Phone calls are hard in a new language: you can't see the person's face, the sound is often bad, and people speak fast. Many learners avoid calling and wait days for an email reply instead.
The secret is that most phone calls follow the same pattern. Learn the phrases for each step and you'll know what to say even when you're nervous.
The Pattern of Most Calls
- Greeting and your name: "Hi, my name is Ana Silva."
- Why you're calling: "I'm calling to book an appointment."
- The details: dates, times, your account number, your address.
- Checking: "Just to confirm, that's Tuesday at 10?"
- Ending: "Great, thank you so much. Bye!"
Starting a Call
| Phrase | When to use it |
|---|---|
| "Hi, my name is… I'm calling about…" | Most calls |
| "Hi, this is Ana from apartment 304." | When they may know you |
| "I'm calling to book / change / cancel an appointment." | Appointments |
| "I'm calling about my bill / my order / my account." | Calling a company |
| "Could I speak to Mr. Lee, please?" | Asking for a person |
| "Is this a good time to talk?" | Calling someone you know |
Answering the Phone
| Phrase | When to use it |
|---|---|
| "Hello?" / "Hi, this is Ana." | Personal phone |
| "Good morning, [company name], Ana speaking." | At work |
| "Speaking." | When someone asks for you by name |
| "Can I ask who's calling?" | Asking the caller's name |
| "One moment, please. I'll put you through." | Transferring a call |
Booking or Changing an Appointment
| Phrase | Example |
|---|---|
| "I'd like to book an appointment with…" | "I'd like to book an appointment with Dr. Patel." |
| "Do you have anything available on…?" | "Do you have anything available on Thursday?" |
| "Is there anything earlier / later?" | When the time doesn't work |
| "That works for me." | Accepting a time |
| "I need to reschedule my appointment." | Changing it |
| "I'm afraid I need to cancel my appointment on…" | Cancelling |
| "Do I need to bring anything?" | Asking what to prepare |
Calling a Company (Bills, Orders, Internet, Bank)
| Phrase | When to use it |
|---|---|
| "I have a question about my bill." | Billing |
| "My order hasn't arrived yet." | Delivery problem |
| "My internet isn't working." | Service problem |
| "My account number is…" | Giving details |
| "Could you tell me what the next step is?" | Asking what happens next |
| "Could I get a reference number for this call?" | Keeping a record |
| "When can I expect an answer?" | Asking about timing |
Tip: before you call a company, write down your account number, your address and your question. You'll feel much calmer.
When You Don't Understand
These phrases are completely normal. Native speakers use them on the phone all the time.
| Phrase | When to use it |
|---|---|
| "Sorry, could you repeat that?" | You missed something |
| "Could you speak a bit more slowly, please?" | They speak fast |
| "Sorry, the line is bad. Could you say that again?" | Bad connection |
| "Could you spell that for me?" | Names, streets, emails |
| "Just to confirm, you said Monday the 13th?" | Checking a detail |
| "Sorry, I didn't catch your name." | You missed a name |
Spelling Names and Numbers
- Spell slowly and group letters: "That's S-I-L-V-A. Silva."
- Use a word for unclear letters: "B as in Bob, D as in David, M as in Mary, N as in Nancy."
- Say phone numbers in groups: "six-oh-four, five-five-five, oh-one-two-three."
- "Zero" is often said as "oh" in phone numbers.
- Email addresses: "at" (@), "dot" (.), "underscore" (_), "dash" or "hyphen" (-), "all lowercase."
Leaving a Voicemail
A good voicemail is short and has four parts: who you are, why you called, what you want, and how to reach you.
Hi, this is Ana Silva. I'm calling about my appointment on Thursday at 10. I need to reschedule it, if possible. Please call me back at 604-555-0123. Again, that's 604-555-0123. Thank you!
Tip: say your phone number twice, slowly. People often have to replay messages to catch the number.
Ending a Call
| Phrase | When to use it |
|---|---|
| "Great, thank you so much for your help." | Ending politely |
| "Is there anything else I need to do?" | Before ending |
| "Have a good day!" / "You too!" | Final goodbye |
| "Thanks for calling." | When you answered the call |
| "I'll let you go." | A friendly way to finish a personal call |
Sample Call: Booking a Dentist Appointment
Receptionist: Good morning, Bright Smile Dental, how can I help you?
You: Hi, my name is Ana Silva. I'd like to book a cleaning, please.
Receptionist: Sure. Are you an existing patient?
You: No, this would be my first visit.
Receptionist: Okay. We have Tuesday the 7th at 2:30 or Thursday the 9th at 10.
You: Thursday at 10 works for me.
Receptionist: Great. Can I get your phone number?
You: Sure, it's 604-555-0123.
Receptionist: Perfect. We'll see you Thursday at 10.
You: Just to confirm, that's Thursday the 9th at 10 a.m.?
Receptionist: That's right.
You: Great, thank you so much. Bye!
Practise
- Write down the call you need to make this week, using the pattern above.
- Say it out loud twice before you call.
- Practise real phone conversations with the AI conversation partner or the phone calls and messages vocabulary lesson.
More useful phrases: How to Ask Politely and Say No in English and English Phrases for Work in Canada.