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  • Define: Monotone: Boring Degree

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    Richard Liloc
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    The document discusses definitions of monotone, uncaring, and describes a customer service call scenario. It defines monotone as a vocal utterance or series of speech sounds in one unvaried tone, and uncaring as devoid of concern or sympathy. It describes a customer calling in with an issue, and how the best response is to empathize with the customer before attempting to resolve their issue, rather than having an uncaring or monotone tone that does not show confidence in resolving the procedure.

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    CS Initiative

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    The document discusses definitions of monotone, uncaring, and describes a customer service call scenario. It defines monotone as a vocal utterance or series of speech sounds in one unvaried tone, and uncaring as devoid of concern or sympathy. It describes a customer calling in with an issue, and how the best response is to empathize with the customer before attempting to resolve their issue, rather than having an uncaring or monotone tone that does not show confidence in resolving the procedure.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
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    7 views8 pages

    Define: Monotone: Boring Degree

    Uploaded by

    Richard Liloc
    The document discusses definitions of monotone, uncaring, and describes a customer service call scenario. It defines monotone as a vocal utterance or series of speech sounds in one unvaried tone, and uncaring as devoid of concern or sympathy. It describes a customer calling in with an issue, and how the best response is to empathize with the customer before attempting to resolve their issue, rather than having an uncaring or monotone tone that does not show confidence in resolving the procedure.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 8

    Define: Monotone

    monotone noun [mon-uh-tohn]

    1. a vocal utterance or series of speech sounds in one unvaried tone. 2. a single tone without harmony or variation in pitch. 3. sameness of tone or colour, sometimes to a boring degree.
    Click to continue

    Define: Uncaring
    uncaring [n-kr ng] adj.

    1. Devoid of concern or sympathy. 2. uncaring - lacking affection or warm feeling

    Click to continue

    CALL 1 Customers Issue

    Click on this link to listen to the customers issue.

    Click to continue

    CALL 1 Your Reaction


    Now that youve heard what the customers issue is, what would be your initial reaction if you were the CSR? A. Check all the scans and resolve the issue to the best of your ability B. empathize and then resolve the customers issue to the best of your ability.
    Choose your answer by clicking on the letter

    CALL 1 Correct Answer

    CORRECT!

    You would empathize then proceed with resolving the customers issue to the best of your ability.

    Click to continue

    CALL 1 Incorrect Answer

    SORRY!

    How would you feel if youre telling someone about your problem and the only reaction you get would be a cold uhm?

    Click to continue

    CALL 1 Debrief
    This call was scored with a triple NO by QMG. Since this review concentrates primarily on Communications Skill, ponder on QMGs comment about this call:
    The CSR has an uncaring tone and does not sound confident in UPS procedures.

    Click to continue

    CALL 1 Debrief

    Empathizing does not need to be too

    Click to continue

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