How to say it

In this section, you’ll find a collection of the phrases and expressions used in the extracts on the previous pages (pp. 6–11). The numbers (1–10) after each of the phrases refer to the extract it was taken from.

Day-to-day work in a call centre

This will be your cubicle and work station here. [1]

They’ll cut out the background noise. [1]

This will improve call quality. [1] Have you done customer retention before? [2]

You’ll also handle calls from customers whose contracts are about to expire. [2]

I want you to take a few live calls now. [3]

Introducing yourself to customers

You’re through to Nick. [3, 5]

Aspire Networks. Nick speaking. [4] My name is... [8]

I’m calling from …. [9]

We’re your utilities supplier. [9]

Asking to speak to a different customer

I’ll need to speak to your husband. [4] Please ask him to call us later. [4] May I speak to... , please? [8, 9]

Talking to customers

How can I help you? [3, 5]

Is it OK if I call you “John”? [3] What can I do for you? [4] We’re open till… [4]

Thanks for calling Aspire Networks. [4]

I understand you have a billing query. [7]

OK, go ahead. [10]

Checking identity

Are you the main account holder? [3]

Could you give me your customer account number, please? [3]

Could I have your name, please?

[4]

Is the account in your name? [4]

Let me call up your account details. [7]

May I just run through some security questions with you? [7]

Connecting customers

You need to speak to my colleague. [5]

Do you mind if I put you on hold while I connect you? [5]

I’ve got a lady on the phone with a billing query. [6]

I’m going to put you through to my colleague. [6]

Nick has put you through to me. [7]

Keeping customers happy

I try to persuade dissatisfied customers not to cancel their contracts. [2] We have a few discretionary incentives. [2]

For example, ex gratia payments as a gesture of goodwill. [2]

I’ll try to be as quick as I can. [5] He’ll be able to help you with your problem. [6]

Have a nice day. [6]

As a gesture of goodwill, we will give you a ten per cent discount voucher for your next order. [10]

Speaking to customer care staff

Good morning, my name’s…. [3] I’m calling about… [3, 5]

Good morning. I hope you can help me. [4]

I seem to be locked out of my customer account. [4]

Who am I speaking to? [9]

It’s not convenient just now. [9] Is that the department that deals with online orders? [10]

Apologizing

Then I’m afraid I can’t help you.

[4]

I’m terribly sorry. [5]

Sorry to interrupt, madam. [5] Sorry to keep you waiting. [6]

I’m really sorry about all the inconvenience. [10]

Complaining

I hate getting cold calls. [9] Please don’t call again. [9] I’ve got a problem with an online order. [10]

It took three failed attempts before it was delivered. [10]

They never rang the bell. [10]

The contents are badly damaged. [10]

I’d like a refund or a replacement. [10]

I never signed for anything. [10]

Solving problems

Can I give you the order number? [10]

What seems to be the problem? [10]

I’ve just called it up on our order tracking system. [10]

What does my signature look like? [10]

Outbound sales and marketing contacts

I’m calling about your recent contact with our customer care centre. [8]

Would you be prepared to take part in a brief customer satisfaction survey? [8]

I’ll just read you five statements and you say whether you agree, strongly agree, disagree, strongly disagree or say neither / nor. [8] I wanted to make you aware of…

[9]

May I give you some details? [9]

It’ll only take five minutes. [9]

Did you know that...? [9]