One concern that is highlighted in all the materials

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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 materials. 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 uninvolved. Smiling 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.

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