Apart from a positive attitude, whatever business you are in, staff dealing with phone enquiries need training in a number of essential skills. These inc e transferring a call, placing a call on hold, dealing with angry callers, responding to enquiries about correspondence: using a caller's name and taking messages correctly callers should not hear informal expressions like Oh, she's just gone our or"Sorry, he's not with us anymore Customers want a prompt response from a real person(not a machine) who is friendly, helpful and can make a decision