Customer Service: Telephone Tips

On these 10 telephone tips seven through ten are shown in detail. All are effective, but I find numbers eight to be the most effective and also poorly done. Take a look at this video, practice these tactful skills and improve yourself.
At the end of the clip there is a short review of all ten skills.

1. Answering a Business Call
2. Putting a Caller on Hold
3. Monogramming the Call
4. Avoiding Excuses
5. Giving the Caller your Undivided Attention
6. Giving Spoken Feedback Signals
7. Taking Accurate Messages
8. Controlling the Conversation
9. Avoiding Mouth Noises
   
10. Leaving a Good Last Impression