| A | B |
|---|
| Answer the phone by the | third ring. |
| Be Warm and | enthusiastic. |
| Identify yourself and the | company. |
| Speak slowly and | enunciate words. |
| Return calls within one | business day. |
| Use an answering machine to answer calls when | you cannot. |
| Take phone messages completely and | accurately. |
| Do not use slang or | buzzwords. |
| Do not use a speakerphone | unless absolutely necessary. |
| Do not put a caller on hold without | asking them first. |
| Provide callers on hold with a progress report | every 30-45 seconds. |
