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Phone & video calls

Handle calls confidently: clarify, spell, confirm numbers and deal with technical problems.

💡 Tips from the pros

Never pretend you understood. Asking to repeat is professional, not weak.
Repeat numbers, names and dates back to confirm them ("So that's…").
Learn the NATO alphabet for spelling: A as in Alpha, B as in Bravo…
On video calls, name the problem neutrally: "You're on mute", "Your screen is frozen".
Finish by confirming the next step and saying thank you.

Listen to each phrase, then press the mic and say it.

Answering & starting

Good morning, [name] speaking.

Hi, this is … from …

I'm calling about…

Is now a good time to talk?

Clarifying

Sorry, could you repeat that, please?

Could you speak a bit more slowly, please?

Could you spell that for me?

Sorry, I didn't catch your name.

Confirming

Just to confirm, …

So that's Tuesday the 14th at 3 p.m.?

Let me read that back to you.

Video-call problems

You're on mute.

Sorry, you're breaking up.

Your screen is frozen.

Can everyone see my screen?

I'll turn off my camera — my connection is slow.

Ending

I'll send you an email to confirm.

Thanks for your time.

Speak to you soon. Bye!