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

Let’s get started

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