Article: " Depending on what time you are working, start your call out with a greeting that reflects the time of day. This is a more personal way to greet someone while still keeping it professional. Callers will appreciate you wishing them a good day. You can also thank the person for calling your company to show that you appreciate their business. When someone calls you at work, it's important to tell the caller who you are. Give your name and some context for what work you do when you first pick up. This will start a conversation and avoid having too many questions from your caller. Try saying, "Good morning, this is Jacob from Quickie's Print Shop." If your job is to help customers or clients, add a question of how you can help onto your greeting. This will let people know that they've reached the right place. It will also help you avoid small talk and get straight to the point of their phone call. During this brief moment, you'll become aware of whether the caller wishes to speak with you or whether you need to take a message or pass the phone to someone else. During this fact-establishing moment, remain courteous and don't interrupt. If the other person hasn't given their name or it isn't clear to you, be sure to ask for clarification at this point. You can prompt people for information by saying things like "How may I direct your call?" or, "How can I help you?" Some people will launch into telling you their problem before you have a chance to intervene. Stay polite and let them know that you've heard their request but that you'll need to put them through to the person whose role it is to deal with their matter. If you have to ask them to wait, tell them that their call is being directed to the correct person. Say something like: "May I put you on hold for a moment while I redirect your call?"

What is a summary?
Start with "Good morning/afternoon/evening. Introduce yourself and the name of your company, if applicable. Ask how you can help someone if you are a customer service representative. Listen carefully to the caller's request. Tell your caller politely if you need to put them on hold.