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ANSWERING THE TELEPHONE How to make a good impression Answering telephone at home Answering telephone at work Getting through to the right person Inquiring who is calling If the person is not available Offering to take a message Offering to help Making a suggestion 2. GETTING THE WRONG NUMBER If you dial the wrong number If others dial your number by mistake Pointing out a mistake. Giving explanations Apologizing. Admitting a mistake Accepting an apology 3. TAKING MESSAGES Tips on effective message taking Inquiring about the purpose of the call Asking to repeat Clarifying spelling Asking for additional information Double-checking information Promising to pass on the message 4. OUTGOING MESSAGES Effective voice messaging Outgoing messages for home Outgoing messages for work 5. RETURNING CALLS When you return calls When others return your calls When others do not return your calls Talking to a receptionist Apologizing for a delay Explaining the reason for persistence Expressing regret Expressing expectation Thanking for calling 6. PUTTING THE CALLER ON HOLD Asking permission to put the caller on hold Offering options Explaining circumstances Estimating the waiting time Offering to call back Checking back with the caller

Thanking the caller for waiting Apologizing for a long hold 7. TAKING A CALL AT A BAD TIME Etiquette for bad time calls Indicating that you cannot talk Setting time limits Suggesting a better time 8. CALLING OTHERS AT A BAD TIME Apologizing for the inconvenience Explaining the reason for urgency Saying how much time you need Asking if your contact can talk to you Rescheduling the call 9. LEAVING MESSAGES Verbal spelling guide Tips on leaving messages Stating the purpose of the call Requesting a callback Leaving contact information 10. CLOSING A TELEPHONE CALL How to close a call tactfully Summarizing the all or decision Pre-closing the call Thanking your party Responding to gratitude 11. ENDING AN ENDLESS CALL Tips on ending an endless call Setting time limits on a call Using an excuse to wrap up the call Using a more direct closure