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The World of Computer Software
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World_Of_Computer_Software-02-386-Vol-2of3.iso
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WORKER.DAT
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1991-07-22
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704b
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24 lines
Many of the people hired today for service work lack the
basic social skills -- such as politeness-- that employees
possessed just a few years ago. It has been one observation
that the standards for cordiality in this society have been
rapidly declining.
"People who lack the temperament,maturity,social skills,
tolerance for human contact " and who lack self esteem make
up the personality of a skilled service worker.
-- Karl Albrect and Ron Zenke, Service Engineering
These jobs demand emotional labour. The worker is supposed
to be a two-minute pal to the customer. He needs a
tolerance for contact -- for engaging in frequent episodes
without becoming burned out.