courtesy in call centre training

I'm currently looking into courtesy in call centre training. Do call centre manuals give definitions for courtesy and what aspects of courtesy are emphasised? Do agents get special courtesy training at all?

Since this is the first post here, I'm not sure how active this blog is, but I do hope, I'll get a few responses. I'd be really grateful for any information you have!

Cheers,
Ulrike

Welcome to the Call Centre Communication Research Blog!

Based on the recommendations gathered at the 3rd Talking Across the World Conference in April 2008, this blog is set up for call centre communication researchers to exchange ideas and share resources. It is also a channel to promote communication among academics and practitioners.

Esther Ho
The Hong Kong Polytechnic University