First, we will check the points in this lesson. Please repeat after me.
|1.||Make sure to politely give the reason why you may not be able to transfer a call. You can use phrases such as “I’m afraid that it seems that he/she is on the other line at the moment,” and “I’m sorry but his line is busy.”|
|2.||Build a relationship with the person calling by using their name frequently and by using friendly and polite language.|
We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
|A:||Hello. Thank you for calling Lettuce Eat Salad Bar. This is Caesar. How may I direct your call?|
|B:||Could I please speak to Mr. Tom Maytow of the shipping department?|
|A:||Absolutely. May I ask who is calling, please?|
|B:||Cameron Shipper of BH logistics.|
|A:||Alright, thanks Mr. Shipper. Please hold the phone for just a moment while I transfer your call.|
|(After a few seconds)|
|A:||Mr. Shipper, I am afraid that Mr. Maytow is on the other line at the moment. May I suggest that you try again later this afternoon?||B:||Alright. Can I have his personal phone number to reach him directly?|
|A:||Unfortunately, no. For safety reasons we do not disclose any personal information about our employees.||B:||Alright, I will just call back later.|
|A:||Great. Thanks, Mr. Shipper.|
Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)
Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.
|1.||Have you ever talked with an impolite telephone operator? How did you feel?|
Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)
Let’s do a role play with the given situations.
You receive a phone call from a client’s representative. You will deny the person’s request to transfer the call to your co-worker.
(Your tutor will pretend to be the client’s representative.)
– I’m afraid that he/she is on the another line at the moment.
– May I suggest that you try again later?