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Direct linkMirchandani, Kiran – Journal of Workplace Learning, 2012
Purpose: This paper aims to focus on the communications skills training given to transnational call center workers in India whose jobs involve providing customer service to Western customers. Emotion work is a key component of customer service jobs, and this work is constructed as an important soft skill. Design/methodology/approach: Between 2002…
Descriptors: Foreign Countries, Job Skills, Communication Skills, Telecommunications
