Telephone Etiquette

14:52:12 : Etiquette
14:52:39 : Dining etiquette
14:52:43 : Workplace etiquette
14:52:48 : Telephone etiquette
14:52:50 : Zoom etiquette
14:56:14 : Email etiquette
14:59:18 : I wonder if the hostel has any vacancies in March. Can you telephone them to enquire?
15:00:11 : “For enquiries please call +65 xxxxxxx"
15:00:49 : Telephone extension
15:01:02 : +65 1234567
15:01:26 : +65 1234567 x432
15:02:07 : “Thank you for calling Verizon Wireless Billing Department. If you know the party’s extension you’re trying to reach. Please dial now."
15:03:38 : Land line
15:04:46 : Can you call me via the land line?
15:05:34 : Telephone line
15:08:56 : +65 1234567
15:09:06 : MNC
15:09:19 : Multi-National Company
15:10:30 : SME - small / medium enterprise
15:10:35 : medium
15:12:24 : 1800 111 1111
15:13:10 : Toll-free
15:13:30 : Toll free = no telephone charge
15:14:29 : Collect call
15:22:34 : The line got cut off
15:22:38 : The phone got cut off
15:22:45 : The call got cut off
15:23:22 : I’m going to try calling a little later. Couldn’t get through.
15:23:42 : Couldn’t get through = line was busy/engaged
15:25:06 : Hang up = end the call / put down the phone
15:26:35 : Can you look up the number to AirAsia? I need to check something on our booking.
15:26:51 : Look up = find / search
15:27:17 : I’ll look it up.
15:29:02 : Put through
15:29:06 : Transfer the call
15:29:20 : Can you put me through to Mr. Smith please?
15:36:07 : Greeting (hello / good morning/afternoon/evening) + Your name/ role / department (This is Shengnan speaking / Operator / This is Teddy from IT Department) + How can you help?

Vocabulary

area code (AmE)/
dialling code (BrE)
bad line busy (AmE)/
engaged (BrE)
enquiries
extensionnumber
phone/home/office/work/mobile/fax number
receiver telephone book/ directory
to ring

switchboard operator wrong number telephone charge
telephone box/ booth
telephone network telephone bill answerphone/ answering machine
missed call
voice mail voice message

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1 Complete the sentences with the most suitable word.

• a If you don’t know his number, why don’t you look it up in the telephone book?
• b The phone’s ringing. Would somebody answer it, please?
• c I called you a while ago, but your line was busy .
• d The telephone charge has been increased.
• e I left her a message on the answering machine, but she didn’t call me back.
• f Our telephone bill was enormous last month. I had to call abroad several times, so it is not a big surprise.
• g I’m sorry, it’s a bad line. I can’t hear you very well.
• h Sorry, you have the wrong number.

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Important phrasal verbs

call back/ ring back
cut off
get through
speak up
hang up : 挂断电话

hold on
look up
pick up
put on
put through

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2 Complete the sentences with the most suitable phrasal verb.

• a ‘The phone’s ringing.’ – ‘I’ll pick it up .’

• b Sorry, I’ve got to go now. I’ll call you back later.

• c ‘Could I speak to Mr. Barring, please?’ – ‘I’ll put you through .’

• d I tried to call you several times last night, but I couldn’t get through. There must have been something wrong with the lines.

• e I was going to explain the details when suddenly we were cut off.

• f Could you hold on for a moment. I’ll check the figures for you.

• g Why don’t you look up his number in the directory?

• h I was waiting for a couple of minutes but there was no answer, so I hung up.

• i Could you ring Harry up ? I’d like to talk to him as well.

• j Sorry, I can’t hear you very well. Could you speak up?

3 Match the words and phrases with similar meaning.

• a I’ll put you through.

  • 3 I’ll connect you.

• b Who’s calling, please?

  • 5 Could I have your name?

• c Anything else?

  • 1 Is that all?

• d The line’s busy.

  • 6 The line’s engaged.

• f Go ahead.

  • 2 I’m ready.

• g Hold on.

  • 7 One moment.

• h This is ...

  • 4 ... speaking

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• 13:31:16 You heated up convenience food.
• 13:31:39 Red bean bun
• 13:45:29 Reception
• 13:45:29 I’ve very bad reception. Could you call again?
• 13:48:16 Fantasy movies
• 13:48:59 Iron man
• 13:49:27 Hulk
• 13:49:55 Mark Ruffalo
• 13:50:25 Transformers
• 13:54:10 A directory directs you
• 13:54:14 to where you want to go / what you want to find
• 13:55:08 To hang up (present tense verb)
• 13:55:15 He hung up (past tense)
• 13:55:42 Can you hang up and call me again. I think it’s a bad line.
• 13:55:55 (Mandate / command)
• 13:57:52 1. ring Harry up
• 13:58:36 2. Call Harry up
• 13:59:20 To look someone up = to search for someone’s contact detail
• 14:00:27 3. Could you get Harry on the line
• 14:01:32 I’ve got Sam on the line.
• 14:01:37 I’ve got Sam on line 3
• 14:03:55 If you have a pen and paper with you, I’m going to read out your reservation number / confirmation number.
• 14:05:51 This is Jane
• 14:06:00 Jane speaking
• 14:06:47 Publisher / publishing house
• 14:09:05 Could you get him to call me back, please?
• 14:10:14 Prank call
• 14:14:28 He’s away / out of town on a business trip these few days.
• 14:14:43 Could I take a message?
• 14:14:50 Would you like to leave a message?
• 14:15:29 I’m sorry, but Mr Barry will not be in the office this week.
• 14:18:03 Slow is fast\
• 14:18:57 欲速则不达
• 14:20:45 Is that all?
• 14:22:44 When he comes back I’ll let him know to call you
• 14:22:52 I’ll tell him to call you back.
• 14:23:49 assurance
• 14:23:55 insurance
• 14:28:05 apartment
• 14:28:13 department
• 14:28:47 assistance
• 14:29:44 Book an appointment with us
• 14:30:18 I can do it for you now if you’d like
• 14:30:31 I can book an appointment for you

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homework：
1、完成一段苹果客服和要维修设备的顾客的电话内容：

屏幕快照 2020-05-20 下午12.58.18.png

A: Good morning, Apple Computer China. How can I help you?

B: Good morning, I’m calling because I have a problem with my phone. It won’t turn on. Can you help me?

A: You can make a reservation online and the website is https://support.apple.com/zh-cn/repair. Or Would you like to make a reservation now?

B: Yes, I’d like to make a reservation.

A: May I have your name and your mobile number?

B: I am Alice and my phone number is 13266668888.

B: May I find out which is the nearest store that I can go to?

B: I live in the Haidian District. I’m hoping I don’*t have to travel too far.*

A: There are some open time slots this Saturday. How about 3 pm Saturday?

B: 3pm Sat sounds fine! (3pm Sat works for me)

A: The reservation information will be sent to your phone number 13266668888 in few minutes. Please check and comfirm.

B: OK, Thank you.

A: Thanks for calling. Bye-bye

B: Thank you. Bye-bye