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When screening calls, avoid the following question:

Using the “you” attitude means to use “you” or “your” in as many sentences as possible.

The first step to take when transferring calls is to

Whether employees report their observations of misconduct depends on a number of factors, including the company’s negative response when misconduct was reported in the past.

To help a customer who has become irritated, it is recommended that you try to calm the person by saying, “Don’t be upset,” or “You need to calm down before we can discuss the situation.”

A verbal communication can mean a telephone conversation, a voice mail message, a formal meeting, or even an informal chat with a coworker at lunch.

The best advice to follow when handling an angry caller is to deal with the situation first.

People use secondary emotions to shift the focus from themselves to others, usually blaming or criticizing others.

Voicemail has many advantages EXCEPT which of the following?

List three (3) things to avoid when handling angry callers.