The etiquette edge : modern manners for business success

Langford, Beverly Y. 1942- (author.).

Record details

ISBN: 9780814437629
Physical Description: print
vii, 244 pa. : ill. ; 23 cm.
Edition: 2nd ed.
Publisher: New York, NY : AMACOM, American Management Association, 2016.
Copyright: ©2016.

Content descriptions

Formatted Contents Note:

1. Preparing for calls - 2. Making a call - 3. Leaving a message with the switchboard operator - 4. Voicemail and answering machines - 5. Recieving calls: working on reception/switchboard - 6. Finding out about another company, giving information about your company - 7. Chasing - 8. Dealing with difficult callers and unhelpful staff - 9. Improving your telephone manner - 10. Working on a helpdesk: key issues - 11. Helpdesk: dealing with customers - 12. Calling a helpdesk - 13. Participating in audio and video conference calls - 14. What to do and say if you don't understand - 15. Using the web and TV to improve your listening skills - 16. Pronunciation: word and sentence stress - 17. Example telephone dialogs - 17. Example telephone dialogs - 18. Useful phrases -- The author -- Index.