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Foundations of Call Taking
Overview of Call Taking
Course Objectives
Your Roles & Responsibilities (1:05)
Call Answering & Documentation
Screening
The 5 W's
Call Taking Basics: The 5 W's
The 5 W's: Where (4:17)
The 5 W's: When
The 5 W's: What
The 5 W's: Who
The 5 W's: Weapons (2:21)
End of Section Quiz
The How
The How
Customer Service Basics
Controlling the Conversation (2:14)
Active Listening
Call Types
Routine Calls
Hot Calls
Text to 9-1-1
Criminal vs. Civil
Types of Callers
Chronic Callers
Elderly Callers
Child Callers (1:51)
Disabled Callers
Conclusion
End of Course Quiz
Course Survey & Sources
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