Business English on the Telephone

Welcome, English as an additional language (EAL) students! In the fast-paced world of business, effective communication over the telephone is a critical skill. This guide, “Business English on the Telephone,” is tailored to equip you with the essential words, phrases, and sentences commonly used in professional phone conversations. Whether you’re a professional navigating international business calls or a student preparing for future endeavors, mastering telephone communication is key. Let’s dive into the intricacies of language on the phone.

1. Answering the Phone

1. “Hello, this is [Your Name] speaking.” – A standard professional greeting.
2. “Good morning/afternoon/evening, [Company Name]. How may I assist you?” – A formal introduction when answering on behalf of a company.
3. “Thank you for calling [Company Name]. How can I help you today?” – Expressing gratitude and offering assistance.

2. Identifying Yourself and Others

4. “May I ask who’s calling, please?” – Politely seeking the caller’s identity.
5. “Could you please spell your name for me?” – Ensuring accurate information by confirming spelling.
6. “I’m calling from [Your Company].” – Clearly stating your affiliation during the conversation.

3. Transferring Calls

7. “I’ll connect you to the relevant department.” – Informing the caller about the transfer.
8. “Please hold for a moment.” – Requesting the caller’s patience during the transfer.
9. “I’m transferring your call to [Name/Department].” – Providing information before transferring.

4. Leaving a Message

10. “I’m afraid [Name] is currently unavailable. May I take a message?” – Offering to record a message for a busy colleague.
11. “Could you please ask [Name] to return my call?” – Requesting a callback in your voicemail message.
12. “I’ll make sure [Name] receives your message as soon as possible.” – Assuring the caller their message will be delivered.

5. Taking Messages

13. “Could you please repeat your contact number?” – Ensuring accuracy when recording contact information.
14. “May I ask the purpose of your call?” – Understanding the reason for the call when taking a message.
15. “I’ll make sure [Name] gets back to you at the earliest.” – Confirming that the message will be conveyed.

6. Dealing with Inquiries

16. “I’ll look into that for you.” – Promising to investigate the caller’s query.
17. “Allow me a moment to check our records.” – Informing the caller of a brief hold to gather information.
18. “I apologize, but I need to verify that information. Can I get back to you?” – Requesting permission for follow-up.

7. Offering Assistance

19. “How may I assist you today?” – Open-ended query inviting the caller to express their needs.
20. “Is there anything else I can help you with?” – Offering additional assistance before concluding the call.
21. “Please feel free to contact us if you have any further questions.” – Encouraging future communication.

8. Closing the Call

22. “Thank you for calling [Company Name].” – Expressing gratitude before ending the call.
23. “Have a great day!” – Conveying a positive farewell to the caller.
24. “I appreciate your time. Goodbye!” – Acknowledging the caller’s time and ending the conversation.

9. Confirming Details

25. “Just to confirm, your contact number is [Number], correct?” – Ensuring accuracy before concluding the conversation.
26. “I have your email as [Email Address]. Is that correct?” – Verifying contact details for accurate record-keeping.
27. “Could you please repeat your address for confirmation?” – Double-checking important information before concluding the call.

10. Handling Difficult Situations

28. “I understand your concern, and I’m here to assist you.” – Acknowledging and addressing a customer’s issue.
29. “Let me escalate this matter to our supervisor for further assistance.” – Offering to involve higher authorities to resolve a problem.
30. “I apologize for any inconvenience. We will work to resolve this promptly.” – Expressing regret and commitment to resolving an issue.

11. Scheduling Appointments or Calls

31. “When would be a convenient time for a follow-up call?” – Discussing a suitable time for future communication.
32. “I’ll schedule a meeting with [Name] at your earliest convenience.” – Confirming the arrangement of a meeting.

12. Confirming Information

33. “Just to confirm, our meeting is scheduled for [Date and Time], correct?” – Verifying details to avoid misunderstandings.
34. “I have your request noted for [Product/Service]. Is that accurate?” – Confirming specific details discussed during the call.

13. Rescheduling or Cancelling

35. “I’m afraid we need to reschedule our appointment. Can we find another suitable time?” – Proposing an alternative time for a meeting.
36. “I apologize for any inconvenience, but we need to cancel our scheduled call. Can we reschedule?” – Communicating the need to reschedule and offering an alternative.

14. Expressing Appreciation

37. “Thank you for choosing [Company Name]. We value your business.” – Expressing appreciation for the caller’s choice.
38. “Your time is greatly appreciated. Thank you for your call.” – Acknowledging and thanking the caller for their time.

15. Negotiating or Confirming Details

39. “Could we negotiate the terms and finalize the agreement over the phone?” – Proposing negotiation over a call.
40. “Let’s confirm the details of the contract before moving forward.” – Ensuring clarity and agreement on contractual terms.

16. Providing Instructions

41. “To complete the process, please follow the instructions provided in the email.” – Guiding the caller on the necessary steps to follow.
42. “You’ll find the required information in the attachment. Please review it before our next call.” – Directing the caller to relevant materials for preparation.

17. Business English Phrases for Problem Resolution

43. “I understand there’s an issue, and I’m committed to finding a solution.” – Expressing empathy and commitment to resolving a problem.
44. “Let me investigate the matter, and I’ll get back to you with a solution.” – Assuring the caller of a thorough investigation and prompt response.
45. “I appreciate your patience as we work to resolve this matter.” – Acknowledging the caller’s patience during a problem resolution process.

18. Telephone Etiquette

46. “May I ask if now is a convenient time for you to talk?” – Politely checking the caller’s availability.

19. Handling Multiple Calls

47. “I appreciate your understanding. I’m currently on another call, but I’ll get back to you shortly.” – Managing multiple calls and ensuring each caller receives attention.
48. “Thank you for holding. I’ll be with you in just a moment.” – Acknowledging a caller on hold and assuring a prompt return to the conversation.

20. Telephone Small Talk

49. “How has your day been so far?” – Initiating casual conversation to build rapport.
50. “Any exciting plans for the weekend?” – Engaging in friendly small talk to create a comfortable atmosphere.
51. “Did you have a good holiday?” – Inquiring about recent events or celebrations to establish a personal connection.

21. Confirming Attendees for Meetings

52. “Can you confirm your attendance at the upcoming meeting?” – Seeking confirmation from participants.
53. “I’d like to verify who will be joining the conference call.” – Ensuring clarity on attendees for a scheduled call.

22. Discussing Agendas

54. “Let’s go through the agenda for our upcoming meeting.” – Preparing participants for the topics to be discussed.
55. “I’ve circulated the meeting agenda. Do you have any specific items you’d like to address?” – Confirming the distribution of meeting details and inviting input.

23. Handling International Calls

56. “I appreciate your call despite the time zone difference.” – Acknowledging and expressing gratitude for international communication.
57. “Could we schedule the call at a time suitable for both time zones?” – Proposing a mutually convenient time for international discussions.

24. Confirming Details for Conference Calls

58. “Let’s confirm the dial-in details for our conference call.” – Ensuring all participants have the correct information.
59. “I’ll send you a calendar invite with the conference call details.” – Providing convenient access to conference call information.

25. Expressing Urgency

60. “This is an urgent matter that requires immediate attention.” – Communicating the importance of a time-sensitive issue.
61. “If possible, could you expedite the process due to the urgency?” – Requesting prompt action due to the critical nature of the situation.

26. Managing Expectations

62. “I want to manage your expectations regarding the timeline for resolution.” – Setting realistic expectations for issue resolution.
63. “I’ll keep you updated on the progress and inform you once the matter is resolved.” – Committing to provide regular updates on ongoing situations.

27. Technical Support Conversations

64. “Let’s troubleshoot the issue together to find a solution.” – Collaborating with the caller to address technical problems.
65. “I’ll guide you through the steps to resolve the technical issue you’re experiencing.” – Providing step-by-step instructions for issue resolution.

28. Confirming Receipt of Documents

66. “I’ve received the documents you sent. Thank you for your promptness.” – Confirming the successful reception of emailed or faxed documents.
67. “Could you please confirm that you’ve received the attachments I sent?” – Verifying the recipient’s receipt of emailed materials.

29. Discussing Payment and Invoices

68. “Let’s go over the payment details for the recent transaction.” – Reviewing financial information with the caller.
69. “I’ll send you the invoice shortly. Please review and let me know if any corrections are needed.” – Preparing the caller for the receipt of financial documents.

30. Offering Callbacks

70. “I understand you’re busy right now. Would you prefer if I call you back later?” – Offering flexibility in communication to accommodate the caller’s schedule.
71. “I’ll be in meetings for the next hour, but I’ll make sure to call you back immediately afterward.” – Informing the caller of a specific timeframe for a return call.

31. Seeking Clarification

72. “Could you please elaborate on that point? I want to ensure I understand your perspective.” – Requesting additional information to enhance understanding.
73. “I’m unclear about a specific detail. Can you provide more context?” – Expressing the need for clarification on a particular aspect of the conversation.

32. Apologizing Professionally

74. “I apologize for any confusion caused. Let’s work together to resolve it.” – Acknowledging and addressing any misunderstandings or confusion.
75. “I’m sorry for the inconvenience. We’ll take immediate steps to rectify the situation.” – Expressing regret and outlining plans for resolution.

33. Confirming Delivery or Shipment

76. “I wanted to confirm that your order has been shipped. You should receive it by [estimated date].” – Providing assurance and delivery details.
77. “I’ll check the status of your delivery and get back to you with an update.” – Committing to provide information on the current status of a shipment.

34. Addressing Customer Concerns

78. “I appreciate you bringing this to my attention. Let me investigate and find a solution for you.” – Expressing gratitude for customer feedback and committing to problem resolution.
79. “I understand your frustration, and I’m here to work with you on a resolution.” – Empathizing with the customer’s emotions and emphasizing collaboration for a solution.

35. Offering Alternatives

80. “If that time doesn’t work for you, we can explore other available slots for our call.” – Providing flexibility in scheduling to accommodate the caller’s availability.
81. “If the current approach isn’t suitable, we can consider alternative solutions to address your concerns.” – Suggesting alternative approaches to problem-solving.

36. Confirming Attendance at Events

82. “Can you confirm your attendance at the upcoming conference?” – Verifying the caller’s participation in a scheduled event.
83. “I’ll send you a confirmation email with all the event details. Please let me know if any adjustments are needed.” – Ensuring participants receive detailed information for upcoming events.

37. Handling Delays

84. “I appreciate your patience. There’s a slight delay in processing, but we’re working to expedite the matter.” – Acknowledging delays and assuring the caller of efforts to resolve the situation promptly.
85. “Due to unforeseen circumstances, there might be a delay in the delivery. I’ll keep you updated on any changes.” – Informing the caller about potential delays and committing to provide updates.

38. Language for Gratitude

86. “Thank you for your time and cooperation during this call.” – Expressing appreciation for the caller’s collaboration.
87. “Your understanding and cooperation are greatly appreciated. Thank you.” – Conveying gratitude for the caller’s patience and understanding.

39. Seeking Feedback

88. “Before we conclude, may I ask for your feedback on our conversation today?” – Encouraging the caller to share their thoughts on the interaction.
89. “Your insights are invaluable to us. If you could spare a moment, we would greatly appreciate your feedback on our conversation today, helping us enhance our phone communication further.” – Encouraging the caller to share their thoughts for continuous improvement.