Take a customer’s phone message
You answer the phone at Maple Design. Alex Morgan is in a meeting. Listen to the caller and leave Alex a note with everything needed to return the call.
Listen to the caller
Listen once for the reason for the call. Play it again to catch the number. All contact details in this exercise are fictional.
Read the caller’s words
“Hello. Could I speak to Alex Morgan, please? This is Nina Patel. I’m calling about the sample labels. Could you ask Alex to call me back, please? My number is zero one six three two, nine six zero, two four six.”
What to put on the message pad
- To and from
- Who needs the message? Who called?
- Subject and action
- What is the call about? What does the caller want your colleague to do?
- Callback number
- Read the digits back in short groups. Give the caller a chance to correct them.
Check the message
Two questions. Choose one answer for each to see the explanation. You can play the recording or read the transcript at any time.
1. Which number should you read back?
You say, “Let me read that back.” Which number matches Nina’s?
01632 960 264
Try again. Listen to the final group. Nina says “two four six.” This version swaps the last two digits.
01632 960 246
Correct. The groups are “zero one six three two,” “nine six zero” and “two four six.” Pause after reading them back so Nina can confirm.
01632 906 246
Try again. The middle group is “nine six zero.” Here the zero has moved into the middle.
2. What does Alex need to do?
Choose the action you would write in the note.
Wait for Nina to call again about the sample labels.
Try again. “Could you ask Alex to call me back?” means Nina wants Alex to make the next call.
Send Nina the sample labels today.
Try again. The labels are the subject of the call. Nina didn’t request a delivery or give a deadline.
Call Nina Patel back about the sample labels.
Correct. This gives Alex the caller’s name, the subject and the action Nina requested.
Leave a note for Alex (optional)
Use the fictional details from the call. Write a note Alex could act on without having to ask you for the number.
You can open the example even if you leave the box empty.
Read and listen to a model message
“Alex, Nina Patel called about the sample labels. Please call her back on 01632 960 246.”
Notice how Nina’s “call me back” becomes “call her back” in the note to Alex. Using her name again also works: “Please call Nina back.”