Telephone and Helpdesk Skills A Guide to Professional English /

• Main Author: Wallwork, Adrian (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: New York, NY : Springer New York : Imprint: Springer, 2014.
• Series: Guides to Professional English
• Subjects: Business.; Success in business.; Careers.; Popular works.; Business and Management.; Careers in Business and Mangagement.; Popular Science, general.

If you are a non-native English speaker and make telephone calls as part of your work, then this book is for you. By applying the suggested guidelines, you will stand a much greater chance of making an effective telephone call. You will learn how to: prepare for a call both psychologically and from...

Table of Contents:

• Preparing for Calls
• Making a Call
• Leaving a Message with the Switchboard Operator
• Voicemail and Answering Machines
• Receiving Calls
• Finding Out About Another Company, Giving Information About Your Company
• Chasing
• Dealing with Difficult Callers and Unhelpful Staff
• Improving Your Telephone Manner
• Working on a Helpdesk: Key Issues
• Helpdesk: Dealing with Customers
• Calling a Helpdesk.- What to Do and Say if You Don't Understand
• Using the Web and TV to Improve Your Listening Skills
• Pronunciation: Word and Sentence Stress
• Example Telephone Dialogs
• Useful Phrases.