Telephone and Helpdesk Skills - (Guides to Professional English) by Adrian Wallwork (Paperback)
About this item
Highlights
- If you are a non-native English speaker and make telephone calls as part of your work, then this book is for you.
- About the Author: Wallwork, a native English speaker from the UK, has 25 years of experience teaching English at various IT companies in Pisa, Italy.
- 178 Pages
- Education, Language Experience Approach
- Series Name: Guides to Professional English
Description
Book Synopsis
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.
From the Back Cover
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.
Adrian Wallwork is the author of over 30 books aimed at helping non-native English speakers to communicate more effectively in English. He has published 13 books with Springer Science+Business Media.
Other books in this Professional English series:
Email and Commercial Correspondence
CVs, Resumes, and LinkedIn
User Guides, Manuals, and Technical Writing
Meetings, Negotiations, and Socializing
Presentations, Demos, and Training SessionsAbout the Author
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.
