Phone etiquette is a dying art. In many businesses, the ringing of a phone is gradually being drowned out by instant messaging, Facebook notifications and online live chats with customers. But when a customer does call, it’s still important to know what to say and do when you pick up the phone, even more important because you’re speaking personally with that customer. And that personal conversation will leave a lasting impression. So, how can you make sure that it will be a positive one?