000			03848cam a2200409 i 4500
001			ocn881696652
003			OCoLC
005			20240726104716.0
008			140624s2014 nyu o 001 0 eng d
010			_a2014939423
040			_aNT _beng _erda _epn _cNT _dGW5XE _dCDX _dYDXCP _dCOO _dOCLCF _dE7B _dIDEBK _dUPM _dOHI _dEBLCP _dDEBSZ _dOCLCQ _dJG0 _dZ5A _dFIE _dOCLCQ _dESU _dOCLCQ _dVT2 _dIOG _dREB _dCEF _dMUO _dRRP _dINT _dU3W _dOCLCQ _dWYU _dYOU _dUWO _dOCLCQ _dUKAHL _dOL _dOCLCQ _dDCT _dERF _dOCLCQ _dWURST _dAJS _dIBI
020			_a9781493906383 _q((electronic)l(electronic)ctronic)
050	0	4	_aBJ2195 _b.T454 2014
049			_aMAIN
100	1		_aWallwork, Adrian, _e1
245	1	0	_aTelephone and helpdesk skills : _ba guide to professional English / _cAdrian Wallwork.
260			_aNew York : _bSpringer, _c(c)2014.
300			_a1 online resource (xvi, 178 pages)
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
347			_adata file _2rda
490	1		_aGuides to professional English
504			_a2
505	0	0	_aPreparing for calls -- _tMaking a call -- _tLeaving a message with the switchboard operator -- _tVoicemail and answering machines -- _tReceiving calls: working on reception/switchboard -- _tFinding out about another company, giving information about your company -- _tChasing -- _tDealing with difficult callers and unhelpful staff -- _tImproving your telephone manner -- _tWorking on a helpdesk: key issues -- _tHelpdesk: dealing with customers -- _tCalling a helpdesk -- _tParticipating in audio and video conference calls -- _tWhat to do and say if you don't understand -- _tUsing the web and tv to improve your listening skills -- _tPronunciation: word and sentence stress -- _tExample telephone dialogs -- _tUseful phrases.
520	0		_aIf 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	0	0	_aPreparing for Calls -- _tMaking a Call -- _tLeaving a Message with the Switchboard Operator -- _tVoicemail and Answering Machines -- _tReceiving Calls -- _tFinding Out About Another Company, Giving Information About Your Company -- _tChasing -- _tDealing with Difficult Callers and Unhelpful Staff -- _tImproving Your Telephone Manner -- _tWorking on a Helpdesk: Key Issues -- _tHelpdesk: Dealing with Customers -- _tCalling a Helpdesk.-What to Do and Say if You Don't Understand -- _tUsing the Web and TV to Improve Your Listening Skills -- _tPronunciation: Word and Sentence Stress -- _tExample Telephone Dialogs -- _tUseful Phrases.
530			_a2 _ub
650		0	_aTelephone etiquette.
650		0	_aBusiness communication.
650		0	_aEnglish language _xBusiness English.
655		1	_aElectronic Books.
856	4	0	_zClick to access digital title | log in using your CIU ID number and my.ciu.edu password. _uhttpss://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=800916&site=eds-live&custid=s3260518
942			_cOB _D _eEB _hBJ _m2014 _QOL _R _x _8NFIC _2LOC
994			_a92 _bNT
999			_c75654 _d75654
902			_a1 _bCynthia Snell _c1 _dCynthia Snell