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“How May I Help You?”: Questions, Control, and Customer Care in Telephone Call Center Talk

Anna Kristina Hultgren and Deborah Cameron

in Why Do You Ask?: The Function of Questions in Institutional Discourse

Published in print:
2009
Published Online:
February 2010
ISBN:
9780195306897
eISBN:
9780199867943
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195306897.003.0015
Subject:
Linguistics, Sociolinguistics / Anthropological Linguistics

This chapter, written by Ann Kristina Hultgren and Deborah Cameron, is concerned with questions in telephone interactions between customers and service personnel (“agents”) in a Scottish call center ... More


Endgame

Terry Gourvish

in British Rail 1974–1997: From Integration to Privatisation

Published in print:
2002
Published Online:
September 2007
ISBN:
9780199250059
eISBN:
9780191719516
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199250059.003.0013
Subject:
Business and Management, Business History

This chapter summarizes the main steps in the privatization of railways after 1994 and evaluates the performance of public sector management over twenty years of significant change. It is shown that ... More


Ethics in Business

M.V. Nadkarni

in Ethics for Our Times: Essays in Gandhian Perspective

Published in print:
2014
Published Online:
September 2014
ISBN:
9780199450534
eISBN:
9780199083022
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199450534.003.0010
Subject:
Philosophy, Moral Philosophy

This chapter discusses the importance of ethics in business and outlines a number of ways in which corporations can maintain high standards of ethics. More specifically, it explains how genuinely ... More


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