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  • Quality - Parent Question 2

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    Joven Cabebe
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    The document discusses whether an agent showed respect and care for a caller. It examines if the agent built rapport and connection with the caller in a culturally sensitive manner. It also analyzes if the agent demonstrated care and concern through appropriate intonation, tone, pacing, speech rate, word stress, enunciation and grammar.

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    The document discusses whether an agent showed respect and care for a caller. It examines if the agent built rapport and connection with the caller in a culturally sensitive manner. It also analyzes if the agent demonstrated care and concern through appropriate intonation, tone, pacing, speech rate, word stress, enunciation and grammar.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    4 views1 page

    Quality - Parent Question 2

    Uploaded by

    Joven Cabebe
    The document discusses whether an agent showed respect and care for a caller. It examines if the agent built rapport and connection with the caller in a culturally sensitive manner. It also analyzes if the agent demonstrated care and concern through appropriate intonation, tone, pacing, speech rate, word stress, enunciation and grammar.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    Quality: Parent Question 2

    PQ5 Did the agent show respect for the caller?


    Comms PQ5.1 Rapport, Connection & Cultural Sensitivity
    Positive Connection:
    Comms PQ5.2 Positive Scripting & Appropriate Verbiage
    Did you treat me with care,
    PQ6 Did the agent show care and concern with the caller?
    concern and respect as
    Comms PQ6.1 Appropriate Intonation and Tone
    appropriate?
    Comms PQ6.2 Pacing / Rate of Speech
    Comms PQ6.3 Word Stress, Enunciation and Grammars

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