Successful Telephoning II
in English
Arrangements
Asking for an appointment
Can we fix an appointment? (dojednat schůzku)
Can we schedule a meeting for next week?
(naplánovat schůzku)
Could we fix a quick meeting for Monday?
Can we set up a meeting for Friday?
Arrangements
Finding a good time
Is Monday convenient?
How about Tuesday at 10?
Does next Thursday suit you?
What about the week after next?
When would be good for you?
Arrangements
Agreeing on a place
Shall I come over to your office or do you want me to meet here?
Where would be best for us to meet?
Let’s meet in the conference room.
Confirming
OK, so that’s 10.30 next Wednesday in your office.
Could you possible confirm the details in an e-mail?
Great. Let me give you my mobile number in case there’s any
problem.
Customer service
Taking responsibility
Let me help you with this.
I’ll sort this out for you. (vyřešit, vyjasnit, dát do pořádku)
Admitting the mistake
There’s clearly been mistake.
There must have been a mix-up. (zmatek, omyl)
Customer service
Asking for deatails
What seems to be the problem?
Can I take your customer number, please, Mr Brown?
Do you happen to have the invoice number, Ms
Richards?
Do you have the reference number?
So, if I’ve understood correctly, you’ve received the
wrong product?
Customer service
Apologizing
I’m very sorry about this, Mr Bannock.
I understand your feelings. I really do apologize.
I can fully appreciate (uvědomovat si, chápat) your
frustration, sir.
I do apologize for any inconvenience, Mr Sanders.
Customer service
Asking the customer to wait
If you’d just like to wait a moment.
I’m just looking up the details in our system.
If you could just bear with me (mít strpení) a second.
Promising action
I’ll get on to (postarat se o něco) this immediately and
call you back.
I’ll make sure your request is processed immediatelly.
Customer service
Offering compensation
I’ll send you a voucher for $100.
Please accept a small gift to make up for all
incovenience.
Thanking the customer
Thank you for letting us know about this.
Thank you for bringing this to your attention.
Thank you very much for your understanding.
Customer service
Offering further help
If you need to get in touch again, please ask for me.
My name’s Jane.
Let me give you my extension in case you have any
further questions. It’s 567. Or just ask for Peter.
TIP:
Be positive. Instead of saying, “We can’t deliver before
the end of May”, say, ”We can get these to you
home at the beginning of June.”
Checking and closing
Confirming and summarizing
Let’s just go over that again.
OK, so we’ve agreed that…
Can I just confirm what we’ve agreed on?
Can I just summarize?
Can I just sum up where we’ve got to?
I’ll send you an e-mail to confirm what we discussed.
Checking and closing
Ending the call
I think that was all.
Thank you for your help.
I look forward to hearing from you soon.
Hope to see you soon.
We’ll be in touch next week.
Thank you. Bye.
You’re welcome. Bye.
Good luck with
Successful Telephoning