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When screening calls, avoid the following question:

When screening calls, avoid the following question:

Published March 5, 2025
Categorized as Uncategorized

Using the “you” attitude means to use “you” or “your” in as…

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

Published March 5, 2025
Categorized as Uncategorized

The first step to take when transferring calls is to

The first step to take when transferring calls is to

Published March 5, 2025
Categorized as Uncategorized

Whether employees report their observations of misconduct de…

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.

Published March 5, 2025
Categorized as Uncategorized

To help a customer who has become irritated, it is recommend…

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.”

Published March 5, 2025
Categorized as Uncategorized

A verbal communication can mean a telephone conversation, a…

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.

Published March 5, 2025
Categorized as Uncategorized

The best advice to follow when handling an angry caller is t…

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

Published March 5, 2025
Categorized as Uncategorized

People use secondary emotions to shift the focus from themse…

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

Published March 5, 2025
Categorized as Uncategorized

Voicemail has many advantages EXCEPT which of the following?

Voicemail has many advantages EXCEPT which of the following?

Published March 5, 2025
Categorized as Uncategorized

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

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

Published March 5, 2025
Categorized as Uncategorized

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