Answer to Question 1
Explain the best approaches when handling difficult calls.
It is important to remember know and remember that anger is a secondary emotion. This means that when the caller is upset, he or she is usually not mad at you, so don't take it personally.
Deal with the feelings first by showing understanding, providing feedback, and summarizing the situation.
Deal with the situation. Find out what the caller wants or needs. If it's not possible to do what the person wants, suggests alternatives. Share information. Agree with a solution and follow up with the caller if needed.
Answer to Question 2
Describe at least four ways the office professional can promote his or her office through positive telephone techniques.
Be courteous; being courteous means you demonstrate good manners, politeness, and diplomacy.
Be considerate when using speakerphones; let the other person(s) know you are using your speakerphone feature. Ask the person if the reception is clear before you begin any conversation. Let the person know who else is in the room. Avoid shuffling papers or moving items on your desk because the speakerphone is sensitive to noise.
The platypus is very difficult to spot even on the surface of a river.
Four approaches to studying the evolution of human behavior.
Severe arthritis can make everyday activities, like writing, typing, and handling objects
Explain how it can be desirable from an intertemporal perspective for a country run a current ...
Antisense RNA and RNA interference (RNAi) approaches to silence genes for gene therapy