Voice with a Smile:  True Stories from American Telephone Operators PDF (Adobe DRM) download by David A. Heffner

Voice with a Smile: True Stories from American Telephone Operators

Business Book Review
Publication date: May 2003
ISBN: 9781932483000
Digital Book format: PDF (Adobe DRM)

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UNSUNG HEROES OF THE INFORMATION AGE Do you ever wish you could "press four to scream"? If you long for the days when you could easily reach a live, friendly, "smiling" voice for help, this book's for you. With an Introduction by Lily Tomlin, VOICE WITH A SMILE takes an inside look at the unsung heroes of the Information Age - American Telephone Operators - with a heart-warming and hilarious collection of their own stories, in their own words. In our increasingly isolated culture of "pre-recorded messages", even the Internet has its limitations. When your house is on fire, you've got a flat tire, or you need to hear your mother's voice, the telephone, and those who help us on the other end, will always play a critical role in our lives. VOICE WITH A SMILE brings us those true - and often shocking - stories from the other end of the phone line. This collection of memorable anecdotes - comical, touching, and bizarre - gives voice to decades of operators' "strange encounters" on the front lines of the American public. Inside, you'll find stories of brilliant, brave, and amusing operators who, over the decades, often filled in as a psychiatrist, midwife, friend, trivial pursuit expert, concerned parent, CPR instructor, mind reader, and chef de cuisine. If you've ever been curious about life on the other end of that "voice with a smile" (or you're still pressing menu options in search of one), this is a must-read. Our increasingly "service-oriented" economy will always have a need to provide their most important asset - customers - with live support. Anyone who works in the area of "value-added services" for those customers - from Customer Service Consultants to Travel Agents - will identify with the operators' joys, trials, and responsibilities. VOICE WITH A SMILE brings this "legacy of intangibles" alive through personal and authentic accounts, and their collective stories speak to the larger narrative of changing American culture.
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