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Telefonieren auf Englisch - Anrufe weiterleiten: Schritt für Schritt

Schlagwörter: Telefonieren auf Englisch, Englisch Telefonieren, Englisch Telephoning, Englisch am Telefon, Telefon Englisch, Anruf Englisch, Anrufe Englisch, Anrufe weiterleiten Englisch, Anrufe annehmen Englisch

Have you ever had to transfer a call in English and felt, somehow, that things didn’t go as smoothly as you thought they would? Like everything else, there are rules of professionalism and politeness, and of course, it’s important to know the right words.

Step 1: State your reason
There are many reasons why you may need to transfer a call. Here are a few, along with phrases you might use to explain what’s happening to the caller:

The caller asked to speak to a specific person

Let me see if she’s at her desk.
I’ll just see if she’s available.
I’m transferring you now.
I’ll connect you now.


The person being sought is not available, but someone else can help

I’m sorry, but he doesn’t seem to be picking up.
Can someone else help?
… but Sherry Ward should be able to help you and I know she’s available. Shall I put you through?



Important!
To avoid making the caller feel you are pushing him off, avoid saying ‘he’s in a meeting’, which has become a euphemism for ‘he doesn’t think you are important enough to speak with at the moment’. It’s better to always say something like ‘he doesn’t seem to be picking up’. Of course if someone is out of the office, you can say so. Just be sure to provide this information before you ask for the caller’s name.


You can’t answer the caller’s questions, but someone else can

I’m not really the right one to respond to questions in that area, but I can connect you with Robert Stevens, who I’m sure will be able to help. Shall I put you through?
I’m afraid that question is beyond my expertise level. Would it be OK if I pull one of our senior advisors in to help with that?



The call reached you by mistake and should have gone to another department

I’m afraid your call has arrived in the incorrect department. This is Accounting. Shall I connect you directly with Human Resources?

Important!
Telling the caller ‘you must have dialled the wrong number’ is not only impolite, but completely irrelevant. Simply try to connect the caller with the person or department he is seeking and be friendly about it.


You don’t have the authority to assist the caller

I’m afraid I don’t have the authority to approve your request. You’ll need to speak with a manager for that. Sarah Miles usually helps in these situations. Shall I see if she’s available?

Important!
Avoid the wording ‘I’m afraid I’m not authorized to …’ This formal-sounding expression has an unfriendly tone.


The caller wishes to escalate a complaint to a higher level

I’d be happy to connect you with … She’s in charge of … and should able to respond better to your needs. Shall I connect you?

Important!
Always explain why you need to transfer the caller. Make sure you sound like you’re being friendly and helpful, no matter what the situation, and above all avoid sounding like you’re passing the buck.


Step 2: Secure the caller
Even the most advanced phone systems drop calls. Callers become quickly irritated when the line drops and they have no idea how to get back to where they were in the company. Before you transfer any call, use the following words to give the caller a feeling of security and create an impression of professionalism.

Before I connect you, I’d like to give you my name and telephone number in case the line drops. Do you have something to write with?

Can you give me your name and number so I can call you back in case the line drops?

Let me give you Mary’s dial-through number so you can ring her directly in case the line drops when I connect you.


Step 3: Ask first
Inform the caller you are about to initiate the transfer:

Shall I connect you now?
Is it OK if I transfer you now?


Step 4: Avoid surprises
The worst thing you can do is dial the next person’s number, hit the transfer button and hang up. You don’t know what will happen. Perhaps voicemail picks up, but the caller’s issue was urgent. Perhaps the line drops when you hang up. Perhaps the system leaves the caller hanging in limbo, with irritating music playing.

Put the caller on hold ( on some systems the transfer button does this for you ), dial the next person, explain the caller’s situation, make sure the next person has time to take the call, then connect the two parties — while staying on the line yourself.

Step 5: Make the introduction
When the two parties are connected, you should introduce them just as if you were meeting in person. Here are the words:

I’ll connect you now.

Susan, I have Martin Short on the line, he’s calling about a problem with an invoice. Can you take the call?

Hello Mr Short? I have Susan Beck on the line and she’d like to help you with… I’ll connect you now, OK?

Hi, Susan, I’m connecting Mr Short now. Mr Short, this is Susan Beck in Accounting. She’ll take over now.


Step 6: Say goodbye
At this point it’s time for you to exit the call:
I’ll leave you now. Mr Short, it was a pleasure helping you. Goodbye.

Schlagwörter: Telefonieren auf Englisch, Englisch Telefonieren, Englisch Telephoning, Englisch am Telefon, Telefon Englisch, Anruf Englisch, Anrufe Englisch, Anrufe weiterleiten Englisch, Anrufe annehmen Englisch

Business English Trainer Weitere Artikel zum Thema Telefonieren auf Englisch finden Sie in unserem monatlich erscheinenden OWAD Business English Trainer.
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