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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


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