 | Receiving the Incident
Upon completion of this lesson, the learner will be able to:
- List the six steps required to process a call.
- Describe the three categories used to classify calls.
- Explain the difference between logging and screening.
- Discuss several issues that must be taken into account when prioritizing an incident.
- List the four steps in the listening process.
- Discuss the challenges of listening in a help desk environment.
- Discuss the guidelines for effective communication and the behavior that interfere with communication.
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