Have you ever made a call to an auto dealership, a department store, or a restaurant and before you could discuss the reason for your call, you actually decided that you no longer wanted to do business with the organization because of the rudeness, lack of professionalism, and/or lack of knowledge shown by the company's representative?  If so, then you are not alone.  Many customers make decisions everyday to take their business elsewhere because of the lack of professionalism, courtesy, or information provided by employees within various departments from a variety of organizations.
 
When a customer is lost, revenue is lost.  When enough revenue is lost, layoffs occur.  When more layoffs occur, more families can't pay their bills.  When more bills are unpaid, companies lose more revenue.  When more revenue is lost, more jobs are cut.  Do you see the relationship between one's telephone etiquette and the possible impact on their job?  It isn't a conscience thought but it is a reality in the workplace.

Regardless of what department you work in (engineering, accounting, facilities management, etc.) do your absolute best to represent your company in the most positive and professional way possible on the phone and in person.  It could literally save your job.