After this activity you will be able to do the following

• Use language and tone and volume appropriate to phone calls.

Make sure that your tone and volume is calming. IF a client is angry or not, you should never sound angry, nor raise your voice.

Always be polite, and curtieous to the client. Again, if there are any problems you cannot handle, connect him/her to the person who CAN help. Inform the client that he/she is bein transfered.