NC BLET LE Communication & Information Systems Questions and Answers 2023
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Course
Nc blet
Institution
Nc Blet
NC BLET LE Communication & Information Systems Questions and Answers 2023
Every caller, whether emergency or non-emergency must be viewed as a ?
Customer
Dealing with people over the telephone becomes a serious exchange; the object is to _______ & _______
Protect and serve
telephon...
NC BLET LE Communication & Information Systems Questions and Answers 2023
Every caller, whether emergency or non-emergency must be viewed as a ? - answer Customer
Dealing with people over the telephone becomes a serious exchange; the object is to _______ & _______ - answer Protect and serve
telephone etiquette - answer Set of skills and attitudes used when answering the phone that allows the assistant to sound alert, interested, and concerned.
Flexibility - answer dealing with a variety of people from many different backgrounds and needs will take a lot of skill and practice
Empathy - answer NOT SYMPATHY
Understanding and the ability to openly perceive the callers need- NOT to share in his emotions
Professionalism - 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? - answer HELP
First impressions (just something to remember) - answer Discard you:
judgement
opinions
biases
prejudices
The first consideration should always be how ________ you answer the telephone. - answer quickly
3 essential parts of an emergency call - answer Location
call type
call back number
the 5 W's - answer Who, What, When, Where, Weapon
Where (5 Ws) - answer Location of the incident and caller are ALWAYS the first question
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