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Service With a Smile - The "Soft" Touch Revisited
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Consumer Behavior Articles research papers
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A 3 page paper that defines the characteristics of effective service encounters and argues that a point somewhere between the pretense of "emotional labor" and the overkill of too much technicality is the best vantage point for customer relations. Included is a discussion of the "soft" skills inherent in emotional intelligence as well as a short summary of the characteristics displayed by individuals possessing these skills. Bibliography lists 15 sources.
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Pages:
3
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Filename:D0_LCServce.wps |
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Paper Title:
Service With a Smile - The "Soft" Touch Revisited
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