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.
Name of Research Paper File: D0_LCServce.wps
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