1. Sit up straight, breathe deeply, and smile before answering phone.
2. Definitely answer before phone's third ring.
3. Immediately identify yourself to caller.
4. Be courteous, friendly, professional, enthusiastic, and softspoken while talking.
5. Pay full attention only to your caller while talking.
6. Keep responding to your caller's conversation.
7. Eliminate as much background noise as possible.
8. Transfer calls only when absolutely nencessary, after explaining your reasons, and asking permission first.
9. When you must leave the line, explain its reason to caller.
10. End the call positively.