End of course quiz
0 of 16 Questions completed
You have already completed the quiz before. Hence you can not start it again.
Quiz is loading…
You must sign in or sign up to start the quiz.
You must first complete the following:
0 of 16 Questions answered correctly
Time has elapsed
You have reached 0 of 0 point(s), (0)
Earned Point(s): 0 of 0, (0)
0 Essay(s) Pending (Possible Point(s): 0)
What industries does AVIEM provide emergency support to?
What is the main scope of activity of AVIEM?
What is the number one need of family members of loved ones involved in a disaster?
What provides a sense of trust when talking to a call center agent?
Very seldom does an empathic response begins with…
What should every agent do before taking phone calls?
What should the agent say if a caller asks if a family member has already called?
Who will call back the family of the loved one?
What should you do before connecting to an Interpreter at Transatlantic Translation Group (TTG)?
When a caller asks you a question that you do not know the answer to, how do you respond?
If the caller sounds very worried and sad and keeps interrupting you, how should you help them?
When reaching the end of the script which closing would you use?
How do you choose the Crisis to work with?
What are ‘Special Instructions’ for?
What do you do if there is “NO MATCH” when searching for the name provided by the caller?
What do you do if the caller informs that he/she has called before?