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Be polite, pleasant and courteous when answering the telephone. The way in which a telephone is answered conveys an image of the institution. Since there is no visual and physical contact between the caller and the person who answers the telephone, you must project courtesy despite your state of mind. The voice should be pleasant. Instead of anger or sarcasm, warmth, sincerity and concern should be projected. Even when rushed, try to appear calm and unhurried while leading the call to a conclusion. Always be polite.