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Telephone and Helpdesk Skills (eBook, PDF) - Wallwork, Adrian
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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…mehr

Produktbeschreibung
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.

Autorenporträt
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.