When the caller is calling for your boss and he or she is not available for personal reasons, you should:

What is the correct procedure to follow when placing the customer on hold?

If you receive permission to transfer a call:

When using a headset you should NOT:

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

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

What is important about your voice?

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

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

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

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