Author(s): Baker C; Emmison M; Firth A
Notes: 'Calibrating for competence in calls to technical support' is the first of the three chapters in the technical assistance section of the book. Through the analysis of actual caller-call-taker (CT) conversational data, the authors demonstrate that the CT orients him/herself to and accommodates for the technical competence demonstrated by the caller and that both of them show their 'social-interactional' competence to understand and adjust to what each says about the problem to the other and about their understanding and resolution of the problem.
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Dr Alan Firth
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