Telephone and Helpdesk Skills : A Guide to Professional English

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.