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:prepa
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Series Editor: Adrian Wallwork Pisa, Italy
For further volumes: http://www.springer.com/series/13345
Adrian Wallwork
Telephone and Helpdesk Skills A Guide to Professional English
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Adrian Wallwork Pisa Italy
ISBN 978-1-4939-0637-6 ISBN 978-1-4939-0638-3 (eBook) DOI 10.1007/978-1-4939-0638-3 Springer New York Heidelberg Dordrecht London Library of Congress Control Number: 2014939423 © Springer Science+Business Media New York 2014 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. Exempted from this legal reservation are brief excerpts in connection with reviews or scholarly analysis or material supplied specifically for the purpose of being entered and executed on a computer system, for exclusive use by the purchaser of the work. Duplication of this publication or parts thereof is permitted only under the provisions of the Copyright Law of the Publisher’s location, in its current version, and permission for use must always be obtained from Springer. Permissions for use may be obtained through RightsLink at the Copyright Clearance Center. Violations are liable to prosecution under the respective Copyright Law. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein. Printed on acid-free paper Springer is part of Springer Science+Business Media (www.springer.com)
Introduction for the reader Who is this book for? If you make telephone calls as part of your work, then this book is for you. Whether you work on reception, on a helpdesk, or simply telephone colleagues and clients, by applying the suggested guidelines, you will stand a much greater chance of making an effective telephone call. The book is aimed at non-native English speakers, with an intermediate level and above. I hope that other trainers like myself in Business English will also find the book a source of useful ideas to pass on to students. This book is NOT for academics. Instead, read Parts III and IV of English for Academic Correspondence and Socializing (Springer Science), from which some of the subsections in this book are taken or adapted.
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