Asking for clarifying

Could you speak a little more specific?

Could you explain the problem in more detail?

I am not sure I understand. Could you explain it to me again?

OK let me see if I understand you.

One question Johnathan. You mentioned the go-live on the 25th. Could you explain what you need from us to make sure everything goes smoothly?

OK John. I just want to make sure that I understand your problem.

Is that correct?

Telephone: Opening calls

Short and sweet, when answering a phone in true business, it is important to let the caller know or who or what department is answering.
Answering with just Hello tells the caller nothing. The most helpful way to answer is to give your company name, your department name and your name. However, many receptionists answer with just company name and their name.
When answering internal calls, you should at least give your name and maybe your department name.
Here are some examples for answering a call:
-Good morning, Fidelity, Stone speaking.
-Hello, Fidelity, IT service department, Stone speaking.
-Mike Colin.
-Administration office, Stone.
Callers should also identify themselves to let the receivers know why they are calling. Here are some ways to introduce yourself:
-Hello, this is Stone from Fidelity.
-Hello, my name is Stone, from Fidelity.
-Yes, this is operation department calling about

Once you’ve identified yourself, you might need to ask to speak to a particular person, especially the receiver is a receptionist.
-May I speak to
-I’d like to speak to
-Could you put me through to
-Could I have an extension 211, please
-May I speak to someone in the accounts department
You should also let the receiver know why you want to speak to the person by explaining your reason for calling.
-I’m calling about
-The reason I’m calling is
-It is about
-It is in connection with
Very often, a caller would ask to speak with someone or may ask for information without identifying themselves or what they calls about.
Sometimes, the identifier of the purpose is not important, and sometimes, they are. If they are important, the receiver may ask who the caller is.
-Who is calling, please
-May I know who is calling
-I’m sorry I didn’t catch your name
-May I know what is in connection with
And here are some phrases the callers used to ask the receiver to leave a message.
-May I leave a message
-Take a message, please
-Could you tell her that
-Could you ask him to

Dialog:
Clair: Good morning, ABC company. Clair speaking. How may I help you?
Nikon: Yes, good morning. This is Nikon from Y company. Could you put me through to George, your contract department?
Clair: Oh, I’m sorry, but we closed for the holiday, and I am just here to take a message and handle emergencies. May I know what is in connection with? Perhaps I can take a message for you?
Nikon: Well, Clair, this is very urgent. I am subcontractor manager, and the reason I’m calling is that I has an important information on a contract your company is interested in. Could you get the information to George right away?
Clair: I will say what I can do. If I can get the important data on this contract, I should be able to get message through to George. In perhaps he can call you back.
Nikon: Ok, do you have a pen? I am going to give you my contact information and ask him to call me as soon as possible.
Clair: Just a second, and yes, ready now, go ahead.
Nikon: Ok, …

English Training Course - Talking on the telephone

Talking on the telephone can be difficult for a couple of reasons. First of all, you can't see the person you're talking to, so you can't see his or her body language and "read" his or her face. Talking on the
phone also requires its own special set of words and phrases. Here’s a helpful reference chart that will help you speak on the telephone phone with confidence in business and personal situations. We hope you'll find this helpful. Now if you can only find somebody to pay for your cell phone bill you'll be all set!

SITUATION	EXAMPLES
Introducing yourself. Phrases to use when you place the call.	When calling a general number: - May I speak with Marina Smith? - Hello, this is John Block calling for Marina Smith. - Is Marina Smith in? (informal) When the person answers the call directly: - Hi Marina, it’s John calling. - Good afternoon, Marina. This is John Block from ABC company calling.
Answering the phone. There are many different ways to answer your phone.	For calls to your direct line: - Good morning, this is Marina. - Good afternoon, XYZ firm. How may I help you? - Marina speaking. - XYZ firm, Marina speaking. For calls to your direct line, when the person asks for you by name: - Speaking (caller says: “Is Marina there?” and Marina replies: “speaking”). - This is she / this is he (caller says: “Is Marina in?” and Marina replies “This is she”). For calls to a general number: - Thank you for calling XYZ. How may I direct your call?
Connecting someone. When you answer the phone and it is for somebody else.	- One minute, I’ll transfer you now. - Please hold and I’ll put you through. - Let me see if Jim is available. - One moment, please. - Hang on a minute. (informal)
When you need to put somebody on hold	- Jim is on another line at the moment. Would you like to hold? - I’m sorry. I have a call on my other line. Can you please hold? For customer service calls - All of our operators are currently busy. Please stand by for the next available operator.
When you don’t understand the caller	- Could you please repeat that? - I’m sorry, I didn’t catch what you just said. - Can you please speak a little more slowly? - Can you please speak a little louder?
Clarifying what your caller says	- Can you please spell that for me? - How do you spell your last name? - And that company name again was, JAQ Industries? - Let me repeat your information to make sure I got it right.
Taking a message for someone	- I'm sorry, John’s not here at the moment. Can I take a message? - John is in a meeting at the moment. May I ask who’s calling? - John is at lunch. Would you like to leave a message? - John has left for the day. Would you like to be put through to his voice mail?
Leaving a message for someone	- Please tell him that Susan called and ask him to call me back. My number is 999-343-3423. - Please ask him to call Susan when he gets in. - He already has my number. - He’s not in? Please put me through to his voice mail. - When do you expect him back in the office? - I need to speak with him on an urgent matter. Please have him call me as soon as he gets in.
Ending a conversation	- It’s been great talking with you. I’ve got a meeting now so I better run. - Thanks for calling. I’ll speak with you again soon. - I’ve got another call coming in. Good talking to you. - I better let you go. - It’s 5 o’clock already. I better let you go. - Let’s touch base on this again in a few days.