The most important piece of office equipment is the
telephone.  The telephone is also the most frequently used
instrument in the office.  For many businesses, the telephone is
the major means of getting orders; therefore, the telephone is
the lifeline of those businesses.  Unless all employees are
educated on the proper use of the telephone, valuable business
will be lost.
	Most people feel that they know how to use the telephone;
however, in reality most people are sadly lacking in the
fundamental skills of proper telephone etiquette. In order for a
business to run smoothly, employees must be trained in proper
telephone usage.
	Rules governing telephone usage vary greatly from company to
company; however, there are basic rules for which all businesses
adhere.  Telephone courtesy is one of these.  The person answering
the telephone should always be polite and considerate of the
other person on the line.  The tone of the voice and the attitude
of the person answering the telephone can do much to make or
break a company that depends on the telephone to get and maintain
business.
	The efficient manager knows that a smile on the face of the
person who is answering the telephone can readily turn an annoyed
person into a happy customer.  The company needs a person who can
convey with his or her voice a professional image.  Although some
people have these talents naturally, all employees can be trained
to develop these characteristics.