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Hold the phone's mouthpiece about an inch away from your mouth, and leave at least one hand free to write with.
Pay full attention to the caller, and listen carefully. Identify the nature of the call. Use words appropriate to the situation, but avoid using technical terms.
If you get interrupted by a second call, excuse yourself to the first caller and answer the second call.
In fact, if callers are on hold, return to them occasionally to reassure them that you have not forgotten about them and to update them on what is going on.
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