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BA 212 Customer Service Essentials: Week 4 - Verbal Communication Skills

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Articles

Customer service communication with customers with disability by Taylor, S.E.; Balandin, S.; Wilson, E.; Murfitt, K.
The Journal of consumer marketing, (2019), 36 (1), 228-239
Available through ProQuest
Frontline problem-solving effectiveness: A dynamic analysis of verbal and nonverbal cues by Marinova, D.; Singh, S.K.; Singh, J.
Journal of marketing research, (2018), 55 (2),178-192
Available through EBSCOhost
How customer service representatives lose control of the call: A metafunctional analysis by Cruz, P.A.T.; Lockwood, J.
Journal of Applied Linguistics and Professional Practice, (2021), 15 (2)
Available through EBSCOhost
Mediated communication and customer service experiences: Psychological and demographic predictors of user evaluations in the United States by Mays, K.K.; Katz, J.E.; Groshek, J.
Periodica polytechnica. Social and management sciences, (2022), 30 (1), 1-11
Available through ProQuest

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