Telephone Tips
Answering the telephone:
    Answer promptly
    Speak clearly
    Be prepared to listen carefully
    Identify your business, then yourself

Taking messages:
    Keep paper and pencil by every phone
    Politely request the needed information
    Repeat information back to ensure correctness
    Write clearly and initial
Placing on hold:
    Always ask if you may put the caller on hold
    Return to the line after 30-40 seconds
    Thank the caller for waiting, and apologize for the delay
Active Listening:
    Focus
    Listen for key points and ideas
    Do not jump to conclusions
    Ask questions for clarification
Concluding calls:
    Summarize the action required
    Assure the caller the action will be taken
    Thank the person for calling
Placing calls:
    Plan ahead by noting points to cover, questions to ask
    Gather any needed information
    Identify yourself
    Ask if it's a convenient time to talk
Leaving your work location:

    Always notify the person taking calls when leaving your work location
    Tell them when to expect your return
    Upon return, pick up messages and return calls promptly