IDEA: Teach all employees how to answer the telephone courteously. Test them constantly.

Instruct all employees how to answer the telephone in behalf of the company.  “Hello, this is Jason, may I help you?” Tell to be friendly and identify themselves or their department.  “Hello, this is Jill in Quality Control, may I help you?”  Hold contests where random calls are made to test the employees responses to ensure compliance.  Give awards if you must, but also include this in reviews.  Someone simply grunting, “Huh?” on the telephone within a company ruins your reputation to a customer calling in trying to resolve a problem or asking about a purchase. Customers notice and appreciate the effort differentiating you from other firms. They will think customer service is better even if it is not. Your employees will like it because the customers will be more friendly and appreciate the kind initial approach.  Start with the receptionist and work all the way to the top.  Yes he or she too.