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BUSI 1807 Customer Service

Question

Answered

Task:

Many of us speak naturally on the phone and we may not pay close attention to how we sound or how we speak to other people.  Below is an evaluation about your telephone voice and etiquette.  This assignment has many parts.
First, I would like for you to complete the evaluation on yourself.  Document your answers.
Then, ask two people-a friend, relative, or co-worker to evaluate your voice and telephone skills and answer the questions.  Please have them be as honest as possible.  Document their answers as well.
Once you have those responses documented, I would like for you to write a response summary of what they discovered and what you discovered about your telephone skills that may surprise you.  Were there major differences in the responses that people gave versus what you thought of yourself?  The summary should be at least one page long. 
When you are ready to submit your assignment, you should have three parts to submit to the Dropbox.  These can all be in one document: (1) Your voice evaluation, (2) others’ voice evaluation of you, and (3) your summary/narrative.
Evaluation
1.Does my voice ever sound high-pitched?
2.Do I speak too loud or too soft?
3.Do I talk too quickly or too slowly?
4.Do I sound nasally-as if I am talking through my nose?
5.Do I frequently clear my throat or make other annoying/irritating noises?
6.Do I articulate words clearly, making them understood easily?
7.Do I sound confident?
8.Do I say words in their entirety?  (e.g., Do I say irritating noises? “goin” for going? “fixin” for fixing, etc…)
9.Does my voice and manner convey a sense of authority?
10.Do I answer the phone in a pleasant manner?
11.Do I end the call in a pleasant way?
12.What are some comments you can provide that would help my telephone etiquette?

BUSI 1807 Customer Service

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