Telephone and Helpdesk Skills

A Guide to Professional English

By:

Adrian Wallwork

Format:

Paperback / softback

Series:

Guides to Professional English

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Description

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 an English language point of view receive calls (if you work on reception) leave messages find out about another company and talk about your own company chase people (i.e. people who have not followed up your requests) deal with difficult calls and callers, and improve your telephone manner use the telephone while working on a help desk or helpline resolve language difficulties (i.e. when you cannot understand the other person's English) improve your pronunciation use resources on the Internet to improve your listening skills The book concludes with a chapter of useful phrases. There is a brief introduction for trainers on how to teach telephone and helpdesk skills within a Business English course.

Author Biography:

Wallwork, a native English speaker from the UK, has 25 years of experience teaching English at various IT companies in Pisa, Italy. He has published 13 books with Springer Science+Business Media.

Release date Australia

June 20th, 2014

Author

Adrian Wallwork

Audiences

ELT advanced
Professional & Vocational
Tertiary Education (US: College)

Illustrations

1 Illustrations, black and white; XVI, 178 p. 1 illus.

Pages

178

Series

Guides to Professional English

Dimensions

155x235x11

ISBN-13

9781493906376

Product ID

22126601

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