Question

What skills would be most helpful when triaging a client on the telephone?

1) Should be curt and encourage the client to get to the point
2) Ask non-specific questions to make the client feel comfortable
3) Listen, use auditory clues such as tone of voice and ask very specific questions related to the client complaint
4) No specific skills are needed to speak over the telephone

Answer 1

The most helpful skills when triaging a client on the telephone include listening, being professional and empathetic, and asking relevant questions.

Step-by-step explanation:

When triaging a client on the telephone, there are several important skills to have:

1. Listening is key. Pay attention to the tone of voice and use it as an auditory clue. Ask specific questions related to the client's complaint to gather necessary information.
2. Being curt and encouraging the client to get to the point may not be helpful. It is important to be professional and empathetic to make the client feel comfortable.
3. Asking non-specific questions may not be effective either. It is better to ask relevant questions to gather accurate information.