Interviewing and Classifying

Description:

This content familiarizes telecommunicators with the appropriate questions and techniques for interviewing callers, the process for sequencing and documenting information, and the process of prioritizing calls. The content also discusses common errors and assumptions that are made in telecommunications and corrective actions to avoid them.

Objectives:

IDENTIFY interviewing questions and techniques.

RECALL a process for sequencing of information.

IDENTIFY methods for documenting/recording information.

RECALL a process for classifying/prioritizing information.

IDENTIFY common mistakes and corrective actions in prioritizing.