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Customer
Complaints
- Can’t Understand Associate
- Average talk time is important - TAT
- Over verbalizing
- Over use of greetings
- Wrong phrases
- Long Convoluted pitches
- Lack of Intonation
- Pronunciation
- Pre-empting customer responses with rejoinders
- Talking too fast or too slow
Key learning areas
Back Vowels - American English has more
vowel sounds than most other languages. Those vowels that are made by
raising the back of the tongue higher than the front of the tongue are
called Back Vowels.
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Combinations - Combinations are the fusion
of adjacent sounds or words. There are two types of combinations :
blends (clusters) & contractions. Blends are combinations of two or
more consonant sounds (e.g.. "str" in "street" or /ft/ in "lift". All
of the sounds in a blend must be produced or the listeners will have
difficulty understanding the word. Contractions are fusions of two
adjacent words that make speech patterns sound less formal & more
natural. Altering one sound at the end of one word and sound at the
beginning of the next word produces a contraction.
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Contrastive Stress - Contrastive Stress
pertains to changes in the meaning of a word that can be made by
stressing different syllables within a word. In spoken English, there
are pairs of words that are spelled exactly alike, yet differ in
meaning (e.g.. conflict). If the stress is on the first syllable in
the word "conflict", the word takes a noun form & refers to a state of
argument. If, however, the stress is on the second syllable, the word
takes the verb form and indicates a type of action. Listeners expect
to hear appropriate contrastive stress.
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Consonant Voicing - Phonetics describe
consonants as "speech sounds that are produced when the outgoing
airstreams is partially or completely stopped by the tongue, lips or
teeth". Voicing is an additional attribute of consonants that occurs
when the vocal cords in the larynx vibrate.
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Dipthongs - Dipthongs are complex vowel
sounds produced when two vowel sounds are combined.
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Front Vowels - American English has more
vowel sounds than most other languages. Those vowels that are made by
raising the front of the tongue higher than the back of the tongue are
called Front Vowels.
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Intonation - Intonation is one of the
prosodic features of speech. It is characterized by changes in the
tone patterns used at the end of sentences. Depending on the meaning
of the sentence, the intonation pattern called contour, drops or rises
at the end of an utterance. If speakers do not use intonation
appropriately their speech may sound monotone.
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Intrusive Sounds - Intrusive sounds entail
the inappropriate of sound when clients speak. There are three types
of intrusive sounds.
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Phrasing - Phrasing is a component of the
prosody of speech (rhythm & melody) that involves changes in pitch and
loudness levels within sentences.
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Sound Deletions - Sound Deletions involve
the inappropriate deletion, or omission, of any sound within or at the
end of a word. This includes the omission of vowel or consonant
sounds.
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Speech Flow - Speech Flow is the smoothness
of speech patterns. Two of the most noticeable features of Speech
Flow, timing & rhythm, interact to produce speech that sounds smooth &
melodic.
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Syllable Stress - Syllable Stress entails
changes in the pitch and loudness of syllables within a word.
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Vowel Reductions - Vowel Reductions refer to
shortening of the vowel sound in the unstressed syllables within
words. Vowel Reductions are directly related to Syllable Stress.
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Word Endings - Word Endings are sound
combinations that denote changes in tense, number or action. Among
most of the common problems people have in using word endings are,
omitting tense, plural or possessive markers at the end of a word.
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Word Focus - Word Focus is an aspect of
prosody that involves emphasizing a particular word within an
utterance.
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