A proper way to answer the phone is to:

While speaking with a customer it is OK to

When you recieve a call that is a wrong number you should:

If a customer is very upset, using profanity, and insulting you personally, what is the best approach to handling the call?

It is acceptable to interrupt a customer when you have something to say.

Why is it important to be at your desk, ready to start taking calls at the scheduled start time of your shift?

Always keep the phone ____ from your mouth.

When a customer explains the reason they're calling, which would be the most confident and reassuring response to acknowledge their statement?

Why is it important to try to search for a customer's information to verify vs. ask them to provide it?

When using a headset you should NOT:

If you receive permission to transfer a call: