1. Practical English 3
Unit 5
Review

2. Goals for Today Review Telephone Skills Taking/Leaving a Message
Customer Service Call
Setting an Appointment
Confirmation
Culture: Parts of an

3. Taking/Leaving a Message
EA = Executive Assistant
(Person answering the phone)
Remember Key Phrases:
Good morning XYZ, Inc. This is James speaking.
How may I direct your call?/How can I help you?/How can I assist you?
I’m calling for _____./I’d like to speak to ____./Is ____ available?
I’m sorry, she’s not in./He’s in a meeting./She’s out of the office at the moment.
When do you expect him back?/Can you suggest a better time to call?
He’ll be back in the office after lunch./I expect him back after lunch.
Can I take a message?/Can I give her a message? EA EA
CALLER EA
CALLER EA EA

4. Taking/Leaving a Message cont.
Remember Key Phrases:
She can reach me at
He can go to can visit
So, just to confirm…/OK, let me confirm this information…
CALLER
CALLER EA
Remember to always be patient and polite when communicating across cultures.
If you are an EA, always thank the person for calling and let them know their message is important and will be delivered promptly.
If you are the caller, always thank the EA for his/her support and assistance.

5. Customer Service Call Remember Key Phrases:
EA = Executive Assistant
(Person answering the phone)
Sales Manager: Handling the complaint from the customer
Remember Key Phrases:
Can you hold please?/Please hold the line.
I’ll put you through./I’ll transfer you now.
We were supposed to receive a discount of 5%, however we were charged the full price./We didn’t receive the discount we were supposed to.
Can you please issue a refund?
I’m terribly sorry./I apologize for the inconvenience.
I’ll issue a refund check./I’ll send a check express mail. EA EA
Customer
Customer
Sales Manager
Sales Manager

6. Customer Service Call Remember Key Phrases:
Sales Manager: Handling the complaint from the customer
Remember Key Phrases:
We placed an order for 20 units, however we only received 12. Can you please send those additional units right away?
I’ll send those additional units out right away. I’ll schedule them for rush delivery..
I’ll send you an to confirm that the order has been corrected.
We really appreciate your business.
Customer
Sales Manager
Sales Manager
Sales Manager
Sometimes customers can be angry when they call.
Always remain professional.
It’s also important to remember that relations (such as age and gender) don’t dictate how the exchange should be handled.

7. Scheduling an Appointment
You are trying to set a time that you both agree to…
Remember Key Phrases:
Are you available ___?/Are you free___?/Can you do___?
Let me check my schedule.
I’m all tied up./I’m afraid I’m busy./Mondays are all booked up.
I’m free then./I can do Friday at 1pm./I’m available then./That works fine./Fridays are wide open.
Great. I’ll see you on Friday at 1pm./Just to confirm, we are meeting this Friday at 1pm.
Requesting a Time
Checking Availability
Reject a suggested time
Agree to a suggested time
Confirming Information
Always thank the other person and let them know you are looking forward to your scheduled meeting.

8. Parts of an Email Good day Miss Rufo, GREETING
I am writing to thank you for visiting Gaz Incorporated this afternoon. We were all impressed with the products that your company has to offer. We are interested in placing an order for ten (10) of the SuperVid Projectors. You mentioned in your presentation that you were able to give a volume discount for large orders. Please indicate the pricing for the aforementioned order.
Thank you again,
Herman Cona
GREETING
BODY
CLOSING
SIGNATURE

9. Parts of an Email cont. To: (Recipient)
Who you are sending the to
Cc: (Carbon Copy)
This is whomever else you want to receive a copy. Everyone can see who a carbon copy is sent to.
Bcc: (Blind Carbon Copy)
This is whomever else you want to receive a copy. Only you can see who a blind carbon copy is sent to.
Interview Confirmation
Dear Mrs. Fields,
I am writing to confirm our interview on this Friday, May 7. at 3pm. When you arrive at our company, please go to the reception desk and my assistant will show you to my office. I look forward to speaking to you then.
Sincerely,
Tom Johnson
Senior Vice President
Johnson Group
Subject:
This is what the is about. It should be brief and to the point.

10. Great Job!