Basics

• Proper phone ethics begins and ends with you, not the person you're talking with. Remain polite and respectful at all times. Speak clearly and slowly, never have anything in your mouth and keep the phone two finger-widths away while talking.
  
  

Introductions

• Identify yourself. Never assume the other person knows who you are---voices can be difficult to place. If you are answering for a department at an office, always inform the caller what department they have reached.
  
  

Respect

• Respect the person on the other line; ask if they have time for the conversation. Ask the caller for his name, even if you do not need it. This makes him feel you have taken an interest.
  
  

Proper Language

• Use the phrases "one moment please" over "hold on." Use "yes" instead of "yeah" or "uh huh." A slightly formal tone makes you easier to understand. Always be polite---the three key phrases are "please," "thank you" and "I'm sorry."
  
  

Rude Callers

• Diplomacy is key. Becoming angry will only make a rude caller answer in kind. Show a willingness to fix her issue, and attempt to understand why the caller is angry. Never hang up out of anger.