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HELPFUL GUIDELINES FOR WORD USAGE


POOR USAGE: GOOD USAGE:
  • OK
  • Yeah.
  • Yep.
  • Sure.
  • Alrighty
  • All right.
  • Yes.
  • Certainly.
  • I’ll be glad to.

WHEN SOMEONE IS OUT OF THE OFFICE OR UNABLE TO TALK

POOR USAGE: GOOD USAGE:
  • (Name) isn’t in yet.
  • (Name) is out for coffee.
  • (Name) is away from his desk.
  • (Name) is around somewhere.
  • (Name) is out to lunch.
  • (Name) is gone for the day.
  • (Name) is in the field.
  • I expect (name) in any time.
  • (Name) is tied up.
  • (Name) is in a conference.
  • (Name) is out of the office, I expect him/her to return about (time, if signed out). May I take a message?
  • (Name) is attending a meeting. I expect him/her to be through at (time, if signed out). May I take a message?

WHEN LEAVING AND RETURNING TO THE LINE

POOR USAGE: GOOD USAGE:
  • Hold on.
  • Hang on.
  • Wait a minute.
  • Just a moment.
  • Hold the line.
  • Will you hold? My other line is ringing. (Wait for response). Return to caller with: Thank you for holding (name).
  • Will you hold while I check that for you? (Wait for response). Thank you for holding. I have the answer for you/I am transferring your call to (name) who will be able to help you/the person you need to talk to is not available at the moment. May I take a message?

WHEN CALLER’S NAME IS NOT UNDERSTOOD

POOR USAGE: GOOD USAGE:
  • What was that name?
  • “I’m sorry; I didn’t get your name.”
  • Would you repeat your name?
  • Would you repeat it please?”
  • How do you spell it?
  • May I get the correct spelling of your name please?

WHEN SCREENING CALLS

POOR USAGE: GOOD USAGE:
  • Who’s calling?
  • Who is this?
 May I tell (name) who is calling? Your company/department? Thank you. Just one moment please.
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