If you have employees who make outgoing sales calls or provide tech support or customer service, it is vital that they:
(1) Speak and understand the language of the people they will be speaking to. (2) Not have impenetrable accents. (3) Keep their microphones in front of their mouths. (4) Not ask strangers about their their favorite sports teams or health. (5) Not assume that the other person said "fine and you?" and then deliver a personal health report. (6) Not ask permission to put people on hold for a "quick second" or "quick minute." (7) Not tell stupid jokes. (8) Use proper grammar and appropriate vocabulary. (9) Not assume that others understand industry jargon or cryptic acronyms. (10) Not ask others if they have a pencil.
I recently received a phone call from Klrvjmngarplakufinkmotor Skrnch, representing a high-tech company called Nuvo-something-or-other.