Final answer:
Managers monitor the tone and manner used by customer service representatives in calls to ensure positive customer experience and satisfaction.
Step-by-step explanation:
When managers monitor customer service calls, they pay attention to the tone and manner the CSR uses to discuss various situations with customers. This is because the way a CSR communicates can greatly impact the customer's experience and satisfaction. For example, using a friendly and helpful tone can make the customer feel valued and more likely to continue doing business with the company. On the other hand, using a rude or unprofessional manner can leave a negative impression and potentially lead to customer dissatisfaction.