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  • Activity (For Teacher's Discussions)

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    Ann C. Casan
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    The document describes 4 scenarios where miscommunication occurs between a customer service agent and a customer due to the agent using ambiguous or unclear language. In the first scenario, the agent confuses "poor network" for "boor network" confusing the customer. In the second, the agent says "De number" instead of "The number" on an invoice confusing the customer. In the third, the agent stresses the wrong word, not clearly communicating their message. And in the fourth, the agent is unaware of the idiom "kick the bucket" and does not understand the customer's response. In each case, the agent's unclear language causes confusion for the customer.

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    Activity (for teacher's discussions)

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    The document describes 4 scenarios where miscommunication occurs between a customer service agent and a customer due to the agent using ambiguous or unclear language. In the first scenario, the agent confuses "poor network" for "boor network" confusing the customer. In the second, the agent says "De number" instead of "The number" on an invoice confusing the customer. In the third, the agent stresses the wrong word, not clearly communicating their message. And in the fourth, the agent is unaware of the idiom "kick the bucket" and does not understand the customer's response. In each case, the agent's unclear language causes confusion for the customer.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    3 views7 pages

    Activity (For Teacher's Discussions)

    Uploaded by

    Ann C. Casan
    The document describes 4 scenarios where miscommunication occurs between a customer service agent and a customer due to the agent using ambiguous or unclear language. In the first scenario, the agent confuses "poor network" for "boor network" confusing the customer. In the second, the agent says "De number" instead of "The number" on an invoice confusing the customer. In the third, the agent stresses the wrong word, not clearly communicating their message. And in the fourth, the agent is unaware of the idiom "kick the bucket" and does not understand the customer's response. In each case, the agent's unclear language causes confusion for the customer.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    of 7

    Scenario 1

    Agent: the problem is due to b(p)oor network, ma’am!


    Customer: What network?
    Agent: Boor network ma’am!
    Customer: I am sorry I don’t understand!

    Consequence: The agent confuses the P/B


    unable to comprehend the agent.
    Scenario 2
    Agent: Can I have De number on the invoice?
    Customer: Sorry, what number?
    Agent: De number on the invoice?
    Customer: I am sorry, I cannot understand you!

    Consequence: The agent pronounces “The” as “De”.


    The customer is confused and is unable to
    comprehend the word.

    Scenario 3
    Agent: Mrs. Stephen, have YOU made the
    payments? Customer: uumm…. No, but
    my daughter did, is that a problem? Agent:
    No, I was just checking if YOU made the
    payments. Customer: Like I said, I did not
    but my Daughter did.

    Consequence: The agent stresses on the wrong


    word and thus the intent of the message is not
    communicated correctly. The customer is confused.
    Scenario 4:
    Agent: May I speak with Mr. Burton?
    Customer: I am sorry dear, he has kicked the bucket.
    Agent: uhhh…. So when can I call back to talk with
    him?
    Customer: I am sorry???

    Consequence: The agent is not aware of the idiom


    that conveys that Mr. Burton has passed away. The
    agent’s response shocks the customer.
    Eng 101-Activity 2: STOP! GO BACK AND REFLECT!
    Continue the phrases. Write your answers in your activity notebooks.
    I learnt
    …………………………………………………………………………………………………
    ………………………………………………………………………………………………..
    I would like to know more about
    ………………………………………………………………………………………………..
    Activities / tasks I liked / found
    useful……………………………………………………………………………………..
    Something I would adapt / do
    differently………………………………………………………………………

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