"How to sound nice and helpful?" managing communication skills in telephone service encounter by L2 customer service representatives

Please use this identifier to cite or link to this item: http://hdl.handle.net/20.500.11861/9773

Title:	"How to sound nice and helpful?" managing communication skills in telephone service encounter by L2 customer service representatives
Authors:	Dr. WAN Yau Ni, Jenny
Issue Date:	2016
Source:	Wan, Y. N. (2016 Dec 3). "How to sound nice and helpful?" managing communication skills in telephone service encounter by L2 customer service representatives. The 4th Forum on Applied Linguistics, Guangzhou, China.
Conference:	The 4th Forum on Applied Linguistics
Type:	Conference Paper
URI:	http://hdl.handle.net/20.500.11861/9773
Appears in Collections:	English Language & Literature - Publication

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