Unformatted text preview: workers the upshot of all this is that they ®nd themselves
performing more and more of what sociologists of work call `emotional
labour' (Hochschild 1983) ± the management of feelings. This has consequences for the language of customer service, which becomes a more
# Blackwell Publishers Ltd. 2000 d:/3socio/4-3/cameron.3d ± 29/6/0 ± 21:6 ± disk/mp STYLING THE WORKER 339 `expressive' language, a language of feeling and a language of caring. The
ability, not merely to sound polite and professional but to project positive
emotions towards customers using the resources of language and voice, is
highly valued. Recall the instruction in the directory assistance centre's
manual for employees, quoted above: `your telephone manner should sound
as if you have been waiting for that particular call all day' (this in relation to
a service encounter lasting 32 seconds or less); or the auto insurance centre's
exhortation about beginning a call, `try to make the customer feel you are
there for them'.
It is neither unusual nor coincidental that the quasi-therapeutic phrase `...
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- Spring '08
- The Land, Call centre, Blackwell Publishers Ltd.