Telephone Etiquette

The following techniques will help you practice good telephone etiquette:

Request to place the customer on hold

• Do not just place the customer on hold, inform the customer.
• Examples: “One moment while I retrieve the information….” Or “Please hold while I process your request…”

Provide progress

While the customer is on hold, give the customer progress of the call, for example:

• • I am still busy with your request…
  • A few more seconds before I am done…
  • Do you mind holding while I…

Thank the customer for remaining on the line

• Thank the customer for holding on for example:
  • Thank you for your patience…
  • Thank you for remaining on the line…
  • I value your patience…

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