Phone Numbers
Emergency Services
What is, 9-1-1 / Primary Number
"I want a diagnostic"
What is, MST / Member Service Team
Roadside
What is, are you in a safe location?
PSAP number that is used if the primary is blank
What is, Secondary
Multiple Choice: Active listening is not a complex task, however, it requires you to do which of the following? (Check all that apply)
a. To focus
b. To be engaged
c. Interrupt often
d. To pay attention
e. Mind is made up before having all the information
What is, a, b, d
Emer callback
What is, 866-866-5006
"I just got this 2009 Escalade and I want to setup OnStar in it"
What is, Provisioning
Collision
What is, Is anyone hurt?
Other than location, this information should be provided to PSAP regarding AACN calls
What is, Type of crash call, if there are injuries, ACR and ISP data
They key word to this sentence "I was just attacked by another driver while they were stopped at the light.”
What is, Attacked
Expedited Roadside
What is, 833-388-0074
"I'm not pressing the button and it keeps calling you, this is like the 10th time"
What is, OSTA / Get Help For-
Unlock
What is, are there any pets or people locked inside?
Two reasons why unlocks may fail
What is, the hardware is disabled / the sleep cycle has timed out / bad cell coverage
What does the acronym of effective communication 'ABC' stand for
What is, Accuracy, Brevity, CLarity
OnStar Customer Service
What is, 1-888-4ONSTAR (1-888-466-7827)
"My daughters in the Escalade and I want to call her because she's not answering her cell and she forgot her insulin"
What is, SVA
Good Samaritan reporting crash
What is, are you remaining on scene?
Of the four types of emergency keypress calls, this one is the most difficult to handle
What is, No Voice/No GPS
The most important part of the effective communication process
What is, Understanding the message?
BAT Phone OR Family Line
What is, 289-675-8442 / 1-800-782-8411
"I want more information regarding my crash last Tuesday"
What is, Executive Relations (ER)
PSAP
What is, is this in your jurisdiction? Can I get your Badge # or name?
This is how you can tell you've received a LIEC
What is, the status bar will be red and indicate 'Lost Inbound Emergency Call'
The most effective message verification technique to move the conversation forward
What is, follow-up questions