How can I help you? --
Hold the line, please --
Making enquiries --
Placing an order --
Bookings and arrangements --
A change of plan --
What's the problem? --
Handling complaints.

For professionals and trainees in business, commerce and administration who need to be able to receive and make telephone calls. Suitable for use in class or for self-study, it develops and consolidates practical telephone skills in a variety of interesting and relevant contexts. Activities range from message-taking and spelling practice to role play, providing learners with a comprehensive course in using the telephone in English. The third edition takes into account recent developments in telecommunications and offers new listening material throughout.--From publisher description.