SCRIPTS WEEK 6

TELEPHONING: SOLVING PROBLEMS

Receptionist, Marcia and Harry

R: Hello, United Food Corporation.

M: Good morning, my name’s Marcia Jones, Hove Stores.

R: Good morning. How can I help?

M: I’d like to speak to Harry Palmer, please.

R: Hold on a minute, I’ll put you through …

H: Harry Palmer.

M: Hi, Harry, Marcia here.

H: Hi, Marcia.

M: I need some information. Can you give me the name of your new marketing assistant, please? I need to contact him.

H: Certainly. His name’s Jeff Haydon.

M: Could you spell his name for me, please?

H: OK. J-E-F-F H-A-Y-D-O-N.

M: Sorry, could you repeat that, please?

H: J-E-F-F H-A-Y-D-O-N.

M: Right. G-E-F-F H-A-I-D-O-N?

H: No, not G, J. J-E-F-F. And Haydon has a Y, not an I. H-A-Y-D-O-N.

M: Right. OK, I’ve got that. Thanks very much.

H: No problem.

M: I’ll speak to you soon, Harry. Bye.

Four Phone Calls

Call 1

BS: Hello?

JS: Hello, Jackie Singer here. Can I speak to Beverly Simpson, please?

BS: Speaking. How can I help you?

JS: I've got a problem. I can't meet your boss, Vanessa Gordon, next Wednesday. Something's come up.

BS: Ok, I'll pass on your message. I'm sure we can arrange another time.

JS: Thanks very much. Bye.

Call 2

MB: Good morning, this is Michael Benson, PKJ Electronics.

SC: Oh, hello Michael, this is Sheila Clark. What's the problem?

MB: It's about the delivery of mobile phones. I want 50, not 15.

SC: Sorry about that. I'll deal with it immediately.

MB: Good. I need them by the end of the week.

SC: Ok. It's no problem. By for now.

MB: Thanks for your help. Bye.

Call 3

DR: Good morning. Harding Kitchenware, Denise Robbins speaking.

MJ: Hello, my name is Mike Jackson. I'm phoning about my dishwasher. There are no instructions in the package.

DR: Oh, dear! Sorry to hear that. Which model is it?

MJ: Hold on, I'll check... It's the PT1095 model.

DR: I'm sorry. I didn't catch that. Could you repeat it please?

MJ: PT1095 model.

DR: Got it. I'll send you some new instructions right away.

Call 4

DP: Hello?

JR: Hello.

DP: David Patterson here, Hudson and Company. Can I speak to Jim Roberts, please?

JR: Speaking.

DP: There’s a problem with the invoice you sent me.

JR: Oh, really?

DP: Yes, I can’t read it very well. The words are not clear.

JR: Ah, sorry about that.

DP: Also, I think the figures are wrong.

JR: I’ll look into the matter and send you another invoice. Is that OK?

DP: Fine. Thanks very much.