A call-centre manager notices that customers often say "yes" while their voice sounds uncertain. Staff are trained to use both spoken words and vocal cues b...
Question 1 Report
A call-centre manager notices that customers often say "yes" while their voice sounds uncertain. Staff are trained to use both spoken words and vocal cues before deciding whether a customer has understood a payment plan.
(a) Name the vocal cue, other than the words used, that may show uncertainty. [1]
(b) Explain why the manager should not interpret the word "yes" in isolation. [2]
(c) Use your knowledge of non-verbal communication to suggest one question a staff member could ask to check understanding. [1]
Answer Details
(a) Tone of voice / pitch / hesitation / quiet volume [1] (b) Words are only one channel of communication [1]; an uncertain tone or hesitation may contradict the spoken agreement [1] (c) Any suitable checking question, for example, "Could you tell me in your own words what the monthly payment will be?" [1]
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