If You Put a Caller on Hold and Determine It

question 16

Multiple Choice

If you put a caller on hold and determine it will be a long wait, ____.

• A) offer to call back
• B) tell the patient to call back
• C) suggest that calling on another day would be better
• D) explain how busy you are and say that you cannot talk
• E) wait five minutes and then hang up the phone

---

Definitions:

Work Hours

The period of time during which an individual is obligated to perform duties for an employer, often regulated by law or contract.

Chameleon Effect

The unconscious mimicry of the postures, mannerisms, facial expressions, and other behaviors of one's interaction partners, as a form of social interaction.

Social Facilitation

The tendency for people to perform differently, often better, when in the presence of others than when alone.

Social Loafing

The occurrence in which people put forth less effort towards attaining a goal while working as part of a group than they do when working individually.