Business English Telephone Training
Need help mastering the art of professional phone conversations in English? These practical role-play orientated modules are perfect for employees, call centre staff and customer service personnel.
Learn to successfully take phone calls, messages, connect a caller, and to deal with typical problems related to customer service with English Today’s Business English Telephone Training Module.
Shall I put you through?
TOPIC
- Identifying yourself
- Getting through
- Making excuses
STRUCTURE
- Using first names
- Giving bad news
Could you spell that for me?
TOPIC
- Exchanging and checking information
- Spelling over the phone
- Saying email addresses
STRUCTURE
- How to be less direct
- Active listening strategies
Let me get back to you on that.
TOPIC
- Voicemail greetings
- Leaving and taking messages
- Prepositions
STRUCTURE
- Voicemail greetings
- Leaving and taking messages
- Prepositions
Mari Kita Mulai
TOPIC
- Making and confirming arrangements
- Saying times and dates
- More prepositions
- Mobile phone calls
STRUCTURE
- Small talk
- Changing an arrangement
I’m very sorry about that
TOPIC
- Making and dealing with complaints
- A technical support hotline
- Tips for telephone customer care
STRUCTURE
- Strategies for complaining, apologizing, and solving problems
Strategies for complaining, apologizing, and solving problems
TOPIC
- Making and reacting to proposals
- Reaching agreements
STRUCTURE
- Talking about possibilities
- Hedges (probably, I would say …)
- Turn-Taking
