Episode 15: Seb Lime

Watch the episode, then listen to the lines and repeat
1. Anna has been told to improve her telephone manner and has welcomed some friendly and useful advice from Denise.
2. They practise some mock phone conversations, but Anna receives a real call with a request of a personal nature.
3. How is Anna going to respond? Will her telephone manner be up to the challenge?
4. I'm really sorry, he's not at the moment. Can I ?
5. I'm he's busy – shall I ask him to call you ? 👁
6. I think we should be on first name now, so call me Seb.
7. Are you sure? I think he means a nature, not ! That Mr Lime!
8. Hello? Tip Top Trading. This is Anna speaking. Hello? Anna speaking.
9. But how is Anna going to handle Mr Lime's request?
10. I can't till next time!

Let's discuss
1. Do you ever talk on the phone in English?
2. What new phrases can you use in your phone calls?
3. Are you on first name terms with your co-workers and clients?
4. How, in your opinion, should Anna deal with Mr Lime's request?
5. Name something you can't wait to do.Further useful language

Good telephone manner

1. Good morning, Tip Top Trading. Anna here, how may I assist you?
2. Hello, this is Anna. How can I be of service?
3. Hello, Ms. Smith. What can I do for you today?
4. Hello, Mr. Brown. I hope you're doing well. How can I assist?
5. Hello, Mrs. Smith. It's a pleasure to hear from you. How can I help you today?
5. I apologize, but he's currently unavailable. May I take a message for him?
6. I'm sorry, he's tied up at the moment. Would you like me to arrange a callback?
7. Unfortunately, she's in a meeting right now. Can I help with anything in the meantime?
8. I'm afraid he's occupied. Should I ask him to get back to you?
9. I'm afraid she's out of the office at the moment. Can I pass along a message?
10. Unfortunately, he's not at his desk right now. Would you like me to take a message or arrange a callback?
11. He's currently unavailable. Would you like me to arrange a time for him to return your call?
12. I'm sorry, but she's on another call right now. Can I have her get back to you?
13. Thank you for getting in touch. Have a wonderful day!
14. Thank you for reaching out. Have a great day!