When someone is calling but you are not the person they want to speak to, forwarding the call fast and professionally is the way to go.

Useful phrases:

• INCOMING:
• Please hold the line, I will connect you to [name].
• Yes, [name] is available. I will forward you immediately.
  
  
• OUTGOING:
• Is [name] available?
• Could you please put me through to [name]?

Click the video to start and don't forget to turn on your speaker!

!BikuMTI top tip: Even though you are not the person, the caller wants to speak to, ask for her or his name.
This way you can let the the colleague know, who is on the phone.

When you are busy and can't talk, offer a time when you can get back to the caller.
When the person you are trying to connect the caller to is not available, make sure to politely inform the caller.

Useful phrases:

• IINCOMING:
• I'm sorry I am busy right now. Can I call you back in twenty minutes?
• I am in a meeting right now. Would you mind calling back later?
• Should [name] call you back?
• Would you mind calling back later?
• I’m sorry but the line is busy.
• I'm sorry but [name] is not available at the moment.
  
  
• OUTGOING
• When can I reach [name]?
• Could [name] call me back?

Click the video to start and don't forget to turn on your speaker!

!BikuMTI top tip: This one seems obvious but is still very important. Always make sure that there are a pen and paper ready to go near the telephone, so you can focus on the caller and not on searching for writing utensils.

When you dialed the wrong number or someone misdialled and called you by accident, still make sure to be polite.

USEFUL PHRASES:

• INCOMING:
• I’m sorry, [name] does not work here.
• You must have dialed the wrong number.
  
  
• OUTGOING
• I am sorry, I must have dialled/called the wrong number.
• Excuse me, I called you by accident. Thank you for understanding.

Click the video to start and don't forget to turn on your speaker!

!BikuMTI top tip: If a person calls you by accident, still make sure that they know your company's name. You never know, if they might need that information in the future.