Phone scripts or templates are not meant to be read verbatim or used rigidly, but rather as tools to structure and guide your conversation with the caller. As such, it's important to prepare and practice before answering or making a call. Review the script or template, become familiar with its main points and options, and practice with a colleague or friend to get feedback on your tone, pace, and pronunciation. During the call, listen actively and attentively to the caller and respond accordingly. Use the script or template as a reference, but don't rely on it entirely; use your own words and expressions to sound natural and genuine. Personalize and customize your conversation with the caller by using their name, acknowledging their needs and preferences, and offering relevant suggestions or solutions. Finally, before ending the call, confirm and summarize the key information and actions with the caller. Repeat details of the reservation, booking, or service request; ask if they have any questions or concerns; provide them with a confirmation number, email address, or phone number for future reference.