John Bhasme

What you are asking for is "Communication Skills". Here you are asking for communication skills on the telephone, which is otherwise called "Telephone Etiquette" First of all answer the phone within the third ring. If for any reason you are unable to answer the phone immediately, call back and apologise for not answering the phone. Greet the Client cordially and ask what you can do for him/her. Use polite language. Never yell or don't have a baby crying or any family member shouting nearby. Never try to boast. Be humble. If they ask you any question, answer them briefly to the point. Don't beat about the bush. If you don't understand the question you can always say "Pardon me Sir/Madam, I'm afraid I don't understand your question, would you kindly repeat." If you don't know the answer, be honest and tell them "I'm sorry, I don't know the answer to your question". When instructions are given listen carefully and note them down. You don't have to repeat the instruction unless the Client asks you to repeat. At the end of the conversation you can summarise with the Client's permission, so that both are clear.