General
What exactly is call control?
What is redirecting the caller when needed, so that you can get all of the important information to the contact.
Contact is unsure and gives short answers is a _______ type contact?
What is passive
The introduction portion of the script helps you to retain call control how?
What is it answers the follow questions
Who you are, Where you are calling from, Why you are calling, What information you have to provide them.
Be quick but do not_____?
What is hurry
Probing questions help to_______?
What is encourage the contact to give you more information.
Give an example of unprofessional word or phrase.
Using slang/jargon. Calling someone sweetie, honey or dude.
Contact is friendly but is rambling and providing unrelated information, is what type of contact?
What is Relational.
How do bridge statements help with call control?
What is they help to redirect the contacts thinking to what is next.
Be part of the solution, not the _______?
What is problem
You do not have any symptoms do you? Is what type of question?
When is the appropriate time to during the conversation to try to redirect the conversation.
What is, when there is break in the conversation/slot time, do not interrupt.
Contact is rambling, unfocused, emotional and is asking a lot of questions, is what type of contact?
What is Anxious.
When a contact is irate and states " I am not getting tested, I do not believe those tests are accurate" Should you read all of the testing guidance to them anyway.
What is no if the contact is irate and you continue to read all of the testing information to them anyway it can seem like you are not listening.
When is it ok to ask a contact to calm down?
What is never?
Can closed ended questions help you gain call control?
What is Yes
When a contact appears to be anxious but reluctant to give you more details, what type of question would you want to ask?
What are open ended or probing questions.
When would you implement the 3 strikes rule?
What is when a contact is using profanity or racial slurs.
U.S.A. method when dealing with a irate caller stands for________?
What are
Understanding statements (empathy)
Explaining the situation and how you can help
Action
It is important to give specific instructions whenever possible to help the contact know what to do in a specific situation. True or False?
What is True
The question do you have any questions about what we have gone over, helps the contact to _______?
What is help the contact to check their understanding and to take a minute to think about the information you have provided them.
You want to be friendly but not ______?
What is a friend.
A contact who is unfocused, angry, combative, unwilling to provide information, is what type of contact?
What is an irate contact
The closing section of the scripts provides what specific important information?
What is what to do if they develop life threatening symptoms, who they can call if they have additional questions. It provides a chance to thank the contact for taking the time to speak with you.
Is it appropriate to laugh or heavily sigh during quarantine instruction or in other informational parts of the script?
What is no, your tone and your ability to sound confident in the information you are providing is very important.
If a contact is asking you for medical advise, what should your answer be?
What is I am not a medical professional please contact your primary care physician for further instructions. They know you best.