ANSWERING CALLS

• Answer promptly.
  
  
• Identify yourself.
  
  
• When you answer for others, be discreet.
  
  
• Have supplies on hand.
  
  
• Be courteous, express a willingness to be of service.
  
  
• Use the caller's name.
  
  
• Don't interrupt.
  
  
• If you have to put someone on hold, give him or her periodic progress reports.
  
  
• Avoid slang and technical jargon.
  
  
• Take complete and legible messages.
  
  
• Transfer only when necessary.
  
  
• End the call in a friendly, unhurried manner.

PLACING CALLS

• Plan your calls, be prepared.
  
  
• Place your own calls.
  
  
• Check the number first and dial correctly.
  
  
• Give the called number time to answer.
  
  
• Identify yourself and your organization.