What You'll Practise
- Answer or start the call: Greet the other person and identify yourself.
- Explain your reason for calling: State clearly why you are calling.
- Handle being put on hold: Understand phrases about waiting or being transferred.
- Confirm details: Repeat back important information like times or reference numbers.
- End the call politely: Thank the person and say goodbye.
Dialogue Script
Key Phrases
Frequently Asked Questions
How do I answer the phone politely in English?
Say "Hello, this is [name] speaking" or, for a business, "Good morning, [company name], how can I help you?"
How do I explain why I'm calling in English?
Use "I'm calling about..." or "I'm calling regarding...", for example: "I'm calling about an order I placed last week."
What does 'Please hold' mean on the phone?
It means you need to wait on the line while the person checks something or transfers your call. You might hear music while you wait.
How do I ask someone to repeat something on the phone?
Say "Sorry, could you repeat that?" or "I didn't quite catch that, could you say it again?" This is very common and expected on calls.
How do I spell my name or details on the phone?
Use the phonetic alphabet if needed: "J for Juliet, O for Oscar, N for November" or simply spell letter by letter slowly.
What does 'I'll put you through' mean?
It means the person will transfer your call to another department or colleague. You may hear a short pause or ringing tone.
How do I leave a voicemail message in English?
Say your name, number, and reason for calling clearly: "Hi, this is [name], my number is..., I'm calling about... please call me back."
How do I politely end a phone call?
Say "Thank you for your help, have a good day" or "Thanks, that's all I needed, bye for now."
What does 'Can I take a message?' mean?
The person offering isn't available, and they're asking if you'd like to leave information for them to call you back.
Is phone English different from face-to-face English?
Yes — phone English relies more on set phrases because you can't use gestures or facial expressions, so clear pronunciation and confirming details matter even more.