Telephone and Helpdesk Skills

A Guide to Professional English

  • Adrian Wallwork

Part of the Guides to Professional English book series (GPE)

Table of contents

  1. Front Matter
    Pages i-xvi
  2. Adrian Wallwork
    Pages 1-6
  3. Adrian Wallwork
    Pages 7-11
  4. Adrian Wallwork
    Pages 23-26
  5. Adrian Wallwork
    Pages 45-52
  6. Adrian Wallwork
    Pages 61-66
  7. Adrian Wallwork
    Pages 67-71
  8. Adrian Wallwork
    Pages 73-84
  9. Adrian Wallwork
    Pages 85-88
  10. Adrian Wallwork
    Pages 99-114
  11. Adrian Wallwork
    Pages 123-129
  12. Adrian Wallwork
    Pages 131-143
  13. Adrian Wallwork
    Pages 145-173
  14. Back Matter
    Pages 185-187

About this book


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 (i.e. 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 (i.e. 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. There is a brief introduction for trainers on how to teach telephone and helpdesk skills within a Business English course.

Adrian Wallwork is the author of over 30 books aimed at helping non-native English speakers to communicate more effectively in English. He has published 13 books with Springer Science+Business Media.

Other books in this Professional English series:

Email and Commercial Correspondence

CVs, Resumes, and LinkedIn

User Guides, Manuals, and Technical Writing

Meetings, Negotiations, and Socializing

Presentations, Demos, and Training Sessions


business relationships clients conversations

Authors and affiliations

  • Adrian Wallwork
    • 1
  1. 1.PisaItaly

Bibliographic information

  • DOI
  • Copyright Information Springer Science+Business Media New York 2014
  • Publisher Name Springer, New York, NY
  • eBook Packages Business and Economics
  • Print ISBN 978-1-4939-0637-6
  • Online ISBN 978-1-4939-0638-3
  • Buy this book on publisher's site