Grammar
Writing that is error free will receive this Grammar Score Point.
What is Score Point 5?
This organizational pattern moves through time from beginning to end.
What is chronological?
"Time," "place," and "occasion" are all a part of this for a customer.
What is situation?
The rubric term which emphasizes using simple words and short sentences.
What is Natural Use of Language?
Information we give customers should be this, as well as accurate.
What is complete?
The letters that should be capitalized in this title:
bank account rewards program
What is B, A, and R?
The "voice" you should always use.
What is active voice?
Created by Dinesh Lathi, the phrase captures how we should treat every reader of our written communication.
What is Customer Obsessed?
The correct Score Point for a writing sample that contains no courteous expressions or pleasantries.
What is a Score Point 1?
This word refers to providing information that the customer might need in the future.
What is Anticipation?
A city in England, or a type of comma.
What is Oxford?
Terms that only we in the Contact Center understand.
What is jargon?
The communicator's attitude toward his audience, his subject, and himself.
What is tone?
The complete rubric term that refers to "please," thank you," and "I appreciate that."
What is Courteous Expressions and Pleasantries?
To earn a Score Point 3 or higher, the information presented in a writing sample must do this.
What is "clearly benefit the audience"?
One important concept we use to judge Grammar scores is if the grammar in the writing sample undermines or detracts from this.
What is professionalism?
"Their/there/they're" and "to/too/two" are generally referred to as this.
What are homonyms?
To get a high score in Awareness, the writer needs to apply this to the information provided by the audience.
What is professional knowledge?
Repeating the customer's message word-for-word.
What is parroting?
What are templates?
Semicolon, comma/conjunction, or period/new sentence.
What are the 3 ways to fix a run on sentence?
Writing that is rambling or uses too many words can be described as NOT being this.
What is concise?
This Awareness component includes highlighting the benefits of the options you provide and presenting information in an appealing way.
What is persuasion?
Looking at a customer's transaction history to help him choose his next suit is an example of this technique.
What is personalization?
This rubric term refers to information that does not add value to a customer's understanding or experience.
What is Unnecessary Information?