The telephone plays a major part in daily operations for most businesses, and is one of the most common ways customers interface with employees and the organization. An organizations reputation for service depends on how professional the operator of the telephone handles incoming and outgoing calls. The operator of the telephone has the ability to encourage repeat business, offer exceptional customer service and build customer relationships. In an ever increasing virtual world of business, it is a necessity for employees answering the organization’s telephones to have a proficient understanding of business telephone etiquette.