Pay attention on the phone

DOS	DON’TS
Who is this?	Who is calling please? May I ask who’s calling please?
What’s your name? Who did you say you were?	Sorry, I didn’t catch you name.  Can you repeat it please?
What do you need? What do you want?	What can I do for you? How can I help you?
I can’t hear you. Speak up please.	I’m sorry.  It’s very loud here.  Can you speak up a bit for me? I’m sorry.  It’s hard for me to hear you right now. Can you speak a little louder?
She’s out to lunch. She’s in the washroom. She’s on a break. She’s busy She’s on the phone.	I’m sorry.  She’s not available right now/ at the moment. Could I give her a message? Can I take a message?  Can I help you?
I wasn’t the person you talked to before.	I’m sorry.  I think you were talking to someone else last time. You must have been talking to someone else last time.
You have to call our accounting department	You will need to talk to our accounting department.  Can I connect/transfer you? Can I give you the number?
That’s not my department	I’m sorry. I can’t help you with that, but I can connect you to …..
He’s not here. Call back later.	I’m sorry.  He’s not in right now. Would you like to call back or leave a message?
She doesn’t work here anymore.	I’m sorry, she is no longer with BC Hydro. Can I help you with something?
He’s playing golf today He’s sick today	I’m sorry, he’s not in today. He’s not in the office today. May I have him call you back tomorrow?
This is Sam.  What do you need?	This is Sam, how can I help you?