The Resource Telephone and helpdesk skills : a guide to professional English, Adrian Wallwork

Telephone and helpdesk skills : a guide to professional English, Adrian Wallwork

Label
Telephone and helpdesk skills : a guide to professional English
Title
Telephone and helpdesk skills
Title remainder
a guide to professional English
Statement of responsibility
Adrian Wallwork
Creator
Author
Subject
Genre
Language
eng
Summary
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 Sessions
Member of
Cataloging source
N$T
http://library.link/vocab/creatorName
Wallwork, Adrian
Dewey number
651.7/3
Index
index present
LC call number
BJ2195
Literary form
non fiction
Nature of contents
dictionaries
Series statement
Guides to professional English
http://library.link/vocab/subjectName
  • Telephone etiquette
  • Business communication
  • English language
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • Business communication
  • English language
  • Telephone etiquette
  • Business and Management
  • Careers in Business and Mangagement
  • Popular Science, general
Label
Telephone and helpdesk skills : a guide to professional English, Adrian Wallwork
Link
https://ezproxy.lib.ou.edu/login?url=http://link.springer.com/10.1007/978-1-4939-0638-3
Instantiates
Publication
Note
Includes index
Antecedent source
unknown
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
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
Dimensions
unknown
Extent
1 online resource.
File format
unknown
Form of item
online
Isbn
9781493906376
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Note
SpringerLink
Other control number
10.1007/978-1-4939-0638-3
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
  • (OCoLC)881696652
  • (OCoLC)ocn881696652
Label
Telephone and helpdesk skills : a guide to professional English, Adrian Wallwork
Link
https://ezproxy.lib.ou.edu/login?url=http://link.springer.com/10.1007/978-1-4939-0638-3
Publication
Note
Includes index
Antecedent source
unknown
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
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
Dimensions
unknown
Extent
1 online resource.
File format
unknown
Form of item
online
Isbn
9781493906376
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Note
SpringerLink
Other control number
10.1007/978-1-4939-0638-3
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
  • (OCoLC)881696652
  • (OCoLC)ocn881696652

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