Telephone and Helpdesk Skills

Zusatztext

<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>

Autorenportrait

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.

Weitere Details