Tier One Department Of Economic Opportunity (DEO) Practice Test

Which phrase is an example of hot words to avoid?

"Thank you for your patience" "Please hold" "Whatever, I don't care, That's policy" "I can help with that"

Correct Answer:

"Whatever, I don't care, That's policy"

Explanation:

In customer interactions, language that shows empathy, patience, and a willingness to help keeps the conversation constructive. The phrase “Whatever, I don’t care, That’s policy” is the clearest example of hot words to avoid because it combines dismissiveness with indifference and a rigid stance. It communicates that the speaker isn’t listening, isn’t willing to help, and isn’t considering the customer’s situation—all of which can escalate frustration and break trust. By contrast, phrases like “Thank you for your patience” acknowledge the customer’s time, “Please hold” politely manages a short wait, and “I can help with that” signals a proactive, service-focused approach. These maintain a respectful, collaborative tone and keep the interaction moving toward a solution.

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