Details
Telephone and Helpdesk Skills
A Guide to Professional EnglishGuides to Professional English
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26,74 € |
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| Verlag: | Springer |
| Format: | |
| Veröffentl.: | 19.06.2014 |
| ISBN/EAN: | 9781493906383 |
| Sprache: | englisch |
Dieses eBook enthält ein Wasserzeichen.
Beschreibungen
<p>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:</p><ul><li>prepare for a call both psychologically and from an English language point of view</li><li>receive calls (if you work on reception)</li><li>leave messages</li><li>find out about another company and talk about your own company</li><li>chase people (i.e. people who have not followed up your requests)</li><li>deal with difficult calls and callers, and improve your telephone manner</li><li>use the telephone while working on a help desk or helpline</li><li>resolve language difficulties (i.e. when you cannot understand the other person's English)</li><li>improve your pronunciation</li><li>use resources on the Internet to improve your listening skills</li></ul><p>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.</p>
<p>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.</p>
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.
<p>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:</p><ul><li>prepare for a call both psychologically and from an English language point of view</li><li>receive calls (if you work on reception)</li><li>leave messages</li><li>find out about another company and talk about your own company</li><li>chase people (i.e. people who have not followed up your requests)</li><li>deal with difficult calls and callers, and improve your telephone manner</li><li>use the telephone while working on a help desk or helpline</li><li>resolve language difficulties (i.e. when you cannot understand the other person's English)</li><li>improve your pronunciation</li><li>use resources on the Internet to improve your listening skills</li></ul><p>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.</p><p><b>Adrian Wallwork </b>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. </p><p>Other books in this Professional English series:</p><p><i>Email and Commercial Correspondence</i></p><p><i>CVs, Resumes, and LinkedIn</i></p><i><p><i>User Guides, Manuals, and Technical Writing</i></p></i><p><i>Meetings, Negotiations, and Socializing</i></p><i>Presentations, Demos, and Training Sessions</i>
Make effective phone calls in English Contains a chapter of useful phrases Great resource for teachers of business English Includes supplementary material: sn.pub/extras
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