When the telephone rings you should:

When receiving feedback on a call by a supervisor or quality assurance representative, what is the most important rule of thumb?

When taking a message you should get what information:

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:

True or False: The sound of our voice and how we use it can say a lot about us. We can show: Professional, Depression, Sleepy, Hatred, Inattentiveness, Busy, Irritation, and Positiveness.

On a standard call, what is the most appropriate way to close before hanging up?

Should you tell the customer your name when first answering the call?

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?