M27-1, Part I, Chapter 3 Table of Contents



Download 342.29 Kb.
Page6/12
Date05.05.2018
Size342.29 Kb.
#48072
1   2   3   4   5   6   7   8   9   ...   12

7. Recognizing Caller Types




Introduction

This topic provides information on the four basic caller types.



Change Date

Initial content load September 2012



a. Four Caller Types

There are four basic caller types:


  • the “Assertive/Demanding” Caller

  • the “Talkative” Caller

  • the “Passive” Caller, and

  • the “Angry” Caller.

The table below provides some general tips on how to best deal with these



various caller types.


Caller Type

Response Tips

Assertive/Demanding

  • Remain courteous

Talkative

  • Use direct, closed-ended questions.

  • Use shorter pauses when responding.

  • Do not invite unnecessary conversation.

  • Keep your response to a minimum.

  • Always direct the conversation back to primary reason for calling.




Continued on next page

7. Recognizing Caller Types, Continued

a. Four Caller Types (continued)


Caller Type

Response Tips

Passive

  • These callers are usually easy to manage.

  • They usually do not complain and simply want the answer to their question and to terminate the call.

Angry

  • Listen closely to ensure you understand the problem or concern.

  • Relate to the caller in a general way (if possible).

  • Remain calm and avoid involvement in the caller’s emotions.

  • Remain courteous.


8. Handling Threatening or Abusive Calls




Introduction

This topic contains information on handling threatening or abusive calls, including:


  • general information and tips

  • handling abusive language or behavior

  • documenting the abusive call

  • threats to computer systems

  • personal threats to an employee, and

  • bomb threats


Change Date

Initial content load September 2012


a. General Information on Threatening or Abusive Calls

The vast majority of our callers make inquires in a calm and polite manner. However, there will be occasions when you will be confronted with an angry, threatening, or abusive caller. The two main points to remember when dealing with these types of callers are:


  • remain calm, and

  • do not lose personal control.


Important: Never lower yourself to the level of the abusive caller. Use of abusive or foul language by VBA personnel is never professional, appropriate, or condoned. Further, the use of such language by our employees is a conduct issue that will be addressed by management as appropriate.


b. Tips on Dealing With Abusive or Foul Language

When confronted with abusive or foul language:


  • become silent

  • do not respond in anger, or

  • do not respond at all.

Following these tips will usually quiet the foul language and allow the conversation to continue.



Continued on next page

8. Handling Threatening or Abusive Calls, Continued

c. Handling Abusive Language or Behavior

VBA does not expect its employees to tolerate or listen to abusive language or behavior on the part of its callers. There are times when the only prudent or appropriate course of action is to terminate the call by hanging up the phone.
However, before disconnecting the call, inform the caller:


  • “I want to help you.”

  • “I’m asking that you please stop using foul language.”

  • “If you do not stop, I will need to disconnect the call.”

If the caller refuses to stop and continues using abusive or foul language take the following actions:




  • inform the caller that because he/she would not stop as requested, the call will be disconnected

  • ask the caller to please call back when he/she is in a position to discuss the situation more calmly, and

  • say good-bye and hang up (ensure you use a professional and appropriate tone).


d. Documenting the Abusive Call

Immediately upon terminating the call, prepare an email or VA Form 21-0820 to briefly describe and outline the situation, giving the caller’s name if possible. In addition, PCRs should enter a complete MAP-D narrative describing the call in detail. Forward this documentation to your direct supervisor.
If the caller telephones at a later time and asks to speak with a supervisor, the supervisor will be better able to properly discuss the situation with the caller.



e. Threats to Computer Systems

When confronted with a threat to our computer systems:


  • immediately complete VA Form 21-0820, fully documenting the threat

  • immediately provide copies to:

  • your immediate supervisor

  • the local ISO

  • the regional office director, and

  • the information technology (IT) staff, if the threat involves IT resources.

Continued on next page

8. Handling Threatening or Abusive Calls, Continued


f. Personal Threats to an Employee

Employee safety is a priority and workplace violence will not be tolerated. Threats to our employees are taken very seriously and violators are prosecuted.
If you receive a threat by telephone, directed against yourself or any VA employee, remain calm, be courteous, and listen. Do not interrupt the caller. Record the appropriate information on the Personal Threat Information Checklist (available on the PCR index).


g. Bomb Threats

Most bomb threats are received by telephone. Bomb threats should always be considered serious until proven otherwise. You should act quickly, but remain calm and obtain as much information as you can, using the Bomb Threat Checklist (available on the PCR index).


Directory: WARMS -> docs -> admin21 -> M27 1 -> Part I
Part I -> 6. Survivors of Servicemembers Who Die on Active Duty
admin21 -> M21-1MR, Part III, Subpart III, Chapter 2, Section J
admin21 -> Section J. Service Department Organizational Structures and Service Record Address Codes
admin21 -> Section J. Service Department Organizational Structures and Service Record Address Codes
admin21 -> Department of Veterans Affairs M21-1, Part III, Subpart III
admin21 -> Section B. Division of Responsibilities for Processing Benefits Delivery at Discharge (bdd) and Quick Start Claims
admin21 -> 1. General Guidelines for Conducting Telephone Interviews
admin21 -> Chapter Automobile and Adaptive Equipment Allowance Under 38 U. S. C. Chapter 39
admin21 -> Chapter Automobile and Adaptive Equipment Allowance Under 38 U. S. C. Chapter 39

Download 342.29 Kb.

Share with your friends:
1   2   3   4   5   6   7   8   9   ...   12




The database is protected by copyright ©ininet.org 2024
send message

    Main page