Wallwork Adrian. Telephone and Helpdesk Skills. A Guide to Professional English

Springer, 2014. — 178 p. — (Guides to Professional English). — ISBN: 1493906372.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 toprepare 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.