When screening a nonmedical situation, the caller refuses to give you information over the phone. What should you do in this situation?

Question

Quizplus · Accepted Answer

Suggesting that a letter be written and marked "Personal" is a respectful and professional way to handle a caller's reluctance to share information over the phone. It provides an alternative means for the caller to communicate their concerns or needs while respecting their privacy and comfort level. Refusing to help, hanging up, or putting the caller on hold and waiting for them to hang up are not appropriate or professional responses in a service-oriented or professional setting.

When Screening a Nonmedical Situation, the Caller Refuses to Give