MARC details
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03848cam a2200409 i 4500 |
| 001 - CONTROL NUMBER |
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ocn881696652 |
| 003 - CONTROL NUMBER IDENTIFIER |
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OCoLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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20240726104716.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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140624s2014 nyu o 001 0 eng d |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2014939423 |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
NT |
| Language of cataloging |
eng |
| Description conventions |
rda |
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pn |
| Transcribing agency |
NT |
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GW5XE |
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IBI |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781493906383 |
| Qualifying information |
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| 050 04 - LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
BJ2195 |
| Item number |
.T454 2014 |
| 049 ## - LOCAL HOLDINGS (OCLC) |
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| Holding library |
MAIN |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Wallwork, Adrian, |
| Relator term |
Author |
| 245 10 - TITLE STATEMENT |
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| Title |
Telephone and helpdesk skills : |
| Remainder of title |
a guide to professional English / |
| Statement of responsibility, etc. |
Adrian Wallwork. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
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| Place of publication, distribution, etc. |
New York : |
| Name of publisher, distributor, etc. |
Springer, |
| Date of publication, distribution, etc. |
(c)2014. |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
1 online resource (xvi, 178 pages) |
| 336 ## - CONTENT TYPE |
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| Content type term |
text |
| Content type code |
txt |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
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| Media type term |
computer |
| Media type code |
c |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
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| Carrier type term |
online resource |
| Carrier type code |
cr |
| Source |
rdacarrier |
| 347 ## - DIGITAL FILE CHARACTERISTICS |
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| File type |
data file |
| Source |
rda |
| 490 1# - SERIES STATEMENT |
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| Series statement |
Guides to professional English |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
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| Bibliography, etc. note |
Includes bibliographies and index. |
| 505 00 - FORMATTED CONTENTS NOTE |
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| Formatted contents note |
Preparing for calls -- |
| Title |
Making a call -- |
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Leaving a message with the switchboard operator -- |
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Voicemail and answering machines -- |
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Receiving calls: working on reception/switchboard -- |
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Finding out about another company, giving information about your company -- |
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Chasing -- |
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Dealing with difficult callers and unhelpful staff -- |
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Improving your telephone manner -- |
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Working on a helpdesk: key issues -- |
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Helpdesk: dealing with customers -- |
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Calling a helpdesk -- |
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Participating in audio and video conference calls -- |
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What to do and say if you don't understand -- |
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Using the web and tv to improve your listening skills -- |
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Pronunciation: word and sentence stress -- |
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Example telephone dialogs -- |
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Useful phrases. |
| 520 0# - SUMMARY, ETC. |
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| 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 (id est 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 (id est 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. |
| 505 00 - FORMATTED CONTENTS NOTE |
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| Formatted contents note |
Preparing for Calls -- |
| Title |
Making a Call -- |
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Leaving a Message with the Switchboard Operator -- |
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Voicemail and Answering Machines -- |
| -- |
Receiving Calls -- |
| -- |
Finding Out About Another Company, Giving Information About Your Company -- |
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Chasing -- |
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Dealing with Difficult Callers and Unhelpful Staff -- |
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Improving Your Telephone Manner -- |
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Working on a Helpdesk: Key Issues -- |
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Helpdesk: Dealing with Customers -- |
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Calling a Helpdesk.-What to Do and Say if You Don't Understand -- |
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Using the Web and TV to Improve Your Listening Skills -- |
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Pronunciation: Word and Sentence Stress -- |
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Example Telephone Dialogs -- |
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Useful Phrases. |
| 530 ## - COPYRIGHT INFORMATION: |
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| COPYRIGHT INFORMATION |
COPYRIGHT NOT covered - Click this link to request copyright permission: |
| Uniform Resource Identifier |
<a href="b">b</a> |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Telephone etiquette. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Business communication. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
English language |
| General subdivision |
Business English. |
| 655 #1 - INDEX TERM--GENRE/FORM |
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| Genre/form data or focus term |
Electronic Books. |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
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| -- |
Click to access digital title | log in using your CIU ID number and my.ciu.edu password. |
| Uniform Resource Identifier |
<a href="httpss://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=800916&site=eds-live&custid=s3260518">httpss://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=800916&site=eds-live&custid=s3260518</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
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| Koha item type |
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) |
| DONATED BY: |
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| VENDOR |
EBSCO |
| Classification part |
BJ |
| PUBLICATION YEAR |
2014 |
| LOCATION |
ONLINE |
| REQUESTED BY: |
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NFIC |
| Source of classification or shelving scheme |
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| 994 ## - |
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92 |
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NT |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) |
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| a |
1 |
| b |
Cynthia Snell |
| c |
1 |
| d |
Cynthia Snell |