NC BLET LE Communication & Information Systems questions with correct answers

Every caller, whether emergency or non-emergency must be viewed as a ? - Ans Customer Dealing with people over the telephone becomes a serious exchange; the object is to _______ & _______ - Ans Protect and serve telephone etiquette - Ans Set of skills and attitudes used when answering the phone that allows the assistant to sound alert, interested, and concerned. Flexibility - Ans dealing with a variety of people from many different backgrounds and needs will take a lot of skill and practice Empathy - Ans NOT SYMPATHY Understanding and the ability to openly perceive the callers need- NOT to share in his emotions Professionalism - Ans Just because your in a field that is identified as professional doesn't mean you are automatically qualified as a professional You (WE) represent _____________ to the caller? - Ans HELP First impressions (just something to remember) - Ans Discard