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Unformatted text preview: 12±point checklist used in the
assessment of operators at the credit authorization centre in my sample (a
centre, incidentally, which also scripts call routines exhaustively):
. Smiling. Does the member of sta answer the phone with a smile?
. Pitch. The depth of pitch in the sta 's voice will determine the degree of sincerity
and con®dence associated with the message that they are giving the caller.
. Volume. Ensure sta are not shouting or hardly audible.
. Pace. Ensure the member of sta is not dragging out the sentences nor speeding
through it [sic].
. Acknowledge. Sta can let the caller know they have understood them by making
simple acknowledgement sounds, if the caller is not acknowledged in this way they
will presume they have not been understood and repeat themselves. This is hardly a sophisticated instrument of assessment (it is unclear for example
what `depth of pitch' the assessor is meant to be looking for, even if one
# Blackwell Publishers Ltd. 2000 d:/3socio/4-3/cameron.3d ± 29/6/0 ±...
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- Spring '08
- The Land