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...think just about everyone in the world hates call centres and this automated drive.” What this study suggests, however, is that call centre agents are not the ones to blame for any shortcomings in service. They do the best they can, responding as anyone would to the high pressure they are under. Call centre jobs are notorious worldwide for their high levels of turnover,...

...think about your own shopping encounters and then write a brief statement explaining what a retailer does for its customers: Figure 2 Zara – a multinational chain of fashion stores, Wood Shop – a small independent shop selling locally made merchandise, Galeries Lafayette – a chain of French department stores. Activity 1: Defining retailing Timing: Allow 15 minutes...