example Answer: I’ll be in town next week – do you mind if I pop in and say ‘hello’? After each response, we’ll play the correct answer. 1. Sorry to you, but I was wondering if I could borrow your phone for a quick call? 2. We have for this item in Brazil. 3. Could you tell me his extension number or line? 4. We’re our records, so I’d like to confirm his telephone number.

Answer 1: Sorry to bother you, but I was wondering if I could borrow your phone for a quick call? Answer 2: We have exclusivity for this item in Brazil. Answer 3: Could you tell me his extension number or direct line? Answer 4: We’re updating our records, so I’d like to confirm his telephone number. That’s all for our episode today on dealing with sales calls. We’ve looked at ways to obtain information over the phone, getting past gatekeepers, and scheduling an appointment. We’ve also reviewed the language and vocal tone that are most effective when requesting information, or a meeting, via the telephone. Thanks for listening and see you next time.

© 2010 All rights reserved: businessenglishpod.com

87

Telephoning Language Review A. Jumbled Sentences Rearrange the following questions to put each sentence in the correct order. 1. could a I question ask just

2. have your I a time could of just moment

3. changes make few could just a we

4. could I say something just if

5. butt moment may for just in I a

B. Functional Language 1. Which sentence has the strongest, most direct tone? a) I was wondering if I could speak to Jim Farlow? b) Would it be possible to speak to Jim Farlow? c) Jim Farlow, please. 2. Which question is correct? a) Could just I speak to Mr. Barlow? b) Could I just speak to Mr. Barlow? c) Could I speak just to Mr. Barlow? 3. Which question is not polite? a) May I speak to the head buyer's office? b) Put me through to the head buyer. c) Head buying office, please. 4. Which statement is correct? a) We can offer you exclusivity in Argentina. b) We can offer you subjectivity in Argentina. c) We can offer you exclusive in Argentina.

© 2010 All rights reserved: businessenglishpod.com

88

businessenglishpod C. Reviewing Modals Modals are auxiliary verbs that are placed before the main verbs in a sentence to modify them. Typical modals are can, should and must. Modals can be “weak” or “strong”: Weak modals = can, could, may, might (and their opposites). Stronger modals = should, ought to (and their opposites). Strongest modals = must, will, has/have to, had better, has/have got to (and their opposites). There are more modals in English than in many other languages, and it is important to understand the difference in level and tone for each modal group. For example, you wouldn’t say, “We must eat at the Italian restaurant tonight,” because it sounds like you are giving a command to your friends. Instead, you would say, “We could eat at the Italian restaurant tonight,” or “Maybe we could eat at the Italian restaurant tonight?” This sounds more like a friendly suggestion than an order. For each of the examples below, choose the best modal to fill in the blanks: 1. I think you __________ take a holiday — you're very stressed! 2. You __________ never mix alcohol with sleeping pills — you could die! 3. He __________ stop drinking, or his wife will leave him. 4. You __________ have some more coffee if you want. 5. I __________ finish these PowerPoint slides by Tuesday—I am making the presentation on Wednesday morning. 6. If you need a hotel in London, you __________ ask the tourist office, or you __________ find one on the Internet.

© 2010 All rights reserved: businessenglishpod.com

89

Telephoning Answers Listening Questions First Call 1) He claims he is just gathering data to update records; he doesn’t tell her he is a salesman. He also tells her he’s on an expensive long-distance call to make her answer quickly and to stop her from transferring his call. 2) She thinks he is a clerk, not a salesman. He sounds like a charming Italian, and she obviously doesn’t think there is much harm in giving him a name and phone number. Second Call 1) He is speaking as if he expects Barbara to do what he wants, rather than asking her to do things. This makes it more difficult for her to refuse him, and it also gives the impression that he has more authority. 2) He says he wants to offer Barbara’s boss exclusivity. This means that if she refuses to make the appointment, she risks losing that exclusivity for her company. 3) Mario says several things that make it seem that his requests are small and wouldn’t really be a “bother” to Barbara’s boss. For example:  I was wondering if I could pop in for a quick visit  I’ll just need fifteen minutes of his time, max  Can you squeeze me in at 10:30

Language Review A. Jumbled Sentences 1. Could I just ask a question? 2. Could I just have a moment of your time? 3. Could we just make a few changes? 4. If I could just say something? 5. May I just butt in for a moment? B. Functional Language 1. c) Jim Farlow, please. 2. b) Could I just speak to Mr. Barlow? 3. b) Put me through to the head buyer. 4. a) We can offer you exclusivity in Argentina. 5. c) It wasn't my fault, scout's honor! C. Reviewing Modals 1. 2. 3. 4. 5.

I think you ought to / should take a holiday — you're very stressed! You must never mix alcohol with sleeping pills — you could die! He has to / has got to / must stop drinking, or his wife will leave him. You can / may have some more coffee if you want. I have to / have got to / must finish these PowerPoint slides by Tuesday—I am making the presentation on Wednesday morning. 6. If you need a hotel in London, you can / could / may / might ask the tourist office, or you can / could / may / might find one on the Internet.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

90

businessenglishpod

Unit 510 – Dealing with Problems over the Phone Welcome back to Business English Pod. My name’s Jennifer and I’ll be your host for this lesson on discussing problems over the phone. For the example today, we’ll focus on chasing up an outstanding invoice, or a bill that hasn’t been paid on time. In business, it’s not unusual to have a customer who’s late with a payment. Sometimes an invoice just hasn’t been received; other times the customer might not have the funds to cover the bill. Eventually, you need to call, discuss the problem, and try and work out a solution. In today’s lesson, we’ll practice phrases for introducing the problem, clearly stating the details in a polite but firm manner, making an offer and proposing a solution. The dialog features Marcy, who works for Computer Solutions. Marcy’s company provided software and training for Jack Fountain’s department at ATI Communications. Months have passed since Marcy submitted her first invoice, but no payment has been made. She’s calling to find out why. First, she speaks with Donna in the Accounts Payable department. As you listen, try to answer the following questions. Listening Questions 1) Where does Jack think Marcy’s invoice might be?

2) What are the payment terms that Jack agreed to?

3) What solution does Jack suggest?

© 2010 All rights reserved: businessenglishpod.com

91

Telephoning Vocabulary Accounts Payable: The department that handles a company’s bill-paying.4 “Jasmine in Accounts Payable will know when that was paid.” To follow up: To check on a request after it’s been made. “Mark hasn’t called me back yet. I’ll follow up with him tomorrow.” Second request: A request for information or payment made for the second time. “I asked Rose & Co. for that information, but they haven’t responded. I’ll send a second request this week.” Outstanding: outstanding.”

Unpaid or unresolved.

“That client still has four invoices

Purchase order number/PO number: A number assigned by a company to track a purchase. “What’s the PO number for the laptops?” What’s this about…?: Idiom used to ask what is happening with a particular person or thing. “What’s this about a holiday party scheduled for January?” What’s the deal?: Idiom used to ask for a status update. “What’s the deal with Margaret? Will she be back from maternity leave by then?” Mountain of paperwork: An excessive amount of papers and files. “I’d help you, but I’ve got a mountain of paperwork on my desk right now.” Lost in the shuffle: Missing after items have been moved around. “I can’t find the Planco folder anywhere. It must have gotten lost in the shuffle.” Terms: Conditions of an agreement. “I won’t sign a contract with those terms.” Net 30 days: A term that requires payment within 30 days of the invoice date. “Our terms are net 30 days, so we’d expect payment by November 1” Interest: Charges added to an amount invoiced because a payment is late. “I had no idea they’d charge us so much interest. Most of our vendors are more lenient than that.” Overdue payment: A payment that has not been made in the expected time frame. “We just can’t work with that vendor anymore. Too many overdue payments.” To work with someone: To cooperate toward a common goal. “We understand your need for smaller office space. We’ll work with you on the lease terms.” Payment plan: an agreement for one party to pay another, usually in installments. “We’ve just set up a payment plan with Louise. She’s going to send in $50 each month. Tell you what: Idiom used to introduce a suggestion. “Tell you what. I’ll charge you half the amount when we sign the contract. The other half will be due when it’s completed.” Expedite: To process a transaction more quickly than usual. “Is there any chance you could expedite the contract signing? We’d like to start this project as soon as we can.” Will do: Informal phrase that means “I will do that.” Manager: “Please have that ready for me by Tuesday.” Employee: “Will do.” Malfunction. Not working. “Everyone in the office was sent home early. The heating system was malfunctioning.” Snail mail. Mail delivery via a regular postal service. “Their internet service isn’t reliable, so I always send important documents by snail mail instead of e-mail.”

© 2010 All rights reserved: businessenglishpod.com

92

businessenglishpod Dialog Donna: Accounts Payable, Donna speaking. Marcy: Hi, Donna. This is Marcy calling from Computer Solutions. I’d just like to follow up on an invoice. Donna: Certainly. How can I help you? Marcy: Well, back in October, our company installed new software and provided training for Jack Fountain’s department. We sent out our invoice #224 on October 30 th, but we haven’t received payment. I sent a second request on December 15th, but that’s still outstanding. The PO number is 53697. Could you please tell me what your records show? Donna: Hmm….I’m sorry, but I’m not seeing anything. Let me transfer to you to Jack. …………………… Jack: Hi, Marcy. What’s this about unpaid invoices? Marcy: Yeah, I don’t know…I’m just wondering what the deal is. Maybe they got lost in the shuffle somehow? Jack: Well…to be honest, Marcy, my desk is a mountain of paperwork right now. I’m sure I’ve got your invoices buried here somewhere. Marcy: That happens to all of us! But really, Jack, you know our terms are net 30 days with interest applied to overdue payments. We discussed that when we signed the contract. Right? Jack: Uh-huh. Marcy: Now, I’m willing to work with you. If you need a payment plan or something… Jack: No, no, it’s not that. You’re right, Marcy. I’m sorry for the delay. Tell you what: e-mail me another invoice and I’ll make sure it’s expedited. We’ll get a check out to you by Friday. Marcy: Okay, Jack. So, I’ll have a check by early next week then? Jack: Yes. If it’s not there by Tuesday, call me. Marcy: Will do. Thanks for your help.

© 2010 All rights reserved: businessenglishpod.com

93

Telephoning Debrief So what language and expressions does Marcy use to resolve her problem? Let’s take a look. Marcy: Hi, Donna. This is Marcy calling from Computer Solutions. I’d just like to follow up on an invoice. Marcy starts by giving the general background to the problem she wants to discuss. Doing this places the problem in a context. Marcy doesn’t know whether the person answering the phone will be familiar with her company or the invoice. She doesn’t even know if the person who answers is the person who can help her. So instead of confusing the person with details at the beginning, she uses one sentence to state what her call is about. In the following examples, pay attention to how the problem is introduced simply and clearly.    

I have a question about returning merchandise. I’ve been reviewing all the documents and I think there might be a mistake in the contract. I need to make a change to the order we placed yesterday. Our copier just started malfunctioning. It’s flashing error code 622.

In this case, Donna in Accounts Payable lets her know she’s called the right department. Marcy can then follow on with more details: Marcy: Well, back in October, our company installed software and provided a half day of training for Jack Fountain’s department. We sent out our invoice #224 on October 30th, but we haven’t received payment. We sent a second request on December 15 th, … Notice that Marcy has all the relevant information to hand. This makes Donna’s job easier. She can just look up the records and give Marcy a quick answer. Giving detailed information on the phone can be tricky, so let’s practice some more examples.    

We took delivery of this desk less than six months ago and now we’ve discovered a crack in the wood. On page 4, it says the first phase of the work would be completed by June 30. But over the phone, we had agreed to July 31. On the order for Friday, March 9th, the only items listed are soft drinks and bottled water. But we’d like to add 2 cases of ground coffee too. When we try to make double-sided copies, the machine squeals and we get error code 622. That code isn’t explained in the manual.

When Donna replies that she’s “not seeing anything,” she means that there are no records of Marcy’s invoice or the second request. So she transfers Marcy to Jack Fountain because he was her contact person for the work involved.

© 2010 All rights reserved: businessenglishpod.com

94

businessenglishpod Because Marcy and Jack know each other, they use more informal language. Jack asks, “What’s this about unpaid invoices?” and Marcy knows that “this” refers to the background information that Donna likely told Jack before she transferred Marcy’s call. Let’s look at Marcy’s first response to Jack. Marcy: Yeah, I don’t know…I’m just wondering what the deal is. Maybe they got lost in the shuffle somehow? When Marcy refers to “the deal,” she’s not talking about a business deal. Sometimes the phrase “What’s the deal?” means “What’s going on?” or “What’s happening with this?” Notice, too, that Marcy uses a soft, polite approach at this point. She suggests that maybe the invoice and second request got “lost in the shuffle” – that they may have been mixed up with other papers or stuck to a folder that has since been filed away. This is a more polite way of questioning, as opposed to “Why hasn’t your company paid our bill?” Jack responds with: Jack: Well…to be honest, Marcy, my desk is a mountain of paperwork right now. I’m sure I’ve got your invoices buried here somewhere. We can imagine that Marcy’s invoice is buried under piles of paper on Jack’s desk. This is probably why Donna in Accounts Payable did not see anything in her records regarding the bill. What does Marcy say next? Marcy: That happens to all of us! But really, Jack, you know our terms are net 30 days with interest applied to overdue payments. We discussed that when we signed the contract. Right? Marcy begins her response on a light note, but she hasn’t forgotten the reason she’s calling. She lets Jack know, politely but firmly, that payment terms were explained and agreed to when the two parties signed their contract. What are some other ways to be polite, but firm?    

I understand your situation, but we can’t move forward without these numbers. We’d like to accommodate you, but we can’t do that on such short notice. Everyone makes mistakes, I know. But we need to come up with another plan quickly. I know you’re trying to find a solution, but the procedure you recommended didn’t work for us.

Marcy does understand, however, that sometimes bills cannot be paid on time. She values Jack’s business and wants to keep a positive professional

© 2010 All rights reserved: businessenglishpod.com

95

Telephoning relationship. So she offers a payment plan, which would allow Jack’s company to pay the money owed in installments, or a series of smaller payments. Marcy: Now, I’m willing to work with you. If you need a payment plan or something… One of the essential steps in solving a problem is to provide the other person with an alternative, so let’s cover a few more ways to make an offer.    

How about if we fax the documents in the morning? Perhaps we could ask a few employees to work this weekend. I can review that report on the plane. Would that work? We could ask Ed to switch shifts with Nora.

Next, Jack tells Marcy that a payment plan won’t be necessary and apologizes for the late payment. Jack: No, no, it’s not that. You’re right, Marcy. I’m sorry for the delay. Tell you what: e-mail me another invoice and I’ll make sure it’s expedited. We’ll get a check out to you by Friday. “Tell you what” is an idiom that sets up a plan or solution. It’s usually followed by what the speaker intends to do. In this case, Jack will expedite, or speed up, the payment process if Marcy e-mails him another invoice. He’ll make the payment his priority and make sure it’s sent out promptly. Let’s review a few alternative ways to propose a solution:    

I’ll have the trustees sign off on it and overnight it to you. We’ll fax you the signature page and send the original by snail mail. We won’t charge you for the unsatisfactory hotel rooms. I’ll arrange transportation with a different carrier.

How does Marcy respond? Marcy: Okay, Jack. So, I’ll have a check by early next week then? Jack: Yes. If it’s not there by Tuesday, call me. Marcy: Will do. Thanks for your help. Marcy accepts Jack’s plan, but confirms when she should expect the payment. Jack gives her a more definite time frame and Marcy closes the call by thanking him. Now let’s practice some of the language and vocabulary we’ve covered today. We’ll start by practicing language used to introduce the problem you’d like to discuss. First, you’ll hear a question, followed by a prompt. Use the prompt to come up with a response to the question.

© 2010 All rights reserved: businessenglishpod.com

96

businessenglishpod For example, if you hear: Example cue: Good morning, ATI. How can I help you? Prompt: liability insurance You could say: Example answer: Hello, I have a question about liability insurance. After each response, we’ll play an example answer. Keep in mind there can be more than one answer for each question. Are you ready? Let’s give it a try. Cue 1: How can I assist you today? Prompt: overdue payment Learner 1: Cue 2: Tech support, Adam speaking. Prompt: bug in the new software release. Learner 2: Cue 3: Sandy here. What can I do for you? Prompt: change the meeting schedule. Learner 3: Cue 4: Computer Solutions. How can I help you? Prompt: computers crashing. Learner 4: Answer 1: I’d like to follow up on an overdue payment. Answer 2: Hello Adam. I need to report a bug in the new software release. Answer 3: Hi Sandy, do you have a moment to discuss the meeting schedule. Answer 4: Hello, you upgraded our computers yesterday and now they keep crashing. Now let’s practice some of the idioms and vocabulary we’ve covered in today’s lesson. You’ll hear a series of sentences. One word of each sentence will be replaced with a beep. Repeat the whole sentence including the missing word. For example, if you hear: Example cue: This is our second for this payment. You can say: Example answer: This is our second request for this payment. Ready to begin? Let’s give it a go. Cue 1: This invoice has been for three months. Learner 1: © 2010 All rights reserved: businessenglishpod.com

97

Telephoning Cue 2: We can with you to come up with a payment plan. Learner 2: Cue 3: I know you need this payment in a hurry, so I’ll it. Learner 3: Cue 4: Our terms are 30 days. Learner 4: Cue 5: I don’t understand why they’re always late. What’s the ? Learner 5:

Answer 1: This invoice has been outstanding for three months. Answer 2: We can work with you to come up with a payment plan. Answer 3: I know you need this payment in a hurry, so I’ll expedite it. Answer 4: Our terms are net 30 days. Answer 5: I don’t understand why they’re always late. What’s the deal? We’ve reached the end of this lesson on dealing with problems on the phone. We’ve studied language and expressions for giving the initial background of a problem, giving more detail about a problem, being polite but firm, making an offer, and proposing a solution. Thanks for listening and see you again soon.

Study Strategy Sometimes it’s difficult to give details about a problem because we don’t have all the information at hand. At your company, what are some problems you must handle over the phone? Think of some general statements to introduce them. Then, make a list of details about each one. Try role playing with a colleague. Your partner can pretend he isn’t aware of the problem. Try giving the most detailed information you can as concisely as you can. Alternatively, if you don’t know anyone to try this with, write it out as a dialog.

© 2010 All rights reserved: businessenglishpod.com

98

businessenglishpod Language Review A. Giving more detail about a problem Match each sentence in Group A with a sentence in Group B. sentences should give more details about a problem. Group A

Together, the

Group B

1. There was extensive fire damage A. So unfortunately, we can’t meet at the convention center. the deadline. 2. Rene had a family emergency and B. We’ll need to recalculate our will be out of the office for a few figures before we can give a full weeks. report. 3. All of our computers crashed this C. We have to find another place to morning. hold our meeting. 4. Some numbers in the data were D. So we need someone else to transposed. chair the Audit Committee. 1. 2. 3. 4. B. Being polite but firm. To practice some ways to be polite but firm when discussing a problem over the phone, fill in the blanks in the sentences below with words or phrases from the box. understand

terms

shuffle

mistakes

follow up

accommodate

mountain

work with

1. I know you just returned from vacation and you probably have a of paperwork, but we need that contract signed as soon as possible. 2. We all make . But the bill needs to be adjusted to show the correct amount. 3. I’d like to help you, but there’s nothing I can do about the of your loan. 4. We strive to these types of requests, but we just don’t have the staff available for this one. 5. Files get lost in the all the time. But I’d appreciate if you’d look for this one now. It’s urgently needed. 6. Believe me, we want to you. However, your messenger has not been reliable. 7. I your position. Unfortunately, it doesn’t change the fact that this deadline is October 1st. 8. I know you’re busy. But please with Grace today.

© 2010 All rights reserved: businessenglishpod.com

99

Telephoning Answers Listening Questions 1) Jack thinks the invoice is buried under a mountain of paperwork on his desk. 2) Jack agreed to payment terms of net 30 days, meaning payment was due within 30 days of the invoice date. 3) Jack asks Marcy to send him another invoice by email. He will make sure the payment is expedited and a check will be mailed by Friday. If Marcy does not receive payment by the beginning of the following week, she should call Jack to follow up. Language Review A. Giving More Detail about a Problem 1. 2. 3. 4.

There was extensive fire damage at the convention center. We have to find another place to hold the meeting. Rene had a family emergency and will be out of the office for a few weeks. So we need someone else to chair the Audit Committee. All of our computers crashed this morning. So unfortunately, we can’t meet the deadline. Some numbers in the data were transposed. We’ll need to recalculate our figures before we can give a full report.

B. Being Polite but Firm 1. I know you just returned from vacation and you probably have a mountain of paperwork, but we need that contract signed as soon as possible. 2. We all make mistakes. But the bill needs to be adjusted to show the correct amount. 3. I’d like to help you, but there’s nothing I can do about the terms of your loan. 4. We strive to accommodate these types of requests, but we just don’t have the staff available for this one. 5. Files get lost in the shuffle all the time. But I’d appreciate if you’d look for this one now. It’s urgently needed. 6. Believe me, we want to work with you. However, your messenger has not been reliable. 7. I understand your position. Unfortunately, it doesn’t change the fact that this deadline is October 1st. 8. I know you’re busy. But please follow up with Grace today.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

100

businessenglishpod

Unit 511 – Dealing with an Angry Caller (Part 1) Welcome back to Business English Pod. My name’s Edwin and I’ll be your host for this episode, the first of a two-part series on dealing with an angry caller. We’ve all dealt with angry people before. But dealing with an angry person on the phone, in a business setting, can be tricky. Sometimes you don’t know the person, so his or her situation may be completely new to you. You can’t see the person, so you can’t read facial expressions or body language. Sometimes the person yells or talks so quickly that you can’t understand exactly what they mean. And sometimes they might be rude, which can make you angry yourself. Successfully handling an angry caller is an important skill. Often, these callers are customers and you don’t want to lose their business. Satisfied customers will return and recommend your company to others. Angry callers will do the opposite. So in today’s lesson, we’ll cover ways to calm down angry callers, using a calm tone of voice, and let them know you’re listening. We’ll also look at language for acknowledging an angry customer’s feelings and frustrations by showing empathy. Finally, we’ll talk about ways to clarify problems so you can solve them quickly. Let’s hear how Diana, a Customer Care agent for a credit card company, handles Jay, an angry customer whose credit card has been locked, or disabled. As you listen to the dialog, try to answer the following questions: 1. What city is Jay visiting?

2. What did Jay buy his wife for her birthday?

3. When was Jay’s credit card locked?

© 2010 All rights reserved: businessenglishpod.com

101

Telephoning Vocabulary to lock (a credit card): To disable from use. “I couldn’t book the flight because my credit card had been locked.” to straighten something out: To fix a problem. “Once we straighten out this situation with our supplier, we can continue.” to get to the bottom of something: To determine the cause of something. “The electric company is trying to get to the bottom of yesterday’s power problem.” to figure something out: To understand something and/or fix a problem. “Dana finally figured out the new payroll software.” hassle: Problem; inconvenience. “I could drive to work, but finding a place to park is such a hassle.” to not blame someone // I don’t blame you: To understand and support someone’s reasoning. “After all his hard work, Toby didn’t get the promotion. I don’t blame him for being upset.” We sometimes say, “I don’t blame you.” For example, “I don’t blame you for feeling angry.” to make something right: To correct something, especially when it has caused a problem for someone else. “I wasn’t happy with the service, but in the end, the management made everything right.” matinee: A daytime performance. “The evening show is all sold out, but there are still plenty of tickets for the matinee.” to overcharge: To charge too much money or more than the expected amount. “I know Melissa is an excellent designer. But I also think she overcharges for her work.”

© 2010 All rights reserved: businessenglishpod.com

102

businessenglishpod Dialog Diana: Customer Care, Diana speaking. How can I help you? Jay: Well, I’m here in Paris and my credit card’s been locked! How the hell am I supposed to keep traveling when I can’t access any credit? What’s going on here? Diana: Please, sir, I’m here to help. Just try to relax a bit; we’ll get this all straightened out. Now tell me what happened. Jay: All right. I bought my wife a necklace for her birthday. Diana: Go on. Jay: And when I tried to use my card again, it was locked! Diana: I understand why that would be frustrating. So let’s get to the bottom of it. Jay: All right. Diana: So, you said that your card was locked right after the purchase for your wife? Jay: That’s what I said. Diana: Okay. First, let me get some information from you. Can I have your name, please? (fade out)

Debrief Jay sure is angry, isn’t he? Let’s look at the dialog in more detail and see how Diana handles it. What happens first? Diana: Customer Care, Diana speaking. How can I help you? Jay: Well, I’m here in Paris and my credit card’s been locked! How the hell am I supposed to keep traveling when I can’t access any credit? What’s going on here? Diana: Please, sir, I’m here to help. Just try to relax a bit; we’ll get this all straightened out. Now tell me what happened. Jay is upset because his credit card has been locked. This means it’s been temporarily disabled and he can’t use it at all. Since he’s traveling, this is definitely a problem. Diana calms him down, though, telling him to relax and assuring him that they’ll get this all straightened out. This means they’ll determine what the problem is and fix it. Another way to say this is “to figure something out.”

© 2010 All rights reserved: businessenglishpod.com

103

Telephoning Calming down an angry caller can be a challenge. Usually, it helps to let the caller know you intend to help. Diana uses positive language, saying “ just try to relax,” to assure Jay that his issue can be resolved easily. Notice how Diana uses a calm tone of voice. She doesn’t get defensive or upset when she hears how angry Jay is. Now, let’s practice some examples of what you can say to calm down an angry customer, using a calm tone.    

Please try to calm down. We’ll figure everything out. Please, let me help you. You sound very upset. Let’s take a deep breath and start over. Don’t worry. We’re going to take care of this today.

In the next exchange, Jay is still somewhat angry, but at least he’s no longer yelling. What does Diana do? Jay: All right. I bought my wife a necklace for her birthday. Diana: Go on. When Diana says, “go on,” she shows Jay that she’s listening to him. It may not sound that powerful, but sometimes just showing the customer you’re paying attention can start turning things around. It shows customers that you take them seriously and that their concerns are important to you. Letting someone know you’re listening can be a short statement or question, like in these examples.     

Please continue. So, what happened after you tried to buy the airline tickets? Mmm-hmm. And then? Okay. I’m listening. Got that. So what happened next?

Next, Diana acknowledges how Jay is feeling. Jay: And when I tried to use my card again, it was locked! Diana: I understand why that would be frustrating. So let’s get to the bottom of it. “Getting to the bottom of something” is another way to say you’ll determine what the problem is and will work to fix it. But notice how Diana also says, “let’s get to the bottom of it.” By using the word “let’s” she shows Jay that they’re a team working together toward a solution, not adversaries working against each other. Diana says she understands why Jay would be frustrated. And it really isn’t hard to understand, is it? Who wouldn’t be upset by a locked credit card when you’re © 2010 All rights reserved: businessenglishpod.com

104

businessenglishpod traveling? Diana’s putting herself in Jay’s place and letting him know she’s on his side. She wants to find a solution as much as he does. Angry callers usually have a valid reason for being upset. They often don’t intend to vent their frustrations to the person who answers the phone. Empathizing with callers and showing you understand their feelings is another way to make them feel they matter to your company. Here are some frustrations.     

other

ways to

acknowledge

a

customer’s

feelings

and

I can understand why you’re so upset. No customer should be on hold for that long. You’re right. Sounds like a huge hassle. Let’s work to fix it. Oh, that must be frustrating. Let’s see what we can do. I don’t blame you for feeling angry. We’ll make it right.

Let’s look at some of the vocabulary in that set of examples. If something is a “hassle,” it’s a problem or inconvenience. If you tell someone “I don’t blame you,” it means you understand or support someone’s reasoning. And “to make it right” means to correct something, especially when it has caused a problem for someone else. Back to the dialog. about his problem.

Jay’s a little calmer now, so Diana can get more details

Diana: So, you said that your card was locked right after the purchase for your wife? Jay: That’s what I said. Sometimes when a caller is angry, yelling, and talking fast, it’s hard to determine the main problem. Here, Diana states her understanding of the situation, using a questioning tone so that Jay can confirm. Once she’s clear on the issue, she can go ahead and help him. There are many ways to clarify a problem. Sometimes it’s easiest to just restate it as you understand it, in your own words, like Diana did. Or, you can introduce your statement with a phrase like “If I understand correctly” or “I just want to make sure I’ve got it right.” Let’s run through some more examples:    

So, you wanted tickets for the 8:00 p.m. show, but received tickets to the matinee instead. If I understand correctly, the shipment arrived two days late and you missed your deadline. I just want to make sure I’ve got it right. You believe you were overcharged by $153.00. So, your boss’ name was misspelled on the plaque. Is that correct?

Let’s go over a couple more vocabulary words we just heard. A “matinee” is a performance or play that occurs in the daytime instead of the evening. And if

© 2010 All rights reserved: businessenglishpod.com

105

Telephoning you overcharge someone, you charge more money than the other person expected. Now, let’s practice some of the language we covered today. First, we’ll practice language that can be used to acknowledge an angry caller’s feelings and frustrations. You’ll hear a customer’s comment followed by a prompt. Use the language in the prompt to respond to the customer’s comment. For example, if you hear: Example Comment: I really needed that shipment yesterday! Example Prompt: understand // frustrated // fix this right away You can say: Example Answer: away.

I understand why you’re frustrated.

We’ll fix this right

We’ll play an example answer after each question. Are you ready? Let’s give it a go. Comment 1: You sent me the wrong order! Prompt 1: frustrating // what we can do Learner: Comment 2: Our company name is misspelled on all the letterhead! Prompt 2: understand // upset // fix it today Learner: Comment 3: Everything in the shipment was broken! We can’t use anything. Prompt 3: don’t blame you // angry // make it right Learner: Comment 4: You left me on hold for 20 minutes! That’s terrible. Prompt 4: right // customer // hold // that long Learner:

© 2010 All rights reserved: businessenglishpod.com

106

businessenglishpod Answer 1: That must be frustrating. Let’s see what we can do. Answer 2: I understand why you’re upset. We’ll fix it today. Answer 3: I don’t blame you for being angry. We’ll make it right. Answer 4: You’re right. No customer should be on hold that long. Now let’s practice useful vocabulary and idioms. You’ll hear a series of sentences with a word replaced with a beep. Repeat the whole sentence, saying the missing word. For example, if you hear: Example cue: Your company me by $78. You can say: Example answer: Your company overcharged me by $78. After each response, we’ll play the correct answer. Let’s begin. Cue 1: I don’t you for being angry. Learner: Cue 2: My credit card was last week. Learner: Cue 3: The heavy traffic makes driving to the office such a ! Learner: Cue 4: Don’t worry. We’ll get to the of this. Learner:

Answer 1: I don’t blame you for being angry. Answer 2: My credit card was locked last week. Answer 3: The heavy traffic makes driving the office such a hassle! Answer 4: Don’t worry. We’ll get to the bottom of this. We’ve reached the end of this episode, the first of a two-part series on dealing with angry callers on the telephone. We’ve talked about how to them calm down, using a calm tone. We’ve discussed how to let angry callers know you’re listening and how to acknowledge their frustrations. And, we’ve covered ways to clarify the problem. Thanks for listening. And see you next time!

© 2010 All rights reserved: businessenglishpod.com

107

Telephoning Language Review A. Clarifying the Problem Imagine you’re a Customer Care representative for a car rental agency. Each statement below is from an angry customer. In your own words, write a response that clarifies your understanding of the caller’s problem. There can be more than one correct answer for each one. 1. My car started making a funny noise and there was smoke! scary part of town!

And I’m in a

2. I wanted to rent a truck today and I ordered one. But you don’t have any left!

3. We were only 15 minutes late when we returned the car. We don’t think we should be charged extra money!

4. That dent was there when I rented the car. It’s not my fault!

B. Vocabulary and Idioms Fill in the blanks with words from the box below. Be sure to put any verbs in the right tense.

straighten bottom

matinee blame

right overcharge

1. Don’t worry. We’ll get to the 2. I’d prefer to attend the 3. I don’t

of this. .

you for feeling tired. You worked so late last night.

4. Our company made a mistake and we need to make it 5. Excuse me, but I think you

us on this bill.

6. I’m afraid it’ll take some time to

this problem out.

© 2010 All rights reserved: businessenglishpod.com

.

108

businessenglishpod Study Strategy Let’s think about tone of voice for a moment. When someone is being rude to you, it’s normal to feel angry yourself. After all, chances are you’re not the one who caused the problem. You’re just the person who answered the phone. But in business, it’s critical to stay calm and be helpful. How can you do this when you’re angry, too? It takes practice. Think of some angry callers you’ve talked to in the past. Why were they angry? How was their situation resolved? What did you say to them? And how did you say it? Make a list of possible responses and then practice saying them in a calm tone of voice. You can also try practicing some situations with a colleague who pretends to be an angry caller. Let your partner be spontaneous. In other words, don’t have a written script in front of you. This will help you practice reacting quickly to something unexpected, which is how it happens in real life!

Answers Listening Questions 1. Jay is visiting Paris. 2. Jay bought his wife a necklace for her birthday. 3. Jay’s credit card was locked after he bought the necklace for his wife. A. Clarifying the Problem 1. Okay, so your car has broken down in an unsafe area. 2. If I understand correctly, you ordered a truck for today, but were told there are none available. 3. So, you believe you shouldn’t be charged for returning the car 15 minutes late. Is that correct? 4. I just want to make sure I’ve got it right. You’re saying that the dent was there before you rented the car. B. 1. 2. 3. 4. 5. 6.

Vocabulary and Idioms Don’t worry. We’ll get to the bottom of this. I’d prefer to attend the matinee. I don’t blame you for feeling tired. You worked so late last night. Our company made a mistake and we need to make it right. Excuse me, but I think you overcharged us on this bill. I’m afraid it’ll take some time to straighten this problem out.

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

109

Telephoning

Unit 512 – Dealing with an Angry Caller (Part 2) Welcome back to Business English Pod. My name’s Edwin and I’ll be your host for this episode, the second of a two-part series on dealing with angry callers on the phone. We hope that all of our customers are satisfied ones. Indeed, a basic goal in business is to keep customers happy and coming back. But we can’t please all of the people all of the time. Angry callers are often upset because they don’t understand why something happened or disagree with a policy. They might believe that a company has made a mistake. And to get the results they want, they might be rude, yell, or want to speak to someone in authority. Handling these types of calls is easier when you can respond calmly and clearly. So today we’ll talk about how to explain why something has happened and what a solution might be. We’ll cover ways to handle customers who yell, use crude language, or want to talk to a manager. Finally, we’ll discuss how handle things when your company has made a mistake. In today’s lesson, we’ll hear more of a conversation between Diana, a Customer Care agent for a credit card company, and Jay Rothschild, an angry customer whose credit card was locked after he made a large purchase. Diana has already gotten Jay’s account information and is ready to start solving the problem. As you listen to the dialog, try to answer the following questions. 1. Why was Jay’s credit card locked?

2. Why does Jay want to speak to a manager?

3. How does Diana resolve the problem?

© 2010 All rights reserved: businessenglishpod.com

110

businessenglishpod Vocabulary Lock / to lock a credit card: To disable from use. “When my credit card was stolen, my account was locked.” out of the ordinary: Unusual; not ordinary. “I read through the annual report and did not see anything out of the ordinary.” to give someone a piece of your mind: To scold someone; tell someone you’re angry. “When Jerome gets back from vacation, I’m going to give him a piece of my mind. He left no instructions for his staff.” believe me: Phrase used to emphasize something. “Lena would never insult the CEO. Believe me, that’s not her personality.” in no time: Very quickly. “If we work together, we’ll finish this project in no time.” to yell: To shout. “Management needs to do something about Ruth. She yells at customers all the time.” “as we speak”: Right now; occurring at the same time. “I can fix this software problem as we speak.” all set: Ready; having everything you need. “Are you all set for your presentation on Wednesday?” straightened out: Figured out; solved. “Let’s get the schedule straightened out first.” to rest assured: Phrase usually said to assure someone else. “Everything will go smoothly while you’re gone. You can rest assured.” to make something up to someone: To compensate someone for an inconvenience. “I’m sorry I can’t let you take next Friday off. To make it up to you, I’ll give you an extra day off this summer.” overnight delivery: Delivery that happens overnight so that the recipient gets the shipment the next day. “Overnight delivery is the fastest way to send something, but it’s expensive.” on the house: Free, at no charge. “When our restaurant customers are unhappy, their meals are on the house.” flagged: Marked in some way, so someone else will notice. “At the going-out-ofbusiness sale, we’ll flag some items that can’t be returned.”

© 2010 All rights reserved: businessenglishpod.com

111

Telephoning Dialog Diana: Okay Mr. Rothschild. Our records show a purchase for €2,799 in Paris on Tuesday. Jay: Uh-huh. Diana: So, for your protection, we lock any card when there’s unusual activity, such as a large purchase. When we see something out of the ordinary, it often means the card’s been stolen. So we lock it for the customer’s protection. Jay: Without telling the customer? What kind of policy is that? Who’s your manager? I want to give him a piece of my mind. Diana: Mr. Rothschild, I don’t blame you for being angry. I’d be angry too, believe me. We’ll get everything straightened out in no time. But for me to help you, you have to stop yelling at me. Jay: I still want to speak to your manager. Diana: I understand. But I’m here to help you and we can resolve this quite easily. Now, normally you would have received a phone call telling you about the unusual activity. Jay: Yeah, but I didn’t. Diana: I know. And I do apologize for that. That was our mistake. Jay: Okay. So what happens now? Diana: I’m unlocking your card as we speak, so you should be all set. In the meantime, I’ll tell my supervisor what happened. How does that sound? Jay: As long as I can use my card. Diana: Everything should be fine now, Mr. Rothschild. If you have any problems, just give me a call back.

© 2010 All rights reserved: businessenglishpod.com

112

businessenglishpod Debrief Let’s take a step-by-step look at how Diana resolves this situation. We’ll start with her explanation of what happened. Diana: Okay Mr. Rothschild. Our records show a purchase for €2,799 in Paris on Tuesday. Jay: Uh-huh. Diana: So, for your protection, we lock any card when there’s unusual activity, such as a large purchase. When we see something out of the ordinary, it often means the card’s been stolen. So we lock it for the customer’s protection. Jay’s credit card has been locked, which means he temporarily can’t use it. Diana explains why. The credit card company locks any card if there’s unusual activity. “Out of the ordinary” is another way to say “unusual.” This type of activity is a signal that a card might have been stolen. Locking the card prevents a thief from making other purchases and protects the customer. Jay made a large purchase in the amount of €2,799. To the credit card company, this was unusual activity and therefore, his card was locked. Diana explains the problem calmly and clearly. She also tells Jay why her company took this action. Because the card might have been stolen, it’s in Jay’s best interest for it to be locked. Giving a caller the reason for the action helps angry callers understand the situation better. Let’s go over a few more examples of how to explain a problem. • • • •

I’m seeing two failed purchase attempts on Tuesday 22nd, so your account has been flagged for follow up. It looks like your order was processed on time, but there’s been a delay with the delivery. Our records indicate that we received a payment last month, but there is no record of a payment this month. My computer’s showing your subscription has been cancelled, so that’s why you haven’t receiving the magazine.

In that first example, you heard the word “flagged.” To flag something means to highlight it or mark it in some way so that people will notice it. Unfortunately for Diana, Jay becomes angry again. Jay: Without telling the customer? What kind of policy is that? Who’s your manager? I want to give him a piece of my mind. Diana: Mr. Rothschild, I don’t blame you for being angry. I’d be angry too, believe me. We’ll get everything straightened out in no time. But for me to help you, you have to stop yelling at me.

© 2010 All rights reserved: businessenglishpod.com

113

Telephoning Jay is yelling – shouting and using a loud, harsh voice. He’s upset because he thinks the company policy allows locking a credit card without notifying the customer. And he’s so aggravated that he wants to give Diana’s manager a “piece of his mind.” In other words, he wants to tell someone with more authority why he’s so angry. Diana’s response has three main ingredients. First, she tells Jay she doesn’t blame him for feeling angry and says she’d be angry herself if she were in the same situation. Saying “believe me” is a way to emphasize this. Second, she assures him that they’ll get everything straightened out - or fixed – in no time. They’ll get the problem solved very quickly. Third, she asks Jay to stop shouting. If he continues to yell, she can’t help him. Even though Diana wants to assure Jay and keep him as a customer, she still deserves respect. Jay’s shouting is unacceptable and she won’t tolerate it. Rude customers are hard to deal with. You might be tempted to yell back or be rude yourself, but remember that your goal is to help the customer and keep the customer for the company’s sake. Still, rudeness, crude language, and shouting do not have to be tolerated. There are some respectful ways to respond to this behavior, as these examples show: • • • •

I’m happy to help you, but your language makes it difficult. I know you’re upset, but yelling makes it harder for me to help you. Perhaps you’d like me to call you back when you’re feeling calmer? I understand why you’re frustrated. But I won’t be able to help you if the swearing continues. What’s Jay’s reaction? Jay: I still want to speak to your manager. Diana: I understand. But I’m here to help you and we can resolve this quite easily. Jay wants to speak to a manager. And that’s something Diana wants to avoid. Handling locked credit cards is a routine part of her job and there’s no need to disturb her boss about it. Her challenge is getting this message across in a polite, professional way. Diana says she understands, acknowledging Jay’s feelings. But she also says she’s there to help and that the situation can be resolved “quite easily.” Letting Jay know how easy it will be keeps him from requesting a manager again and refocuses his attention away from his anger and back to solving the problem. Diana also says we can resolve this, reminding him that she’s on his side. It’s common for angry customers to request a manager. Bringing their attention back to solving the problem saves time and aggravation for everyone, especially the caller, who doesn’t have to tell the story again to a new person.

© 2010 All rights reserved: businessenglishpod.com

114

businessenglishpod When someone wants to talk to a manager, assure him or her that you can handle the matter. Sometimes, it helps to ask the caller for the opportunity to assist. This shows your commitment to solving the problem and putting the customer first. It can also give the customer a sense of control in the situation. Let’s practice some ways to do this. • • • •

I am happy to resolve this for you myself. I can take care of everything for you. May I have the opportunity? Please let me help. I think you’ll find that we can get everything straightened out in this one phone call. I’m sorry you feel that way, but rest assured, I can fix this.

There’s one quick vocabulary note from those examples. We sometimes say “rest assured” when we want to convince someone that all will be well. Think of it this way: someone who is “assured” will “rest” more comfortably knowing that everything will be okay. Our next exchange starts immediately where Diana left off. Right after she tells Jay the problem can be resolved easily, she explains more about her company’s policy on unusual activity. By doing so, she again brings Jay’s attention away from the manager and back to the issue. This leads us to our next language function. What if your company has made a mistake that inconveniences the customer? Diana: …Now, normally you would have received a phone call telling you about the unusual activity. Jay: Yeah, but I didn’t. Diana: I know. And I do apologize for that. That was our mistake. Someone from the company should have called Jay to tell him there was unusual activity on his account and that his card was locked. But Jay never got such a phone call. This is a company mistake that Diana acknowledges and apologizes for. Everyone – and every company - makes mistakes. It’s generally good for customer relations to admit to them and apologize for them if appropriate. It shows the customer that the company is truthful and making an honest effort to fix things. If a customer believes a company is willing to take responsibility, it’s likely the customer will become less argumentative and, more importantly, remain a customer. In the following examples, notice how the speaker acknowledges a mistake and then offers a commitment to “make it up to” the customer. This means the company will take some action to satisfy the customer or compensate for an inconvenience. • • • •

You’re right. This is our mistake and we will fix it as soon as possible. I see now that this is our responsibility, so we’ll take care of it right away. We’re truly sorry for this situation and are committed to making things right. This was our error and we’ll definitely make it up to you.

© 2010 All rights reserved: businessenglishpod.com

115

Telephoning Next, Diana explains the solution and ends the call. Jay: Okay. So what happens now? Diana: I’m unlocking your card as we speak, so you should be all set. In the meantime, I’ll tell my supervisor what happened. How does that sound? Jay: As long as I can use my card. Diana: Everything should be fine now, Mr. Rothschild. If you have any problems, just give me a call back. Enjoy the rest of your vacation! Using her computer, Diana unlocks Jay’s card as they speak. “As we speak” is a phrase that means “right now” or “at the present time. Now, Jay should be “all set.” He shouldn’t have any further problems with this credit card. She’ll also let her supervisor know why Jay was so upset and asks “How does that sound?” This question is another way to give Jay some control over what’s happening. At this point, Jay seems satisfied. He can use his credit card and go back to his vacation. After Diana explains the solution, she reassures Jay that everything should be fine. She also offers to help him again if something does go wrong. Finally, she tells him to enjoy the rest of his trip. It’s hoped that Jay will remember his positive experience with Diana and stay a customer. Sometimes, rather than explaining a solution directly, you can suggest it, giving an angry caller a chance to say yes or no. We’ll hear some examples like this in a moment. Keep in mind though; that whether you’re suggesting or explaining a solution, it’s important to let the customer know how he or she will benefit from what’s proposed. Now, let’s run through the examples for suggesting a solution. • • • •

We will discount your next order 20%. How about if we send you a replacement part by overnight delivery? I’ll have my manager call you in the morning. Will that be okay? Your next visit will be on the house.

To finish off, let’s practice some of the language we’ve covered in today’s lesson. First, we’ll practice language that can be used to respond to a rude, yelling customer or one that wants to speak to a manager. You’ll hear a statement followed by a prompt. Use the language in the prompt to respond to the statement. For example, if you hear: Example Situation: The caller wants to speak to your manager. Example Prompt: you’ll find // everything straightened out // phone call You can say:

© 2010 All rights reserved: businessenglishpod.com

116

businessenglishpod Example Answer: I think you’ll find that we can get everything straightened out in this phone call. We’ll play an example answer after each one. Are you ready? Let’s give it a go. Situation 1: The caller is shouting. Prompt 1: know you’re upset // yelling // harder for me Learner: Situation 2: The caller wants to speak to your manager. Prompt 2: take care // everything // give me the opportunity Learner: Situation 3: The caller is using bad language. Prompt 3: happy to help // your language // difficult Learner:

Answer 1: I know you’re upset but yelling makes it harder for me to help you. Answer 2: I can take care of everything for you if you give me the opportunity. Answer 3: I’m happy to help, but you’re language is making it difficult. Now let’s practice useful vocabulary and idioms. You’ll hear a series of sentences with a word replaced with a beep. Repeat the whole sentence, saying the missing word. For example, if you hear: Example cue: I’m printing that report as we . You can say: Example answer: I’m printing that report as we speak. After each response, we’ll play the correct answer. Let’s begin. Cue 1: Lesley’s team will finish that audit in no . Learner: Cue 2: I think we’re all with the budget. Learner: Cue 3: The upset caller quite loudly. Learner: Cue 4: We need to send that out by delivery.

© 2010 All rights reserved: businessenglishpod.com

117

Telephoning Learner: Answer 1: Lesley’s team will finish that audit in no time. Answer 2: I think we’re all set with the budget. Answer 3: The upset caller yelled quite loudly. Answer 4: We need to send that out by overnight delivery. We’ve reached the end of this episode, the second of a two-part series on dealing with angry callers on the telephone. We’ve talked about how to explain a problem, suggest or explain a solution, and apologize if necessary. We’ve also covered ways to respond when a caller is rude, yells, or wants to speak to a manager. Thanks for listening. And see you next time!

© 2010 All rights reserved: businessenglishpod.com

118

businessenglishpod Language Review A. What’s the Solution? For each problem in Column A, choose the appropriate solution from Column B. A

B

1. Our restaurant meal was terrible.

a. We will discount your order by 20%.

2. The flowers were delivered too late.

b. We will pay for the cleaning.

3. The engine didn’t work.

c. We will have it fixed immediately.

4. Your waiter spilled wine on my suit.

d. Your visit will be on the house.

5. Your driver damaged my car.

e. We’ll send a replacement by overnight delivery.

B. Vocabulary and Idioms In this multichoice activity, choose the correct answer for each definition. 1. Unusual a) on the house b) all set c) out of the ordinary 2. Ready a) all set b) on the house c) in no time 3. Tell someone why you’re angry a) give someone a piece of your mind b) rest assured c) make something up to someone 4. Free, at no charge a) flagged b) on the house c) straightened out 5. Compensate for inconvenience a) lock b) give someone a piece of your mind c) make something up to someone

© 2010 All rights reserved: businessenglishpod.com

119

Telephoning Study Strategy Some angry callers are angrier than others. Even if you don’t want to, there are times when you just might have to transfer the call to your manager. The customer might insist or become so abusive that someone with more authority might have to handle it. But how do know when this is the case? With someone colleagues, brainstorm some situations when a manager would need to handle an angry caller. You might even ask your manager for his or her input. Then, try making a list of guidelines for employees to follow. Or, imagine you’re a manager at a company. Under what circumstances would you be willing to take such a call? What guidelines would you suggest?

Answers Listening Questions 1. Jay’s card was locked for his protection. He made a large purchase, which the credit card company thought was unusual activity. The company was concerned that his card had been stolen.

2. Jay wants to speak to a manager because he disagrees with the company’s policy. He thinks a card can be locked without telling the customer. 3. Diana resolves the problem by unlocking Jay’s card so he can use it again. She also offers to tell her supervisor what happened. A. What’s the Solution? 1. d; 2. a; 3. e; 4. b; 5. c B. Vocabulary and Idioms 1. c. 2. a; 3. a; 4. b; 5. c

Online Practice Click the “Launch” button to open the online practice:

© 2010 All rights reserved: businessenglishpod.com

120