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Instructions
Smiling Affects Your Tone
It's All About Attitude
Reinforcement Check-in: True or False
Voice of the Practice
A Proper Greeting
Proper Greeting Example
More Phone Pointers
Reinforcement Check-in: Phone Greeting
How to Take a Message Like a Pro!
Retrieving A Call From Hold
How to End a Call Correctly
How to End a Call Video
Putting Clients on Hold
Placing Clients on Hold Video
Reinforcement Check-in: Placing on Hold
What Are Non-Emergency Calls?
8 Tips for Taking a Non-Emergency Call
Important! Words of Caution
Reinforcement Check-in: Handling Calls
What Not to Do When Handling an Emergency Call
Common Emergencies and Emergency Symptoms
Handling an Emergency Call
Telephone Triage
Questions To Ask Emergency Callers
Reinforcement Check-in: Emergency Call
Apply What You've Learned!
Workbook Activities
