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Telephone and Helpdesk Skills

Overview of attention for book
Cover of 'Telephone and Helpdesk Skills'

Table of Contents

  1. Altmetric Badge
    Book Overview
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    Chapter 1 PREPARING FOR CALLS
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    Chapter 2 MAKING A CALL
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    Chapter 3 LEAVING A MESSAGE WITH THE SWITCHBOARD OPERATOR
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    Chapter 4 VOICEMAIL AND ANSWERING MACHINES
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    Chapter 5 RECEIVING CALLS: WORKING ON RECEPTION / SWITCHBOARD
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    Chapter 6 FINDING OUT ABOUT ANOTHER COMPANY, GIVING INFORMATION ABOUT YOUR COMPANY
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    Chapter 7 CHASING
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    Chapter 8 DEALING WITH DIFFICULT CALLERS AND UNHELPFUL STAFF
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    Chapter 9 IMPROVING YOUR TELEPHONE MANNER
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    Chapter 10 WORKING ON A HELPDESK: KEY ISSUES
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    Chapter 11 HELPDESK: DEALING WITH CUSTOMERS
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    Chapter 12 CALLING A HELPDESK
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    Chapter 13 PARTICIPATING IN AUDIO AND VIDEO CONFERENCE CALLS
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    Chapter 14 WHAT TO DO AND SAY IF YOU DON’T UNDERSTAND
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    Chapter 15 USING THE WEB AND TV TO IMPROVE YOUR LISTENING SKILLS
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    Chapter 16 PRONUNCIATION: WORD AND SENTENCE STRESS
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    Chapter 17 EXAMPLE TELEPHONE DIALOGS
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    Chapter 18 USEFUL PHRASES
Attention for Chapter 2: MAKING A CALL
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Summary
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Chapter title
MAKING A CALL
Chapter number 2
Book title
Telephone and Helpdesk Skills
Published by
Springer New York, June 2014
DOI 10.1007/978-1-4939-0638-3_2
Book ISBNs
978-1-4939-0637-6, 978-1-4939-0638-3
Authors

Wallwork, Adrian

View on publisher site

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