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Unformatted text preview: rticular service style. The discussion is based
on materials (e.g. training manuals and appraisal criteria) I collected from four
call centres in my sample, and it focuses on concerns that recur across those
One concern that is highlighted in all the materials I collected is with the
styling of the operator's voice. Two instructions on vocal performance are
invariably given: that operators should smile ± even though, obviously, they
are invisible to their interlocutors ± and that they should use an `expressive'
intonation. What the instruction to smile actually means is that the routine (or
sometimes just part of it, e.g. the opening) should be performed with the lips in a
smile posture. `Expressive' intonation means emotionally expressive, and is
explicitly contrasted to intonation which will be heard as monotonous or
Does the member of sta answer the phone with a smile?
(credit authorization centre appraisal checklist)
Remember, smiling can be heard as well as seen
(directory assistance centre employee manual)
Have a smile in your voice and avoid sounding...
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This note was uploaded on 01/16/2014 for the course ANTHRO 33 taught by Professor Wertheim during the Spring '08 term at UCLA.
- Spring '08
- The Land