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About verbal communication with our customers

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Question

When we think about verbal communication with our customers, what does the role of tone play in these exchanges? Many times, as customers we may call into a company and speak to a customer service professional who talks to us and is clearly using a script. Why do you think companies required a CSR to use a script? What are the benefits and potential drawbacks to using a script?

Reference no: EM133493223

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