Telephone and Helpdesk Skills
A Guide to Professional English
(Sprache: Englisch)
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:...
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Klappentext zu „Telephone and Helpdesk Skills “
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.
Inhaltsverzeichnis zu „Telephone and Helpdesk Skills “
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.Autoren-Porträt von Adrian Wallwork
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.
Bibliographische Angaben
- Autor: Adrian Wallwork
- 2014, 2014, XVI, 178 Seiten, Masse: 15,5 x 23,5 cm, Kartoniert (TB), Englisch
- Verlag: Springer, Berlin
- ISBN-10: 1493906372
- ISBN-13: 9781493906376
- Erscheinungsdatum: 20.06.2014
Sprache:
Englisch
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