Telephone and Helpdesk Skills: A Guide to Professional English

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.