Job in UK
Working in the UK: Taking and giving messages.
Right, first things first. You'll need to know what to do in an emergency so this is how the emergency phone number works.
If you have to call the fire brigade, the police or the ambulance service, dial 999 (it is the same number for all three services). The operator will reply, saying something like this:
Operator. Which service do you require?
and
What is the number of the phone you are calling from?
If you need to contact the police for a minor matter, do not use the emergency number. Contact the local police station directly.
Back to the workplace. If you are the person answering the phone in a company, some of these phrases may come in useful:
Could I take your name and surname, please?
Could you spell that for me?
And can I take your account number as well?
So that's Patrick P-A-T-R-I-C-K Fletcher F-L-E-T-C-H-E-R and the number is 442-488-0021?
Could you tell me what the problem is?
I'll just put you through to the right department.
I'm sorry, I can't deal with that myself, but I can tell you who to contact.
When taking someone's name over the telephone there are a few things to remember about spelling.
Firstly, the letters I and E do not have the same names as in Polish. Other letters that can cause confusion are Y, V (not pronounced fow) and J (which is not pronounced yot). Secondly, we say double L when there are two L's, double T for two T's and so on. Don't mistakenly say W-L.
Talking to people on the phone in another language isn't as difficult as you might think and after a little time you'll get used to it. However, you might also be put in charge of dealing with customers face-to-face. In that case, one of the more difficult jobs is in customer services where most people you meet are there to complain about something.
Some of these phrases might come in useful:
Good afternoon. May I help you?
Do you still have the receipt for it?
We can change it for you if you like, or we can give you a refund.
We don't have any new ones in stock at the moment.
This will need to be sent away for repairs. It will take a couple of days.
Could you give me a daytime telephone number?
It will be ready the day after tomorrow.
Unfortunately that isn't covered by the guarantee.
Exercises
Some of these are situations on the phone and others are face-to-face. Rearrange the words to create the right reply in each case.
Hello, can I order two medium vegetarian pizzas please.
you sorry, I think the I'm wrong have number. We are a bookshop.
Can I speak to someone in charge?
you me what the tell help is, I might If problem be able to.
I haven't got the receipt because someone bought this for me as a present.
anything Unfortunately we a receipt change unless we can't have. It's company policy.
Can't someone here fix it?
I'm afraid not. The person who does the repairs works in a different town. away it have to for a couple We'll send of days.
KEY
I'm sorry, I think you have the wrong number.
If you tell me what the problem is, I might be able to help.
Unfortunately we can't change anything unless we have a receipt.
We'll have to send it away for a couple of days