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

Dr. WAN Yau Ni, JennyJennyDr. WAN Yau Ni2024-05-032024-05-032016Wan, 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.http://hdl.handle.net/20.500.11861/9773en"How to sound nice and helpful?" managing communication skills in telephone service encounter by L2 customer service representativesConference Paper