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QUESTION 4 Using extract 7 from Chapter 25… What is the function of hum in line 82 a. continuer b. hesitation Ochiller O d.repair initiator QUESTIONS Using extract from Chapter 25. What is the action produced by the customer in line 14? a. request b.offer Occomplaint Od story 1 2 3 4 5 6 7 8 caller begins describing a problem she is having with her copier. The call taker, Nan, listens to the customer’s story. However, when the customer gets to their request in line 14, it is apparent that she is making a request for a technician to come out and fix the machine. The call taker now knows that the customer was directed to the wrong phone number. While she only handles billing issues, the caller clearly needs to talk to the customer service representative. Both the call taker and the customer have thus lost considerable time discussing something that should have been discussed with another employee. Excerpt 7: Whalen and Whalen (2011, pp. 181-2) Nan: Thank you for calling INK, this is Nan. Cust: Yes. This is Stephanie Dales from M.A. Wilkin’s office in Louisville, Kentucky. ((Nan writes “Stephanie” on a piece of paper) Nan: Huh hum. Cust: And, uhm, last week we had a problem with our copier, um copying really dark Nan: Uhum 9 Cust; and not gettin’ all the- not copying everything. – out here and supposedly fixed it. But it’s getting there’s like black lines across the page. ‘n we can’t even send anything out to the clients because it looks so bad. 13 Nan: Hm… 14 Cust: Is there any way he could come as soon as possible today? 15 Nan: Uhm. I think you got customer billing instead of customer service. 16 Cust: Oh I did? (laughing 17 Nan: Yeah. (return laughter) Let me transfer you back over to-do you have your serial number? I can go and give ’em 19 Cust: Yeah. It’s sixty two H. 20 Nan: Uhhum. (writing on paper). 21 Cust: four nine three, two four three. 22 Nan: Okay. Let me transfer you back over there. 23 Cust: Okay. Thanks. 24 Nan: Huhum. (Dialing sounds) 25 Deb: I.N. K. services. This is Deb Smart. How can I help 26 Nan: Hi Deb. This is Nan with the Customer Account Center 27 Deb: Huhum. (very softly) 28 Nan: I have Stephanie who needs to place a-um- a service call but she got us instead 30 Deb: Okay 31 Nan: You want ‘ers. You want her serial number? 33 Nan: It’s sixty two H, four nine three, two four three. 34 Deb: Mary Wilkins? 10 11 12 18 29 1 2 3 4 5 6 7 8 caller begins describing a problem she is having with her copier. The call taker, Nan, listens to the customer’s story. However, when the customer gets to their request in line 14, it is apparent that she is making a request for a technician to come out and fix the machine. The call taker now knows that the customer was directed to the wrong phone number. While she only handles billing issues, the caller clearly needs to talk to the customer service representative. Both the call taker and the customer have thus lost considerable time discussing something that should have been discussed with another employee. Excerpt 7: Whalen and Whalen (2011, pp. 181-2) Nan: Thank you for calling INK, this is Nan. Cust: Yes. This is Stephanie Dales from M.A. Wilkin’s office in Louisville, Kentucky. ((Nan writes “Stephanie” on a piece of paper) Nan: Huh hum. Cust: And, uhm, last week we had a problem with our copier, um copying really dark Nan: Uhum 9 Cust; and not gettin’ all the- not copying everything. – out here and supposedly fixed it. But it’s getting there’s like black lines across the page. ‘n we can’t even send anything out to the clients because it looks so bad. 13 Nan: Hm… 14 Cust: Is there any way he could come as soon as possible today? 15 Nan: Uhm. I think you got customer billing instead of customer service. 16 Cust: Oh I did? (laughing 17 Nan: Yeah. (return laughter) Let me transfer you back over to-do you have your serial number? I can go and give ’em 19 Cust: Yeah. It’s sixty two H. 20 Nan: Uhhum. (writing on paper). 21 Cust: four nine three, two four three. 22 Nan: Okay. Let me transfer you back over there. 23 Cust: Okay. Thanks. 24 Nan: Huhum. (Dialing sounds) 25 Deb: I.N. K. services. This is Deb Smart. How can I help 26 Nan: Hi Deb. This is Nan with the Customer Account Center 27 Deb: Huhum. (very softly) 28 Nan: I have Stephanie who needs to place a-um- a service call but she got us instead 30 Deb: Okay 31 Nan: You want ‘ers. You want her serial number? 33 Nan: It’s sixty two H, four nine three, two four three. 34 Deb: Mary Wilkins? 10 11 12 18 29Do You Know That our Professional Writers are on Stand-by to Provide you with the Most Authentic Custom Paper.

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