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Esse mapa conceitual, produzido no IHMC CmapTools, tem a informação relacionada a: G7_Ana Cunha_Ivan Antao, the problem has been solved offering help, MAKING ARRANGEMENTS ON THE PHONE confirming an arrangement, MAKING ARRANGEMENTS ON THE PHONE asking about a time or a place, DEALING WITH COMPLAINS ON THE PHONE for example sympathising, TELEPHONING 1.5 DEALING WITH COMPLAINS ON THE PHONE, telephone message note message, active listening strategies by asking for clarification, active listening strategies by echoing, to the customers aggressive behaviour admit apologise, ANSWERING THE PHONE ???? behavior, MAKING ARRANGEMENTS ON THE PHONE suggesting a meeting or an appointment, active listening strategies by, ANSWERING THE PHONE ???? information, TELEPHONING 1.2 EXCHANGING AND HANDLING INFORMATION, TELEPHONING 1.3 TAKING AND LEAVING MESSAGES, apologise explaining what you are doing, MAKING ARRANGEMENTS ON THE PHONE 1.4 TELEPHONING, behavior ???? ????, MAKING ARRANGEMENTS ON THE PHONE saying if a time is convenient or not, EXCHANGING AND HANDLING INFORMATION with active listening strategies