Learners read about audiological tests including pure tone testing, air conduction, bone conduction, Speech Reception Threshold, and Speech Discrimination Score. They listen to sounds and words recorded at different decibel levels and see a graphic representation of decibel ranges. A brief review concludes the activity.
Learners listen to effective techniques to successfully interact with customers via the telephone. They also submit their own suggested replies to customers in various scenarios. Topics include general telephone etiquette, dealing with angry callers, working with confused or unsure customers, and managing voicemail. A quiz completes this customer service activity.