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CSq University (Telephone Training (Etiquette (Avoid ("The engineer…

- - - - "The engineer is not in yet"
      - Clients Holding/Chasing
      - "My colleague is: Not in, getting coffee, loo etc"
      - Complicating things
      - Acronyms
      - "I don't know"
      - "We Can't"
- - - - Update customer
      - Let them know when they should hear from us
    - - Action at the bottom