Telephone and Helpdesk Skills

A Guide to Professional English

  • Adrian Wallwork

Part of the Guides to Professional English book series (GPE)

Table of contents

  1. Front Matter
    Pages i-xvi
  2. Adrian Wallwork
    Pages 1-6
  3. Adrian Wallwork
    Pages 7-11
  4. Adrian Wallwork
    Pages 23-26
  5. Adrian Wallwork
    Pages 45-52
  6. Adrian Wallwork
    Pages 61-66
  7. Adrian Wallwork
    Pages 67-71
  8. Adrian Wallwork
    Pages 73-84
  9. Adrian Wallwork
    Pages 85-88
  10. Adrian Wallwork
    Pages 99-114
  11. Adrian Wallwork
    Pages 123-129
  12. Adrian Wallwork
    Pages 131-143
  13. Adrian Wallwork
    Pages 145-173
  14. Back Matter
    Pages 185-187

About this book

Introduction

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

Keywords

business relationships clients conversations

Authors and affiliations

  • Adrian Wallwork
    • 1
  1. 1.PisaItaly

Bibliographic information

  • DOI https://doi.org/10.1007/978-1-4939-0638-3
  • Copyright Information Springer Science+Business Media New York 2014
  • Publisher Name Springer, New York, NY
  • eBook Packages Business and Economics
  • Print ISBN 978-1-4939-0637-6
  • Online ISBN 978-1-4939-0638-3
  • About this book
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