Begin by answering the phone promptly and giving your undivided attention to the caller. Use the caller's name whenever possible and use phrases like, "Thank you for calling." and "May I put you on hold?" Smile, too! A smile lights up your voice and I believe it can be detected.
Be positive! If you were the customer, how would you like to hear someone on the phone tell you bluntly, "No! We don't work Sunday!" Wouldn't it be much friendlier to say, "I'm so sorry, Mrs. (Name), but our technicians are off duty on Sunday."
Quoting company rules doesn't go over well with a prospect or a customer. Everyone knows there are rules, but if you relay them softly instead of calling the play like a baseball umpire, chances are their perception and reception of the rules will be more favorable.
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