Respond

Question 1

List the Respond ingredients

Answer 1

Double Verify
Choose Outcomes
Dispatch authorities
Dispatch Dispositions

Question 2

What are the 2 parts of double verification?

Answer 2

Asking how to proceed, using the action in the question. Then stating what action will be made.

Question 3

Why double verify?

Answer 3

Confirms we heard the Subscriber correctly
Avoids any confusion on what action we are taking​
Sets expectations on what will happen after the call​
Ensures we keep our Subscribers safe​
Helps avoid liability on our part

Question 4

True or false. You should choose outcomes as you are double verifying

Answer 4

True. You want to move through your AP as you are on the phone and moving through your script.

Question 5

True or false? We should force information on dispatch

Answer 5

False. Let dispatch control the call

Question 6

What info do we provide to dispatch in every situation?

Answer 6

Anything they ask for (duh)
Special Instructions (when they apply)
Callback Number (877 number)
Reference number (ALWAYS offer right after callback)

Question 7

What do you always document when talking to dispatch?

Answer 7

OP#

Question 8

Disp

Answer 8

Dispatch is successfully being made.

Question 9

Update

Answer 9

We are providing new information to dispatch or getting an update from them

Question 10

Cancel

Answer 10

Officers are no longer needed. Never use on fire alarms

Question 11

Noresp

Answer 11

Dispatch gathered info but won’t be responding. We MUST document why they are not responding IN THE CALL BOX. This send an email to the dealer.