Answer “Yes” or “No.”
The receptionist is trained to keep the caller on the line, to ask the caller to repeat the message several times, and to gather additional information, such as caller ID information.
The caller’s threats are written down in the caller’s own words and recorded with any additional information.
Employees are instructed not to hang up on the caller under any circumstances?
Telephone receptionists are trained to know to ask questions such as:
Phone numbers [911 or other local emergency number, for example] are posted to notify the police and fire department immediately.
Employees understand how to implement evacuation procedures.