Combat the Excuses of a Monotone CSR!

It’s a classic coaching situation. The CSR sounds like a monotone robot on Valium (kind of like Marvin the Paranoid Android in Hitchhiker’s Guide to the Galaxy for you sci-fi fans). You beg, you cajole, you implore the CSR to put a little inflection and enthusiasm in his voice. They usually give one of two excuses. Either they were having a bad day and couldn’t help it, or they can’t do it – “it’s just not me.” When I hear that, I always give the CSR this example:

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