Telephone and Helpdesk Skills (Record no. 50951)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03621nam a22004815i 4500 |
| 001 - CONTROL NUMBER | |
| control field | 978-1-4939-0638-3 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20200420211746.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 140619s2014 xxu| s |||| 0|eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9781493906383 |
| -- | 978-1-4939-0638-3 |
| 082 04 - CLASSIFICATION NUMBER | |
| Call Number | 650.1 |
| 100 1# - AUTHOR NAME | |
| Author | Wallwork, Adrian. |
| 245 10 - TITLE STATEMENT | |
| Title | Telephone and Helpdesk Skills |
| Sub Title | A Guide to Professional English / |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | XVI, 178 p. 1 illus. |
| 490 1# - SERIES STATEMENT | |
| Series statement | Guides to Professional English |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Remark 2 | Preparing for Calls -- Making a Call -- Leaving a Message with the Switchboard Operator -- Voicemail and Answering Machines -- Receiving Calls -- Finding Out About Another Company, Giving Information About Your Company -- Chasing -- Dealing with Difficult Callers and Unhelpful Staff -- Improving Your Telephone Manner -- Working on a Helpdesk: Key Issues -- Helpdesk: Dealing with Customers -- Calling a Helpdesk.- What to Do and Say if You Don't Understand -- Using the Web and TV to Improve Your Listening Skills -- Pronunciation: Word and Sentence Stress -- Example Telephone Dialogs -- Useful Phrases. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | 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. |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | http://dx.doi.org/10.1007/978-1-4939-0638-3 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | eBooks |
| 264 #1 - | |
| -- | New York, NY : |
| -- | Springer New York : |
| -- | Imprint: Springer, |
| -- | 2014. |
| 336 ## - | |
| -- | text |
| -- | txt |
| -- | rdacontent |
| 337 ## - | |
| -- | computer |
| -- | c |
| -- | rdamedia |
| 338 ## - | |
| -- | online resource |
| -- | cr |
| -- | rdacarrier |
| 347 ## - | |
| -- | text file |
| -- | |
| -- | rda |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Business. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Success in business. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Careers. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Popular works. |
| 650 14 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Business and Management. |
| 650 24 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Careers in Business and Mangagement. |
| 650 24 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Popular Science, general. |
| 912 ## - | |
| -- | ZDB-2-SBE |
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