NC BLET LE Communication & Information Systems Questions With Complete Solutions
Every caller, whether emergency or non-emergency must be viewed as a ? correct answer: Customer Dealing with people over the telephone becomes a serious exchange; the object is to _______ & _______ correct answer: Protect and serve telephone etiquette correct answer: Set of skills and attitudes used when answering the phone that allows the assistant to sound alert, interested, and concerned. Flexibility correct answer: dealing with a variety of people from many different backgrounds and needs will take a lot of skill and practice Empathy correct answer: NOT SYMPATHY Understanding and the ability to openly perceive the callers need- NOT to share in his emotions Professionalism correct answer: 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? correct answer: HELP First impressions (just something to remember) correct an
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