Titlebook: Business and Service Telephone Conversations; An Investigation of Cecilia Varcasia Book 2013 Palgrave Macmillan, a division of Macmillan P

Accolade

Conclusions and Implications,standing of the cross-cultural similarities and differences found among the three languages under consideration. All such findings may have implications for improvement of customer service in small businesses and the training of assistants, clerks, call centre operators and learners of the three lan

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Wie Sie Ihre Vertriebsziele richtig steckeny have been asked for, as in the examples described in Chapter 3. This chapter deals with responses that have been extended right after a first response has been provided. In particular a distinction will be made between:

Expertise

Bravado

Simple Response Format to the Request,lysis will be based on structural complexity and will look at the different formats of response used by Rs in the corpus. The first format of response presented is the less complex. No distinction was made between satisfaction and non-satisfaction of the request.

樂意

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Mehr Erfolg im Technischen Vertriebuch relationships and the care taken of the customers. This study aims at investigating service encounters on the telephone in English, German and Italian from a conversation analysis (CA) perspective. Since the beginnings of CA, telephone calls have been widely researched. At the beginning, studies