Guides to Professional English

Telephone and Helpdesk Skills

A Guide to Professional English

Authors: Wallwork, Adrian

  • Make effective phone calls in English
  • Contains a chapter of useful phrases
  • Great resource for teachers of business English
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Buy this book

eBook $14.99
price for USA (gross)
  • ISBN 978-1-4939-0638-3
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $19.99
price for USA
  • ISBN 978-1-4939-0637-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

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.

About the authors

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.

Table of contents (18 chapters)

Buy this book

eBook $14.99
price for USA (gross)
  • ISBN 978-1-4939-0638-3
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $19.99
price for USA
  • ISBN 978-1-4939-0637-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Telephone and Helpdesk Skills
Book Subtitle
A Guide to Professional English
Authors
Series Title
Guides to Professional English
Copyright
2014
Publisher
Springer-Verlag New York
Copyright Holder
Springer Science+Business Media New York
eBook ISBN
978-1-4939-0638-3
DOI
10.1007/978-1-4939-0638-3
Softcover ISBN
978-1-4939-0637-6
Edition Number
1
Number of Pages
XVI, 178
Number of Illustrations and Tables
1 b/w illustrations
Topics