The caller asked for someone on another floor. "May I ask who's calling?" I said politely. He gave his name and the company.
The name was unusual and I wanted it right. "Could you spell your last name for me?" I asked. I read it back to be sure.
The caller needed the billing department. "One moment, I'll put you through to accounts," I said. The line clicked over smoothly.
The person they wanted had stepped out. "She's in a meeting — can I take a message?" I asked. I jotted it on a sticky note.
He was in back-to-back meetings all morning. "Can I have him call you back this afternoon?" I offered. The caller said that worked fine.