Tune into our latest episode of “Business English Essentials,” titled “Mastering Business Phone Calls: Essential English Communication Skills,” where we delve deep into the nuances of conducting effective business calls in English. Whether you’re a non-native speaker looking to polish your professional communication or someone aiming to refine their phone etiquette, this episode is your go-to resource.
Episode Audio
Dialogue
Alex: Good morning, Thompson Industries, Alex speaking. How may I assist you today?
Jordan: Hi Alex, this is Jordan from Parker Solutions. I’m calling regarding the order we placed with you last week. I need to verify the shipping details and discuss a couple of adjustments if possible.
Alex: Of course, Jordan. I have your order details here. Your order is scheduled to ship next Monday. Could you please confirm the shipping address for me?
Jordan: Yes, it’s shipping to 450 West Street, Suite 550, Atlanta, Georgia. Could you also confirm the estimated delivery date?
Alex: Let me check that for you… The estimated delivery date is next Wednesday. Does that work for you?
Jordan: That’s perfect, thank you. I also wanted to ask if it’s still possible to add a few items to this order?
Alex: Let me see… Yes, you can still add items. What would you like to add?
Jordan: I’d like to add 20 units of the Model X keyboards and 10 units of the Model Z mouse pads, please.
Alex: I can do that for you. Just to confirm, that’s 20 units of Model X keyboards and 10 units of Model Z mouse pads. Anything else?
Jordan: Yes, one more thing. Could we expedite the shipping? We have an event next week, and it would be great if we could have the items a day earlier.
Alex: I’ll check the possibilities for expedited shipping. One moment, please… Yes, we can expedite the shipping for an additional fee. Would you like me to update the order with expedited shipping?
Jordan: Yes, please. How much will the additional fee be?
Alex: The expedited shipping will be an additional $45.
Jordan: That’s fine. Please go ahead and update the order with the added items and expedited shipping.
Alex: Done. Your order has been updated. You’ll receive an updated confirmation email shortly. Is there anything else I can assist you with today?
Jordan: Actually, yes. I noticed a discrepancy in our last invoice. There was an overcharge for the Deluxe Office Chairs. We were billed for 15 units instead of the 10 we received.
Alex: I apologize for that oversight. Let me correct that for you right now… I’ve adjusted the invoice to reflect 10 Deluxe Office Chairs. A corrected invoice will be sent to your email. Again, I apologize for the inconvenience.
Jordan: Thank you for resolving that so quickly. That should be everything for now.
Alex: It’s my pleasure, Jordan. We appreciate your business and look forward to continuing to serve you. If you have any more questions or need further assistance, please don’t hesitate to call.
Jordan: Will do. Thanks for your help today, Alex. Have a great day.
Alex: You’re welcome, Jordan. Have a wonderful day as well. Goodbye.
This dialogue covers various scenarios within a business phone call, including confirming order details, making adjustments to the order, addressing shipping preferences, correcting a billing issue, and concluding the call professionally. It provides English learners with examples of formal and polite language used in business communication, along with strategies for handling multiple topics in a single conversation.
This dialogue offers a realistic example of a business phone call, showcasing how to navigate various scenarios professionally and efficiently. Let’s dissect the conversation to highlight useful phrases, vocabulary, grammar notes, and general tips for English learners.
Starting the Call
- Alex: Good morning, Thompson Industries, Alex speaking. How may I assist you today?
Tip: Start with a polite greeting and introduce yourself. It sets a professional tone for the call.
Vocabulary & Grammar: The phrase “How may I assist you today?” is formal and commonly used in business settings to offer help.
Stating the Purpose of the Call
- Jordan: Hi Alex, this is Jordan from Parker Solutions. I’m calling regarding the order we placed with you last week.
Tip: Clearly state your name and the reason for your call early to direct the conversation appropriately.
Grammar Note: “I’m calling regarding…” is a straightforward way to introduce the call’s purpose.
Requesting Information
- Alex: Could you please confirm the shipping address for me?
Tip: Use polite requests such as “Could you please…” to ask for information. It’s courteous and respectful.
Making Adjustments
- Jordan: I’d like to add 20 units of the Model X keyboards and 10 units of Model Z mouse pads, please.
Tip: When requesting changes or additions, be specific about your needs. Adding “please” makes the request polite.
Dealing with Issues
- Jordan: I noticed a discrepancy in our last invoice. There was an overcharge for the Deluxe Office Chairs.
Tip: If addressing an issue, describe it clearly and calmly. Use specific details to avoid confusion.
Concluding the Call
- Alex: It’s my pleasure, Jordan. We appreciate your business and look forward to continuing to serve you.
Tip: End the call on a positive note, expressing appreciation and openness for future interactions.
Useful Vocabulary & Phrases
- Verify: To confirm the accuracy of something.
- Discrepancy: A difference or inconsistency.
- Expedite: To speed up the process.
- Overcharge: To charge more than the correct price.
- Invoice: A bill for goods or services.
Grammar Notes
- Modal Verbs for Politeness: Using modal verbs like “could,” “would,” and “may” softens requests and makes them more polite.
- Present Perfect for Past Actions with Present Relevance: “I’ve adjusted the invoice” uses the present perfect tense, indicating an action completed in the past that has relevance to the present conversation.
General Communication Tips
- Be Clear and Concise: Business calls should be to the point. Clearly state your purpose, needs, and questions.
- Maintain Professionalism: Use polite language and maintain a respectful tone throughout the call.
- Active Listening: Pay close attention to the other person’s responses. This ensures you understand and address their points effectively.
By applying these tips and using the phrases from the dialogue, English learners can navigate business calls with greater confidence and professionalism.
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