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Telephone Basics
Time-length-icon 3m 23s
Plays-icon 662
Publish-date-icon January 30, 2008
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EPISODE DESCRIPTION

(This video may take a while to run. It is better to download it to your desk top and play it from there. Right click on the download button and click on "save target as." Thanks for your patience.)

In this video, you will see a class practice their "telephone basics." They will enact a bad customer service phone call and then the correct way to answer the telephone. Below you will find the script for the dialogue and of course, sit back, relax and.... ENJOY the Show!!

June 14, 2007 - Annual Celebration Presentation
Transcript:
Good evening everybody! This is the ESL for Retail Class!

Ring, Ring, Ring….

Macy’s (yawn!)
Hello? I have a problem..
Hold on….
Hello? Hello? I HATE this!!

Has this ever happened to you? (audience responds)

This is the correct way!

First: Use a greeting, the store name and your name

Second: Use the customer’s name

Third: Ask permission to put a customer on hold.

OK! Try it again!!

Ring, Ring!

Good evening, Macy’s Department Store, this is Jenny

Hi! My name is Mireya I have a problem with my last statement. Can you help me please?

Certainly, Mireya. I’ll transfer you to Accounting. Are you able to hold?

Yes.

Do you have a pen and paper handy? Take this number in case we get cut off, xxx-xxx-xxxx.

Ok. I got it.

I’m going to transfer you. Thank you for calling Macy’s.

Thank you Jenny.

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