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1: Split into pairs. Student A should act as a prospective customer, and Student B should act as a customer representative. You can use your instructor’s suggestion for a company scenario, or you can make up your own.

In answering questions about the company and its products, Student B should try to sound friendly, clear, and confident, and avoid quirky speech. Then, reverse roles and start again.

What were the notable features of your partner’s voice?

Were your questions well answered?

What are the vocal characteristics that your partner could improve upon?

On a scale of 1 to 10, how would you rate your partner’s clarity in communication?

2: Which of the following refers to the highs and lows in your voice?
  1. A Volume

  2. B Energy

  3. C Inflection

  4. D Tone

3: Which vocal characteristic most expresses your emotions to the caller?
4: What are transitions?
5: A _________ is language that draws attention to itself to such a degree that listeners are distracted by its use.
6: What is the speed or words per minute at which callers will be comfortable?
7: In the following scenario, Bryan, a customer service representative in All Card, is handling a call from Monica, a customer. Monica is having a problem with a duplicate charge for one of her transactions.

Monica: This is the billing department, right?

Bryan: Uh-huh, it sure is.

Monica: I have a problem with the last billing statement I received on June 10th.

Bryan: Uh-huh, really? What’s up with it?

Monica: There’s an additional charge on May 24th. It looks like it’s a duplicate charge of the same charge on May 23rd. I need you to get rid of that second charge.

Bryan: That’s not cool. Don’t worry, ma’am, it’s no problem. I’ll take care of it right away.

Monica: Thanks.

Bryan: No prob. So, what’s your account number?

What went wrong with the discussion?

How can you ensure that your customers understand what you say?


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