Guidelines: Ensure that you have all the necessary information for the call
Have a friendly opening phrase for the call
Ensure that you are able to pronounce difficult names, words etc.
Be specific about the reason for the call
Check the timing of the call and be aware of time differences
Speak slowly, clearly and loudly enough for the other person to hear
Dave Jones: Good Morning, this is Dave Jones from Danzell. May I speak to Steven Parker please? It is regarding an inquiry about an article.
Secretary: Good Morning Mr. Jones. Please hold while I transfer you over to Mr. Parker.
Dave Jones : Hello, Dave Jones speaking.
Steven Parker : Hi, This is Steven Parker from Spearex. Is it convenient for you to discuss about an article right now or should I give you a call again later?
Dave Jones : Yes no problem. Go ahead.
Steven Parker : It is regarding an article I read yesterday that was written by you. I was wondering whether the information contained in the brochure has anything to do with the recent surge in English teaching for monetary purposes.
Dave Jones : Sorry, I didn't catch what you just said. Could you please repeat it?
Steven Parker : I would like to inquire about why your article stated that English teaching is only for money and nothing else.
--- discussion ---
Dave Jones : Why, thank you for taking time off to help answer my questions. It is much appreciated.
Steven Parker : My pleasure.
Could I take your name, please?
Would you like to
explain the problem?
Can you explain in more detail?
Could I repeat that
to see if I have understood you correctly?
Yes, I can see that you have
a problem. Let me see what I am able to do to help
you with it.
I apologise for the inconvenience that
this has caused you.
I understand why you are upset,
Sir/Madam. I do apologise.
I will get an expert to talk to you right away Sir/Madam.
I'll
guarantee that we will do all that we can to ensure
your complaint is processed right away.
I will check
the problem for you, and get back to you as soon as
possible.
Once we have resolved the error, I will contact
you immediately.
Is there anything else I can help you with Sir/Madam?
Are there any other ways we can be of service to you Sir/Madam?
I'm sorry. I'm afraid that we are not responsible for the problem.
I'm sorry. I don't think I will be able to help
you with the problem.
Support: Good Morning. Thank you for calling Spearex customer support. How may I help you?
Customer: I'm calling regarding a problem with my computer
Support: Could I have your name please? And also the details of the computer you bought and the problems you are having.
Customer: My name is Richard Fern. I bought a Sonic laptop yesterday and it keeps shutting down no matter what I do.
Support: Yes. I see that you have a problem there Sir. Let me see what I can do to help you with it.
Could you please have the computer in front of you so that I am able to run through a few steps to help you solve the problem?
--- discussion ---
--- problem fixed ---
Support: Is there anything else I can do for you Sir?
Customer: My girlfriend left me yesterday and I was going to give her this laptop as a present..
Support: Sorry Sir?
Customer: I said that my girlfriend left me and I went to buy this laptop. It is your company's fault that this happened. Take responsibility for it!
Support: Im sorry Sir, but I'm afraid I am not able to help you with that as it is not the fault of the company or the product itself...
Dave Jones is speaking to Mark Shipman who is his superior. Mr. Jones is asking Mr. Shipman about a report that he has written.
Mr. Jones: Excuse me, Mr. Shipman. Could I request a moment of your time, please?
Mr. Jones : Sure. How can I help you?
Mr. Hanks: I have just finished the report that you requested, and I was wondering if you could take a look at it.
Mr. Shipman: Sure. I'd be happy to look at it.
Mr. Shipman: I would also appreciate it if you could provide me with any feedback or suggestions for any future reports.
Mr. Shipman : Certainly. I'll be sure to let you know my opinions.
Mr. Jones : Thank you.
A discussion occurs between 2 friends during lunch. Both work at the same building, but belong to different companies.
Dave : Hey, how are things today?
Mark: Not too bad. How are things with the family?
Dave : Fine, thank you. Hey, by the way, are you able to give me a hand later on this report I'm writing?
Mark : Sure, no problem.
Oh, did you catch the game last night?
Dave : It was incredible! Both teams were awesome.
Mark : Yeah. It was the best game I have ever seen.
Chairman: My name is Peter, and I will be chairing this meeting. If we are all present, let's get the meeting started. First of all, I'd like you all to join me in welcoming Dave Jones, our Asian Regional Language Coordinator.
Dave Jones : Thank you for having me here today.
Chairman: I'd also like to introduce Mark Shipman who has recently joined our company.
Mark Shipman : Hello. Nice to meet you all.
Chairman: I'm afraid our Human Resource director, Donald Davis, is unable to be with us today. He is currently in Australia at the moment, helping to coordinate our Oceania regional operations.
Chairman: Alright, let's get the meeting going. We are here today to discuss ways of improving membership in the South-East Asian region. Firstly, let's go over the report from the last meeting held on July 26th. Minnie, over to you.
Minnie: Thank you Peter. Let me first summarize the main points in the last meeting. We had approved the changes to our membership system that was previously discussed on June 26th. After briefly revising the changes that will occur, we had a brainstorming session with regards to the improvisation of the teaching system. The ideas gathered in the brainstorming session are recorded in the files in front of you. The meeting was subsequently closed at 4pm.
Chairman: Thank you Minnie. If there is nothing else for discussion, let us get started on today's agenda. I hope you have all received and read through the financial report. I'd like to skip to item 3: current membership in the South-East region. Dave will now give us a report on this matter. Dave ?
Dave Jones : Before I begin the report, I'd like you all to give some ideas on a few topics. How do you feel about countries with low membership in your region? Shall we go round the table starting from Cindy?
Cindy: In my opinion, our focus has been far too concentrated on the high membership countries. The way I see it, we should put more effort into increasing our membership rates by using advertising campaigns to increase public awareness of our company in low membership countries.
Jane: I have to disagree with that. I believe that low membership countries do not see a need for our business, therefore we should somewhat diversify and focus on what those countries want.
Alice: Excuse me, I didn't catch what you meant. Could you repeat it?
Jane : I just stated that we need to have a slightly different focus.
Rachel: I still don't quite understand. What do you mean exactly?
Jane : Well, basically, our company specialises in English teaching. However, we should diversify to cater to different countries; for example, Mandarin teaching in countries where it is more appropriate than English.
Steven Parker: Do you have anything you would like to add, Sarah?
Sarah: I must admit that Jane has made an excellent point. I am in support of her idea.
Steven Parker: Well, thank you all for your contribution. Now, let me begin with the presentation.
--- presentation ---
Steven Parker: As you can see, we are planning new methods of teaching, as well as the need to focus on having multiple languages available for students to learn.
Chairman: Unfortunately, we are running out of time. We will have to continue the discussion at a later date.
Steven Parker: Before we end the meeting, I'd like to summarize the main points that were covered today.
South-East Asia is a low membership region in Asia.
Increasing the availability of languages.
A survey of popular languages in South-East Asia will be collected.
Results will be collected and tabulated by our Research team.
We will then be basing our operations on the result of the survey.
Chairman: Thank you very much Steven. Is there any other business before we conclude today's meeting?
Rachel: Peter, could we fix a date for the next meeting?
Chairman: Yes. How about Wednesday afternoon in a week's time, at 2pm? Is everyone happy with that? ......... Great. I'd like to thank Dave for joining us and giving us the presentation. The meeting will now conclude.
Dear Sir,
English Teaching Brochure
I would be grateful if you are able to send us your
brochure and price list for your language classes.
We
are currently aiming to have an English competent sales
staff and are therefore interested in providing them
with business competency in the English language.
I
look forward to hearing from you.
Yours faithfully
Tom Neeley
Tom Neeley
Human Resource Manager
Panasanac Ltd.
Dear Tom Neeley
English Teaching Brochure and Price
list
Thank you for your letter of 26th July enquiring about our English language teaching services.
○○ language school offers a wide range of English language teaching services, ranging from basic English grammar to advanced business English. I have enclosed together with this letter out latest brochures and price list from which you can see that our services and prices are extremely competitive.
Please do not hesitate to contact us should you have any questions.
I look forward to calling you in a few days.
Yours sincerely
Brad Smith
Brad Smith
Liaison Manager
○○ language school
Enc: 2
English Cocktail Party
123 Tokyo Avenue 1, Tokyo,
Japan
Tel: 123-4567-8900
July 26th, 2008
Dear Valued Customer:
Our records show that you have been a member of ○○ language school since 2005. We would like to thank you for your ongoing support by inviting you to our Summer Cocktail Party next week, August 10th, 2008.
This is an invite-only event. We have requested a renowned expert on language learning to share his knowledge with us, as well as a skit performed by an English Drama Company. Complimentary buffet-styled dinner and refreshments will be provided.
Enclosed are 2 entrance tickets for both yourself and a guest to bring along.
We look forward to seeing you at the party. Please remember to bring along the invitation ticket with you and present it at the door.
Sincerely,
Mickey Williams
Mickey Williams
Public Relations Manager
○○ language school