Be polite and professional when answering calls by identifying yourself and your organization. Listen actively to understand the caller's needs before responding. Thank the caller for their time and ensure contact information is exchanged if follow up is required.

1. Practice Telephone Etiquette
http://www.slideshare.net/OptiCall/practice-telephone-etiquette?from=share_email[8/17/2012 1:54:34 PM]