Smalltalk auf Englisch
Englisch Smalltak - Smalltak auf Messen und Reisen, reden über Job und Familie, Urlaub, Sport und das Wetter. Fragen nach dem Befinden. Unterhalten auf Englisch.

Korrespondenz auf Englisch
englische Korrespondenz, englische Briefe verfassen, englische Angebote, englische Mahnbriefe, englische Weihnachtsgrüße, Beschwerdebriefe auf Englisch, Zahlen auf Englisch Korrespondenz

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Telefonieren auf Englisch
Englisch Anrufbeantworter, Anruf entgegennehmen auf Englisch, Nachricht hinterlassen auf Englisch, Buchstabieren auf Englisch, Begrüßung auf Englisch

Meetings auf Englisch
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Telefonieren auf Englisch - Anrufe weiterleiten und Nachrichten annehmen

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

Most of the language used on the telephone in a business context is restricted. A limited number of phrases and rules for behaviour are all you need to know to project an image of efficient professionalism. With repeated practise of these phrases, you can quickly develop your confidence and ability to support your firm's international business activities.

If your role is to answer the phone, route calls and take messages, you don't need to worry about getting into difficult conversations with callers. This eliminates most of the stress. However, being well-prepared for these tasks is essential. Unprofessional call routing can leave a bad impression, and poor message-taking behaviour can result in the inability to return important calls.

Transferring calls
The phone rings. You identify yourself:
Good morning, Velos Engineering, this is Mrs Ovan. How can I help you?

The caller says:
Good morning; can I speak with Andreas Borea, please?

Before transferring any call, you need to be 100% confident that you can repeat the caller's name and company correctly. Errors here could lead to confusion!

May I tell him who?s calling please?
I'm sorry, ...

    ... could you repeat your name and company name again for me?

    ... could you speak a bit more slowly?

    ... could you spell your last name for me so I know how to pronounce it?

If you know Mr Borea is not available or is screening his calls, it's best to say he is not available before you ask the caller for his or her name. You can always put the caller through if he's on the approved caller list.

If you don't know if Mr Borea is available, you'll have to try his line.

  1. Ask the caller if it's okay to put him on hold while you check to see if Mr. Borea is available. Wait for his answer; it's not always okay!

  2. Inform the caller about Mr Borea's availability before transferring the call or taking further action.

Useful phrases

May I tell him why you are calling?

Yes, Mr Farradday, could you hold for a moment while I put you through?

I'm not sure where Mr Borea is at the moment. May I put you on hold briefly while I try to locate him?

Hello, Mr Farradday, this is Mrs Ovan coming back on the line. Thank you for holding.

... Mr Borea can take your call now.

... I'm afraid Mr Borea doesn't seem to be at his desk at the moment.

... I'm afraid Mr Borea's line is busy at the moment.

... I'm afraid Mr Borea isn't picking up.

... I'm afraid I haven't been able to locate Mr Borea.

Would you like me to put you through to his voice mail, or would you like me to take a message?

If you give me your name and number, I'll ask him to call you when he returns/ is available.

If you already know that Mr Borea is out of the office, your response might be:

I'm sorry, but...

    ... Mr Borea is unavailable/out of the office / at lunch at the moment. I expect him back at 3.

    ... Mr Borea is on business travel at the moment. He won't be back in the office until Friday /next Monday.

Transferring other types of calls
Sometimes the caller wishes to speak with a department, or says he has a problem and would like to speak with someone. In this case, you need to decide who should receive the call based on your company's procedures. In this situation you're likely to be servicing a customer. To make the best impression, it's important to get more information before transferring the call:

  1. Ask for and confirm the caller's telephone number in case the call is disconnected. If this should happen, call back.

  2. Ask the caller to briefly state his need. Be sure to write it down.

  3. Inform the caller to whom you will transfer the call. Provide the name of a person or group and a direct telephone number if possible.

  4. Ask the caller to hold while you connect the call.

Useful phrases

May I have your telephone number so I can call you back in case we're cut off?

Could you give me a brief description of what you're looking for? This will help me connect you to the right person.

I think you need to speak with Armin Schimmermann, our Service Manager.

In case we're disconnected, his direct number is country code 49, 555 5555 5555 14.

Can you hold while I try to connect you?

If you are not able to reach the correct person, offer to take a message and promise you will make sure the right person gets it. This will often be considered much more responsive than asking the person to repeat his wishes in a voice mail message.

Phrases to avoid

These make a bad impression

He isn't in yet.

He's out for coffee.

He's left for the day.
(and it's midday)

He's in, but he's busy.

These sound abrupt and unfriendly

Please hold.

Who's calling?

I can't help you, I'm just the secretary. You'll need to speak with someone else.

Taking messages

There are two extremely important factors associated with taking messages:

  • Accuracy of the message

  • Assuring the caller that the message will not be lost

Think about the difference between a message you take and one left on a voice mail system. You may at first believe that taking a message is more personal. This may be true, but it might not be the caller's priority. Many people believe that a handwritten message has a much lower chance of being delivered to the intended recipient, for example. A caller will usually assume the intended recipient has direct access to his voice mail box and probably checks it regularly. Not only is voice mail regarded as more reliable, it is also regarded as private.

Voice mail systems have their drawbacks, however, and that's where handwritten messages still play an important role.

Situations that call for handwritten messages include:

  • high-priority issues

  • when there is no voice mail system

  • when you wish to avoid the feeling that someone's need is being pushed off to voice mail

Ensuring message accuracy
Messages should be taken on a standard message form that has a unique colour everyone recognises. This prevents the message from getting lost with other paperwork on a desk.

All fields on the form should be filled out. You never know which information the recipient will find important. If information is missing, it may not be possible to handle the caller's request properly and efficiently.

All values must be filled out accurately. Errors in the reason for the call could result in wasted decisions and actions. Errors in the caller's name (especially when the erroneous name could be mistaken for another customer) could result in embarrassing communication.

Useful phrases

I'd be happy to take a message for you.

I'll ...

    ... make sure Mr Borea gets it as soon as he returns.

    ... deliver it into Mr Borea's hands personally.

    ... review it with Mr Borea as soon as he calls in.

Can you spell your name/company name for me, please?

Can you give me your telephone number including country code again, please? Is there a direct extension number?

Would you like me to give Mr Borea your mobile number?

Does he have your e-mail address? Could you give it to me?

Would you like him to call you back?

Are you returning his call?

Is the message/problem urgent?

After you've filled out the message form, it's important to:
  1. Review the information briefly with the caller to ensure accuracy

  2. Reassert your promise to make sure the message is delivered

Useful phrases

I'd like to review your message briefly to make sure I've got it right. Your name is ... you're calling from ..., your telephone number is ..., your e-mail address is ..., and the reason for your call is ... Do I have it all right?

Okay, then. I'll make sure he gets it.

If you don't hear from him by later this afternoon/tomorrow/the end of the week, please give me a call. My name once again is Mrs Ovan.


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

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