NC BLET SP2021 LE Communication and information systems Exam Questions and Answers100% SOLVED

Telephonic communications - ANSWER-Being able to communicate with a person in crisis will enable the Tele communicator to obtain the critical information needed. Major items of Customer service - ANSWER-1. Every collar must be viewed as a customer. Decrease customer satisfaction means increased complaints and negative results for all. 2. The object is to protect and serve citizens interpret some behaviors as offensive. 3. Need to have a positive attitude and control of your temper, help and satisfy your customer Telephone etiquette involves: - ANSWER-1. Professional- Your voice reflects your attitude and your attitude will affect the caller. 2. Empathetic - be polite, and respectful. Gain cooperation and trust by being civil. 3. keeping your statements simple and to the point Three ways of Communicating artfully - ANSWER-1. flexibility 2. Empathy 3. Professionalism The initial link - ANSWER-1.First impressions - "you are help" 2. The Speed of Response - will affect the call 3. The final outcome-Leave on a positive note. Three essential parts of an emergency call - ANSWER-1. location, 2. the call type, 3.a call back number. The 5W's - ANSWER-1. Where 2. What 3. When 4. Who 5 Weapons Don't take it Personally - ANSWER-Rule 1, rule 2 and rule 3. Persistent repetition - ANSWER-This technique is useful in breaking through the collars hysterical threshold. This is accomplished by repeating the same question, using the same word and same tone of voice. Parts to persistent repetition - ANSWER-1. Don't change order