To keep ‘smiling down the telephone'

Books 2 Byte
The Call Centre Training Handbook
John P. Wilson
( http://www.vivagroupindia.com/)

Positive persona vs deep acting

Working in a call centre has a number of similarities to being employed in retail or catering, says John P. Wilson in The Call Centre Training Handbook: A complete guide to learning & development in contact centres. “For example, when you go to a restaurant and find the waiter rude or offhand, this influences the overall quality of the evening. Although the food may be of the highest standards, it is not normally good enough to fully compensate for the poor service you experienced.”

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