USING MODALS IN TELEPHONING

—  REQUEST

—  OFFERS

—  COMPLAINING

—  DEALING WITH COMPLAINING

—  MAKING ARRANGEMENT

TELEPHONING

In telephone business we should use modals when make conversation. It is necessary in order to sound polite.

Telephone Tips

—  Speak slowly and clearly

—  Make sure you understand the other speaker

—  Practise with a friend

—  Use businesses and recordings

—  Learn telephone etiquette (manners)

—  Practise dates and numbers

MODALS

Using modals in telephoning business in order  to sound more polite. Example:

—  Could                                                    - Ought to

—  Would                                                  - Should

—  May                                                       - Shall

—  Might                                                    - Had to, etc

                In polite question, people usually use modals May I, Could I, and Would you like to.

Modals in Request

—  May I ask who is calling, please?

—  Could you give me the invoice number, please? 

—   Would you like to leave a message?

—  Would you like to be put through to his voice mail?

—  Could you help me?

—  Could you say it again more slowly?

—  Would you pass the salt please?

—  Would you mind waiting a moment?

—  Could I speak to...?

Modals in Request

—  Could I speak to Jason Roberts, please?

—  Could I take a message?

—  Would next Wednesday be okay?

—  Could you repeat that, please?

—  would you mind spelling that for me please?

—  May I speak to (name) please?

—  Please could I speak to (name)?

—  I’d like to speak to Mr Green, please.

—  Could I speak to Fred please?

—  Would you mind waiting a moment , please?

Modals in Offers

—  We would be happy to ...

—  Would you like us to ...

—  We are quite willing to ...

—  Our company would be pleased to ...

—  Shall I help you with your luggage?

—  I'll do that for you if you like.

—  May I help you?

Modals in Complaining

—  I would like to express my dissatisfaction with ...

—  I have to complain about ...

—  I would like to say that please note that the goods we ordered on (date) have not yet arrived.

—  I would like to say that we regret to inform you that our order n°--- is now considerably overdue.

—  I would like to query the transport charges which seem unusually high. 

Modals in Dealing with Complaining

—  I'm sorry to have to say this but...

—  I'm sorry to bother you, but...

—  Maybe you forgot to...

—  I think you might have forgotten to...

—  Excuse me if I'm out of line, but...

—  There may have been a misunderstanding about...

—  Don't get me wrong, but I think we should...

Modals in Making Arrangements

—  Would three o`clock suit you?

—  That’d be fine.

—  Would next Wednesday be okay?

—  Would Friday at 8 p.m. suit you?

—  Saturday at 6 p.m. would suit me.

—  How about tomorrow morning? Would suit you?

—  In  Monday morning be better, could  you?

Other Situation

►Making contact

—  Hello/Good morning/Good afternoon ..

—  This is John Brown speaking.

—  Could I speak to .......... please?
I'd like to speak to .......... please. 

—  I'm trying to contact ..........

►Giving more information
  •  I'm calling from Tokyo/Paris/New York/Sydney
  •  I'm calling on behalf of  (Mr. X ...)

►Taking a call

—  X speaking

—  Can I help you?

►Asking for a name/information

—  Who's calling please?

—  Who's speaking?

—  Where are you calling from?

—  Are you sure you have the right number/name?

►Asking the caller to wait

—  Hold the line please

—  Could you hold on please

—  Just a moment please

►Connecting

—  Thank you for holding

—  The line's free now  ..... I'll put you through

—  I'll connect you now / I'm connecting you now.

►Giving negative information
 

—  I'm afraid the line's engaged.   Could you call back later?

—  I'm afraid he's in a meeting at the moment

—  I'm sorry.  He's out of the office today / He isn't in at the moment.

—  I'm afraid we don't have a Mr/Mrs/Miss ... here

—  I'm sorry.  There's nobody here by that name.

—  Sorry.  I think you've dialled the wrong number. I'm afraid you've got the wrong number.

►Telephone problems
 

—  The line is very bad.  Could you speak up please?

—  Could you repeat that please?

—  I'm afraid I can't hear you.

—  Sorry.  I didn't catch that.  Could you say that again please?

►Leaving/taking a message
 

—  Can I leave/take a message?

—  Would you like to leave a message?

—  Could you give him/her a message?

—  Could you ask him/her to call me back?

—  Would you like him/her to call you back?

—  Could you tell him/her that I called?

—  Could you give me your name please?

—  Could you spell that please?

—  What's your number please?