Le management de la communication conflictuelle avec le client dans une société de type Centre d’Appel
Managing Controversial Communication with the Customer in a Call Centre
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Author(s): Nicoleta Mădălina MIHAISubject(s): Applied Linguistics
Published by: EDITURA ASE
Keywords: intercultural communication; conflict; customer service; France; Italy; Spain;
Summary/Abstract: The article examines confrontational communication in a Romanian call centre with customers from four different countries: France, Italy, Spain and UK. The author offers an explanation for the customers’reaction, as well as solutions to improve intercultural communication in this call centre
Journal: Dialogos
- Issue Year: 17/2016
- Issue No: 33
- Page Range: 121-137
- Page Count: 16
- Language: French