Quot;I'm so sorry. The line is very bad this end. Could I ask you to repeat your name, please?" ...

Quot;Good morning, English Spanish Link. Can I help you?" ...

Quot;Good afternoon," ...

Quot;Good evening," ...

(Do not worry about using a greeting to coincide with the time zone of the caller's country. Everyone is aware there are time differences. Trying to please a client by adapting the greeting will only lead to confusion.)

"Can I help you?" is not the only way to answer, we can also say, "How can I help you?". An angry may reply sarcastically to the first option by saying, "I don't know! Can you?" or "No, I don't think you can!" If you say the second option, you are using an open question and thereby avoid problems from clients who are looking for an argument.

Companies that place much emphasis on an impeccable image towards the client as in the case of British Airways in the United Kingdom (where I worked many years ago), will answer the phone in the following manner:

Quot;Good morning, British Airways. This is John speaking. How can I help you?" ...

o,

Quot;Good afternoon, British Airways. This is John speaking. Merry Christmas! How can I help you?" ...

o,

Quot;Good evening, British Airways. This is John speaking. Merry Christmas and a Prosperous New Year! How can I help you?" ...

I remember that such long greetings (compulsory in those days) often confused callers and frequently the reply was:

Quot;Is that British Airways?!" ...

However, the option of mentioning your name will cause a good impression.

Taking action (listen and repeat).

The typical reply after the greeting should be something like:

Quot;My name is Jack Jones from London PC Services. Could you put me through to extension 321, please?" ...

or,

Quot;My name is* Jack Jones from London PC Services. I'd like to speak to** Jean Langdon in Sales, please?" ...

You answer:

Quot;Certainly, Mr*** Jones. I'll just put you through." ...

or,

Quot;Of course, Mr Jones. I'll just see if she's available. Please, hold the line." ...

If the person who is about to receive the call is also English speaking, when he/she answers the phone, you say:

Quot;Mrs Langdon? I've got a Mr Jack Jones on the line for you from London PC Services. Will you take the call?" ...

Quot;Yes, please put him though." ...

Quot;Mr Jones? Thank you for holding. I'm just putting you through to Mrs Langdon." ...

If the caller has not given you his name, you say:

Quot;May I have your name, please?" ...

It is well-known protocol to use the word "caller" if you do not know the name:

Quot;Hello, caller. Could I have your name, please?" ...

You may use the very formal address, "madam" ... or "sir" ... if you believe the company profile corresponds accordingly:

Quot;Excuse me, sir. Could you tell me your name, please?" ...

Quot;Yes, it's Jack Jones." ...

Quot;Thank you." ...

Quot;And where are you calling from, Mr Jones?" ...

Quot;I'm calling from London PC Services in the UK." ...

If there is something you do not understand, you can say:

Quot;Sorry, I didn't quite catch that. Could you say your name again, please?" ...

And if you still fail to understand:

quot;I'm so sorry. The line is very bad this end. Could I ask you to repeat your name, please?" ...

It is very useful to ask the caller to spell an Anglo Saxon name with difficult phonetics:

Date: 2015-12-17; view: 861