Telephone and Reception Skills Course: Difficult callers, scams and threats

1. Pergunta 1 de 17

   A caller is shouting about a late order. What should you do first?

   • ATell them firmly to calm down right away
   • BPut them on hold until they stop shouting
   • CInterrupt to explain the delivery policy right away
   • DLet them finish and listen without interrupting
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   Resposta: D. Let them finish and listen without interrupting

   Upset people need to be heard first. Interrupting usually makes them angrier.

2. Pergunta 2 de 17

   Which phrase acknowledges an upset caller's feelings?

   • A"I understand this delay has been frustrating."
   • B"Calm down. It's really not a big deal."
   • C"You should have read the terms more carefully."
   • D"That's not my problem. I just answer phones."
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   Resposta: A. "I understand this delay has been frustrating."

   Naming the caller's feeling shows you are listening, which helps calm the conversation.

3. Pergunta 3 de 17

   How should you use your voice when a caller becomes loud?

   • AGo silent until they stop
   • BRaise it to match the caller
   • CKeep it calm, low and steady
   • DSpeak faster to finish sooner
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   Resposta: C. Keep it calm, low and steady

   A calm, steady voice helps the other person calm down. Matching their volume makes things worse.

4. Pergunta 4 de 17

   A caller's problem is something you cannot fix yourself. What is the best response?

   • AExplain what you can do and give a clear next step
   • BSay it is not your department, and end the call politely
   • CPromise that the problem will be fixed today, to calm them
   • DTell the caller to search the website for an answer
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   Resposta: A. Explain what you can do and give a clear next step

   Focus on what you can do and give a clear next step. Do not make promises you cannot keep.

5. Pergunta 5 de 17

   According to the Canadian Centre for Occupational Health and Safety (CCOHS), which of these is workplace violence?

   • AA caller asking politely for a refund
   • BA caller threatening to harm a worker
   • CA caller asking to speak to a manager
   • DA caller who complains about slow service
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   Resposta: B. A caller threatening to harm a worker

   CCOHS includes threats, meaning any expression of an intent to harm, in workplace violence.

6. Pergunta 6 de 17

   CCOHS lists verbal abuse as a form of workplace violence. Which is an example?

   • ADisagreeing with a late fee politely
   • BAsking the receptionist for directions
   • CAsking to make a formal complaint
   • DSwearing at and insulting a receptionist
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   Resposta: D. Swearing at and insulting a receptionist

   CCOHS describes verbal abuse as swearing, insults or condescending language.

7. Pergunta 7 de 17

   A caller keeps swearing at you. What is a good first step?

   • ASwear back once so the caller knows how it feels
   • BArgue until the caller admits they are being rude
   • CStay silent and let the caller go on for as long as they like
   • DSay calmly that you can't continue if the swearing goes on
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   Resposta: D. Say calmly that you can't continue if the swearing goes on

   Setting a clear, calm limit gives the caller a chance to change their behaviour before you end the call.

8. Pergunta 8 de 17

   The caller keeps swearing after you set a limit. What should you usually do?

   • AKeep listening for as long as the caller wants
   • BTransfer the caller to any coworker who happens to be free
   • CEnd the call politely and report it to your supervisor
   • DPost about the caller on social media
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   Resposta: C. End the call politely and report it to your supervisor

   Follow your workplace policy: end the call politely, then report and record what happened.

9. Pergunta 9 de 17

   According to CCOHS, which work situation has a higher risk of violence?

   • AAttending a staff training session
   • BTaking a lunch break in the staff room
   • CWorking on a report in a shared office
   • DWorking alone in an isolated reception area
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   Resposta: D. Working alone in an isolated reception area

   CCOHS lists working alone or in isolated areas, including an isolated reception area, as higher risk.

10. Pergunta 10 de 17

    A caller says he is from head office. He urgently tells you to buy prepaid cards and read him the numbers. What should you do?

    • ABuy only half the cards now and the rest after he calls again
    • BRefuse, verify with head office using a known number, and tell your supervisor
    • CBuy the cards quickly, because head office is in charge of your store location
    • DAsk for his callback number and use that number to check his story
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    Resposta: B. Refuse, verify with head office using a known number, and tell your supervisor

    The Canadian Anti-Fraud Centre describes this "head office spoof". Check using contact details you already have, not ones the caller gives.

11. Pergunta 11 de 17

    A caller says he is from your regular office supplier and asks you to confirm your business address. According to the Canadian Anti-Fraud Centre, what might happen next?

    • AA tax refund is sent to the business
    • BA new phone line is installed for free
    • CSupplies you never ordered arrive with an invoice
    • DA free gift card is mailed to the office
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    Resposta: C. Supplies you never ordered arrive with an invoice

    In the office supplies scam, a fraudster pretends to be your usual supplier and confirms your address, then sends unordered goods with an invoice.

12. Pergunta 12 de 17

    Why should you check a suspicious caller using a number from your own work directory?

    • ADirectory numbers are free, but other numbers cost money
    • BThe law forbids calling numbers that callers give you
    • CDirectory numbers always go straight to a manager
    • DA number the caller gives you may lead back to the scammer
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    Resposta: D. A number the caller gives you may lead back to the scammer

    A scammer can give you a number that leads back to them. Contact details you already have are safer.

13. Pergunta 13 de 17

    Where can a business in Canada report a phone scam?

    • AThe CRTC, which investigates phone fraud and refunds any money lost
    • BThe Translation Bureau, which tracks scam phone numbers
    • CThe Canadian Anti-Fraud Centre, and police if money was lost
    • DCanada Post, which handles all business fraud reports
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    Resposta: C. The Canadian Anti-Fraud Centre, and police if money was lost

    The Canadian Anti-Fraud Centre takes reports online or by phone. Victims should also contact local police.

14. Pergunta 14 de 17

    You receive a bomb threat by phone. According to CCOHS, what should you do?

    • ATransfer the caller to voicemail so the call is recorded
    • BTell the caller you are calling the police, then hang up
    • CHang up right away and leave the building without telling anyone
    • DStay calm, keep the caller talking and do not hang up
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    Resposta: D. Stay calm, keep the caller talking and do not hang up

    CCOHS advises staying calm, keeping the caller talking and not hanging up, so you can gather information.

15. Pergunta 15 de 17

    During a threatening call, how can you get help without ending the call?

    • AHang up, then call the caller back once help has arrived
    • BSignal or pass a note to a coworker to alert authorities
    • CAsk the caller to wait while you dial 911 on the same line
    • DPut the caller on hold while you go and look for your supervisor
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    Resposta: B. Signal or pass a note to a coworker to alert authorities

    CCOHS suggests signalling or passing a note so someone else can listen in and notify the authorities.

16. Pergunta 16 de 17

    Listen. Which reply follows good practice?

    Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

    Sem som? Leia o texto

    Caller: This is the third time I've called about my refund! Nobody ever calls me back, and I'm sick of it!

    • A"If nobody called you back, you probably gave us the wrong number."
    • B"I'm sorry you've had to call again. Let me take your details for the right person."
    • C"Everyone is very busy here today, so I'm afraid you'll just have to wait like everybody else."
    • D"There's no need to get upset. Please call back when you're calmer."
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    Resposta: B. "I'm sorry you've had to call again. Let me take your details for the right person."

    This reply acknowledges the problem, apologizes and gives a clear next step.

    Transcrição

    Caller: This is the third time I've called about my refund! Nobody ever calls me back, and I'm sick of it!

17. Pergunta 17 de 17

    Listen. What makes this call suspicious?

    Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

    Sem som? Leia o texto

    Dave: Hi, this is Dave from IT support at head office. We're fixing a problem with your account. I just need your password to finish the update. It's urgent, so I need it in the next two minutes.

    • AHe calls during normal business hours
    • BHe says his first name is Dave
    • CHe asks for a password and pushes you to act fast
    • DHe says he works at head office
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    Resposta: C. He asks for a password and pushes you to act fast

    Pressure to act fast and requests for passwords are warning signs of a scam. Check by calling your IT team at a number you already have.

    Transcrição

    Dave: Hi, this is Dave from IT support at head office. We're fixing a problem with your account. I just need your password to finish the update. It's urgent, so I need it in the next two minutes.

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