Formal Situations (Professional/Customer Service)
1. Transferring a Call at a Company
Context: A receptionist transfers a call to the correct department.
A: Good morning, XYZ Corporation. How may I direct your call?
B: Hello, I’d like to speak with someone in the billing department, please.
A: Certainly. Let me transfer you to Mr. Harris. One moment, please.
B: Thank you.
2. Customer Service Call Transfer
Context: A customer calls a bank and is redirected.
A: Thank you for calling First National Bank. How can I assist you?
B: I need help with a disputed transaction on my account.
A: I’ll connect you with our fraud department. Please hold.
B: Appreciate it.
3. Transferring a Client Call in an Office
Context: A secretary transfers a call to a manager.
A: Mr. Dalton’s office, this is Sarah speaking.
B: Hi, this is Robert Kim from TechSolutions. Is Mr. Dalton available?
A: Let me check… Yes, I’ll put you through now.
B: Thanks for your help.
4. Hotel Reservation Transfer
Context: A guest calls a hotel’s main line and is redirected.
A: Grand Plaza Hotel, front desk. How may I assist you?
B: I’d like to modify my reservation for next week.
A: I’ll transfer you to our reservations team. One moment.
B: Perfect, thank you.
5. IT Support Call Transfer
Context: An employee calls IT for help but needs a different specialist.
A: IT Helpdesk, Mark speaking.
B: Hi, I’m having issues with the payroll software.
A: That’s handled by the finance IT team. I’ll redirect you.
B: Got it, thanks.
Semi-Formal Situations (Colleagues/Business Contacts)
6. Transferring a Call Between Departments
Context: A colleague redirects a call to another team.
A: Marketing Department, this is Lisa.
B: Hi Lisa, it’s Jake from Sales. Can I speak to someone about the new campaign?
A: Sure, I’ll transfer you to Carla in Creative.
B: Great, thanks!
7. Redirecting a Supplier’s Call
Context: A receptionist transfers a vendor’s call.
A: Greenway Industries, how can I help?
B: This is David from Prime Supplies. I need to confirm a delivery.
A: I’ll connect you with Logistics. Hold on, please.
B: Will do.
8. Transferring a Call to a Busy Manager
Context: An assistant handles a call for their boss.
A: Ms. Rivera’s office, this is Tom.
B: Hi Tom, it’s Amanda from Legal. Is she available?
A: She’s in a meeting, but I can transfer you to her assistant.
B: That works, thanks.
9. Customer Follow-Up Call Transfer
Context: A sales rep redirects a client to support.
A: Sales Department, this is Ryan.
B: Hi Ryan, I bought a product last week and need troubleshooting help.
A: Let me transfer you to Technical Support. They’ll assist you better.
B: Okay, I’ll wait.
10. Redirecting a Conference Call Request
Context: An employee forwards a call to the events team.
A: Operations, this is Nina.
B: Hi Nina, I’m calling about the logistics for next month’s conference.
A: You’ll need the Events Team. I’ll connect you now.
B: Much appreciated.
Informal Situations (Friends/Family/Everyday Contexts)
11. Wrong Number Transfer
Context: Someone calls a wrong number and is redirected.
A: Hello?
B: Hi, is Maria there?
A: Sorry, wrong number. Maybe try 555-6789?
B: Oh, my bad. Thanks anyway!
12. Redirecting a Friend’s Call
Context: A friend passes the phone to someone else.
A: Hey, it’s Mike.
B: Yo Mike, is Jason around?
A: Yeah, hold on… “Jason, it’s for you!”
B: Cool, thanks.
13. Family Call Transfer
Context: A sibling hands the phone to a parent.
A: Hello?
B: Hi, is Mrs. Lopez available?
A: Mom! Phone’s for you!
B: Thanks!
14. Roommate Call Transfer
Context: A roommate passes the call to another.
A: Hello?
B: Hey, is Alex there?
A: Yeah, one sec… “Alex, phone!”
B: Sweet, thanks.
15. Redirecting a Delivery Call
Context: A neighbor takes a call for someone else.
A: Hello?
B: Hi, is Mr. Brown there? It’s about a package.
A: He’s next door—let me get him.
B: Oh, thanks!
Formal Situations (Professional/Customer Service)
16. Hospital Call Transfer
Context: A receptionist redirects a patient’s call to the correct department.
A: City General Hospital, how may I direct your call?
B: Hello, I need to speak to someone in Cardiology about my test results.
A: I’ll transfer you to Dr. Lee’s office. Please hold.
B: Thank you very much.
17. Airline Customer Service Transfer
Context: A passenger calls to change a flight but needs a different department.
A: Global Airways, this is Priya. How can I assist you?
B: I booked a flight but need to add extra baggage.
A: Let me connect you with Reservations—they handle that. One moment.
B: Perfect, thanks.
18. University Administration Transfer
Context: A student calls the main line and is redirected to admissions.
A: Lincoln University, front desk.
B: Hi, I’m applying for the MBA program and have questions about deadlines.
A: I’ll transfer you to the Admissions Office. They’ll help you.
B: Great, I appreciate it.
19. Tech Support Escalation
Context: A basic IT support agent transfers a complex issue to a specialist.
A: IT Helpdesk, this is Dan. What’s the issue?
B: My entire network crashed, and I can’t access any files.
A: That’s beyond my scope—I’ll escalate this to our Systems Team. Hold on.
B: Understood, thank you.
20. Legal Office Call Transfer
Context: A law firm receptionist directs a call to the right attorney.
A: Carter & Grey Law Associates, good afternoon.
B: Yes, I need to speak to someone about a contract dispute.
A: I’ll connect you with Ms. Carter. She handles litigation.
B: Thank you for your help.
Semi-Formal Situations (Colleagues/Acquaintances)
21. Redirecting a Professor’s Call
Context: A university department assistant transfers a call.
A: English Department, this is Rachel.
B: Hi, I’m a student trying to reach Dr. Barnes about an assignment extension.
A: He’s not in today, but I can transfer you to his assistant.
B: That would be great, thanks.
22. Travel Agency Transfer
Context: A travel agent redirects a client to a specialist.
A: DreamVacations, this is Omar. How can I help?
B: I’m interested in a safari trip to Kenya.
A: Our Africa specialist, Julia, handles those. Let me transfer you.
B: Awesome, thank you.
23. Coworker Handoff During Lunch
Context: A colleague covers the phone for a coworker on break.
A: Sales Team, this is Liam.
B: Hi Liam, is Erica there? I need the Q3 sales report.
A: She’s at lunch, but I’ll transfer you to her desk phone—she might pick up.
B: Okay, no problem.
24. Gym Membership Inquiry Transfer
Context: A front-desk employee redirects a membership question.
A: Peak Fitness, how can I help?
B: I want to freeze my membership for a month.
A: I’ll transfer you to Accounts—they handle freezes and payments.
B: Got it, thanks.
25. Pharmacy Prescription Transfer
Context: A pharmacy technician redirects a patient to the pharmacist.
A: MedLife Pharmacy, this is Tara.
B: Hi, I have questions about my medication’s side effects.
A: Let me transfer you to our pharmacist, Mr. Patel. One sec.
B: Thanks, I’ll wait.
Informal Situations (Friends/Family/Everyday)
26. Redirecting a Pizza Delivery Call
Context: A family member passes the phone to the person who ordered.
A: Hello?
B: Hi, this is Mario’s Pizza calling about your delivery.
A: Oh, my brother placed the order. “Hey, the pizza guy’s on the phone!”
B: [Laughs] Thanks!
27. Friend’s Landline Handoff
Context: A friend answers a landline and passes it to the right person.
A: Hello?
B: Hey, is Sofia there?
A: Yeah, she’s in the backyard—“Sofia, phone!”
B: [Shouts] Thanks!
28. Neighbor’s Package Mix-Up
Context: A neighbor answers a delivery call meant for someone else.
A: Hello?
B: Hi, this is FedEx—is Mr. Reynolds there? We have a package.
A: Wrong house—he lives at #22. Want me to call him over?
B: No worries, we’ll try next door. Thanks!
29. Roommate’s Missed Call
Context: A roommate takes a call for someone who just left.
A: Yo, this is Jake.
B: Hey Jake, it’s Megan. Is Lily there?
A: She just ran to the store. Want me to tell her to call you back?
B: Yeah, that’d be great. Thanks!
30. Grandparent’s Call Transfer
Context: A grandchild hands the phone to their grandparent.
A: Hello?
B: Hi, is Mr. Kowalski there?
A: Grandpa! It’s for you!
B: [Chuckles] Thank you, dear.
🔹 FORMAL SITUATIONS (1–10)
Professional settings, polite tone, and clear structure.
1. Business Call – Client to Sales Department
Context: A client calls the main office looking for the sales team.
Client: Good morning. I’d like to speak with someone from your sales department, please.
Receptionist: Of course. One moment while I transfer you.
Client: Thank you.
Receptionist: You’re welcome. Connecting you now.
2. Government Office – Tax Inquiry
Context: A citizen calls the tax office and needs to speak to a different department.
Caller: Hello, I have a question regarding my tax return.
Agent: I understand. For that issue, I’ll need to transfer you to the income tax department. Please hold.
Caller: Certainly.
Agent: Thank you for your patience.
3. Hotel Reception – Conference Booking
Context: A guest calls the front desk regarding event space.
Guest: Hi, I’m calling about booking a conference room.
Receptionist: I’ll transfer you to our event coordinator. One moment, please.
Guest: Thank you very much.
Receptionist: You’re welcome.
4. Corporate Call Center – Legal Department
Context: A client requests legal assistance.
Caller: I need to discuss a legal matter regarding my contract.
Operator: I’ll direct your call to our legal department. Please hold for a moment.
Caller: Okay, thank you.
Operator: Transferring you now.
5. University Admissions
Context: A student calls to check on a scholarship application.
Student: Hello, could I speak to someone about scholarships?
Operator: Certainly. Let me connect you to the financial aid office.
Student: Great, thank you.
Operator: You’re welcome.
6. Embassy Call – Passport Inquiry
Context: A citizen calls the embassy with a question.
Caller: Good afternoon. I have a question about renewing my passport.
Assistant: I’ll need to transfer you to the consular services. One moment.
Caller: That’s fine.
Assistant: Thank you for holding.
7. Banking Customer Service – Loan Department
Context: A customer is calling about a mortgage.
Customer: I’d like to ask about home loans.
Representative: I’ll transfer you to our loan specialists. Please hold.
Customer: Sure.
Representative: Thank you.
8. Law Firm Reception
Context: A new client calls a law office.
Caller: Hello, I need to speak with someone about a civil case.
Receptionist: I’ll forward your call to one of our civil law attorneys. Just a moment.
Caller: Thanks.
Receptionist: You’re welcome.
9. Hospital Switchboard
Context: A family member calls to speak to a patient.
Caller: Hi, I’d like to speak with a patient in Room 308.
Operator: Let me transfer you to the nurse’s station.
Caller: Thank you.
Operator: Hold on, please.
10. Insurance Company – Policy Questions
Context: A client has a question about policy coverage.
Client: I’d like to ask about coverage on my car insurance.
Agent: Of course. I’ll connect you with one of our policy advisors.
Client: Thanks a lot.
Agent: My pleasure.
🔸 SEMI-FORMAL SITUATIONS (11–20)
Service settings, office environments, or polite but casual conversation.
11. Call Center – Internet Issue
Customer: Hi, I’m having trouble with my internet connection.
Rep: I’m sorry to hear that. Let me transfer you to our technical support team.
Customer: Alright, thanks.
Rep: You’re welcome. Please hold.
12. Restaurant – Catering Inquiry
Caller: Hi, I’m calling to ask about catering for a party.
Receptionist: Sure thing! I’ll put you through to our event manager.
Caller: Perfect, thank you.
Receptionist: One moment.
13. Apartment Complex – Maintenance Request
Tenant: Hello, I need help with a plumbing issue.
Receptionist: I’ll transfer you to maintenance.
Tenant: Great, thanks.
Receptionist: Hold on a sec.
14. IT Department – Office Employee
Employee: Hi, my email isn’t working.
Receptionist: I’ll get you through to IT. One moment.
Employee: Thanks.
Receptionist: You bet.
15. Gym Reception – Membership Questions
Caller: Hey, I have a question about my membership.
Receptionist: I’ll connect you to the membership team.
Caller: Cool, thanks.
Receptionist: No problem.
16. Veterinary Clinic – Billing
Pet Owner: Hello, I was wondering about my bill from last week.
Receptionist: I’ll transfer you to our billing department.
Pet Owner: Thanks so much.
Receptionist: Sure thing.
17. University Department – Student Inquiry
Student: Hi, I need to speak to someone in the registrar’s office.
Operator: I’ll patch you through right away.
Student: Appreciate it.
Operator: No worries.
18. Hotel Call – Spa Appointment
Guest: I’d like to book a massage.
Front Desk: I’ll connect you with the spa.
Guest: Awesome, thanks.
Front Desk: You’re welcome.
19. Retail Store – Product Inquiry
Customer: Hi, I’m looking for a specific jacket.
Clerk: Let me transfer you to the clothing department.
Customer: Thanks.
Clerk: Hang on a moment.
20. Medical Clinic – Specialist Appointment
Patient: Hi, I need to make an appointment with the dermatologist.
Receptionist: I’ll connect you to their office.
Patient: Great, thanks!
Receptionist: Please hold.
🔹 INFORMAL SITUATIONS (21–30)
Friendly tone, casual phrases, everyday settings.
21. Friend Answering a Shared Phone
Caller: Hey, is Jamie there?
Friend: Yeah, hold on—I’ll get her.
Caller: Cool, thanks.
22. Housemate Taking a Call
Caller: Hey, is Ben around?
Roommate: Just a sec, I’ll pass you to him.
Caller: Cheers!
23. Teen Answering Parent’s Phone
Caller: Hi, is your mom there?
Kid: Yep, hang on. I’ll give her the phone.
Caller: Thanks!
24. Small Business – Owner Not Available
Caller: Hi, can I talk to the owner?
Employee: He’s here—I’ll hand the phone to him.
Caller: Great!
25. Cafe – Transferring to the Manager
Caller: Hey, is the manager in?
Barista: Yup, I’ll grab them.
Caller: Thanks a lot.
26. Student Dorm – Roommate’s Call
Caller: Can I speak to Max?
Roommate: Sure, he’s right here.
Caller: Awesome.
27. Shared Office Space
Caller: Is Alex there?
Colleague: Yep! Let me put you through.
Caller: Thanks!
28. Sibling Answering Home Phone
Caller: Is your brother home?
Sibling: Yeah, I’ll give him the phone.
Caller: Thanks!
29. Garage Call
Caller: Hey, can I talk to someone about my car?
Mechanic’s Assistant: Sure, I’ll get the guy who worked on it.
Caller: Nice, thanks.
30. Local Shop – Quick Transfer
Caller: Hi, can I speak to someone in electronics?
Employee: Sure, transferring you now.
Caller: Cool, appreciate it.
Key Language Notes for B2 Learners:
“[Name], phone!” (for family/friends).
Formal transfers often use:
“I’ll connect/transfer you to [X].”
“One moment, please.”
“That’s handled by [department].”
Semi-formal transfers might include:
“Let me pass you over to [name].”
“They’re the right person to help with that.”
Informal transfers are more direct:
“Hold on, I’ll get them.”
