Business English Pod / Telephone English / Page 9

BEP 89 – Telephoning: Making Arrangements

A2, Business English, ESL Podcast, Intermediate English, Telephone English, Travel /

In this Business English Podcast lesson we’re going to look at useful language for handling the practical details of a business visit, such as airport pickup and restaurant or hotel booking. And we’ll also practice ways to create and maintain goodwill by demonstrating flexibility and responding politely on the phone.

Viva is an Italian fashion company. Viva representatives Marco and Francesca are preparing to attend a fashion expo in Las Vegas with their American distributor, Foxtrot. A fashion expo, or exposition, is a kind of trade show or conference in which potential buyers look at manufacturers’ goods.

In the dialog Marco is calling his contact Adriana at Foxtrot to discuss the details of the visit. As you listen try to answer the following questions.

Listening Questions

1) What information does Adriana get from Marco?
2) What does Marco need help with?
3) Does Marco have any special requirements for the hotel?
4) What kind of food does Marco hope to eat?

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BEP 88 – Telephoning: Booking a Travel Ticket

A2, Business English, Customer Service, Intermediate English, Telephone English, Travel /

Booking tickets on the phone is a basic part of business travel. In this intermediate Business English Podcast, we will practice useful phrases and language for making travel arrangements on the telephone.

Viva is an Italian manufacturer of ladies’ apparel, or clothing. Marco and Francesca, Viva employees, are on a business trip. After visiting customers in the UK, they are now heading to Las Vegas in the United States to meet with their American distributor – the company that sells their product there. Marco calls a travel agent to book tickets for them.

Listening Questions

1) When does Marco want to leave and when does he want to return? Will he and Francesca be flying first class, business class or economy?
2) Does Marco ask the travel agent to “hold the fare” or does he pay for it immediately?
3) Does Marco need to pick up his and Francesca’s tickets at the travel agent’s office?

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BEP 72 – Telephoning: Voicemail Messages

A2, Business English, ESL Podcast, Intermediate English, Telephone English /

When you call someone but they aren’t there, often their voicemail “picks up” or answers the phone. Then you have to leave a message. Anyone who uses the phone in their job has to deal with voicemail.

Have you ever started to leave a message on someone’s voicemail, then when you heard the “beep” sound, you didn’t know what to say? When you’re speaking a foreign language, talking without preparation can be challenging, especially when you cannot see or hear the person you’re talking to. But with a little practice, you’ll be a voicemail pro.

That’s what we’ll be studying in this Business English lesson – standard phrases and language for voicemail messages, so that next time you here that “beep” you’ll know exactly what to say.

First we’ll hear a bad example. Justin Thomas works for a shipping broker called Trivesco. Brokers are “middlemen” – in this case Justin is a “newbuildings” broker, which means he helps people buy and sell new ships. Justin is calling Sylvie Peterson, a manager at the shipbuilding company Schmidt and Larsen. In the second example we hear Justin’s colleague, Mark Rand, leave a more professional message.

Listening Questions (Good Message)

1) What is Mark Rand hoping to talk to Sylvie about?
2) When will he be available to take Sylvie’s call?
3) How does Mark put a positive finish on the message?

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BEP 69 – Telephone English: Leaving a Message

Business English, ESL Podcast, Intermediate English, Telephone English /

This lesson has been updated in anew series: BEP 69A Redux & BEP 69B Redux.

People are busy. When you telephone people, they often aren’t there to take your call, so you need to leave a message. And almost everyone has to answer the telephone and take a message sometimes. Doing so professionally leaves a good impression on your customers, colleagues and boss.

Today we will hear a bad example and a good example of taking and leaving a telephone message.

Justin Thomas is with Trivesco, a major shipyard, or maker of ships. He is calling Sylvie Peterson at Daneline, a shipping company. Sylvie is a sales and purchase (S&P) broker. A broker is a middleman or negotiator. Sylvie specializes in negotiating the purchase of “newbuildings” or newly built ships. Amy, the receptionist, answers the phone.

Listening Questions

Bad Example
1) Does Amy answer the phone professionally?
2) Is Justin prepared?

Good Example
1) How does Amy answer the phone?
2) What is Mark calling about?
3) How does Amy make sure that she has got Mark’s correct phone number?

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BEP 54 – Customer Service: Handling Complaints 2: Resolving the Complaint

Advanced, Business English, Customer Service, ESL Podcast, Telephone English /

This is the second in a two-part Business English Podcast series on handling angry customers on the telephone. In today’s show we’ll be looking at how to resolve the customer’s complaint.

First a quick review: In part one we learned the first three steps for calming down angry customers and dealing with their complaints: First, we need to acknowledge their emotions by showing empathy. Second, we should identify the background to their problem so that we can take the right steps to fix it. And third, we should listen actively to show them that we care.

Where we left off last time, Sandy, a service associate at the front desk of the Majestic Hotel, had just finished identifying Steve’s problem. Let’s continue listening to see how Sandy resolves the complaint.

Listening Questions

1) How does Sandy show that he is actively listening to Steve?
2) What does Steve need?
3) What steps does Sandy take to ensure that Steve is satisfied with the outcome of the call?

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